Churn Flags: Real time retention experiments with SaaS growth leaders

business, marketing · EN

Most retention plays kick in when an account already has one foot out the door. The real win is earlier – the moment a happy customer starts weighing whether to stay, long before anything trips an at-risk dashboard.Every episode, host Nikki Elbaz hands a SaaS leader one real piece of customer feedback – a 3-star review, a Reddit rant, a survey response – traces it to one of the nine Change Flags behind the reevaluation, and together they build a live retention experiment. For the retention, NRR, and expansion calls that don't have a best practice yet. New episodes every other Wednesday.