How to manage churn rate with exceptional customer success

Is Churn rate a metric that mainly product managers care about? What is the role of customer success in a product-led company? Can actually customer success helps us prevent churn? In this insightful interview, Andy Mura, Head of Marketing at Userlane, explains how exceptional customer success is actually our biggest weapon against customer churn. Key takeaways: - How to increase product adoption and retention with great customer success - How to give a great first impression that will last - How great customer success can (temporarily) cover for your bad UX The interviewee: Andy has been working in tech for almost ten years as a consultant, initiator, mentor, founder/co-founder, or CMO. Andy joined Userlane from the very beginning and has been researching and analyzing SaaS product management and customer success trends, tactics, and strategies for the past three years primarily focussing on onboarding, UX, and customer retention. The interviewer: Aggelos Mouzakitis is the founder of Growth Sandwich. He created Growth Sandwich, back in 2017 with a sole vision: to help promising early-stage teams get their products to market in a solid manner. He has worked or trained more than 500 marketers and founders on how to get to the market with the right mix of tactics and a product that drives engagement and happiness. About Growth Sandwich: Growth Sandwich is the first European Product-led Go-to-Market Strategy agency. We specialise in helping SaaS products and businesses that operate in the subscription economy. Our approach is 100% customer-centric and we help post-Product/Market fit companies establish a repeatable selling motion and recurring revenues.