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Churn Flags: Real time retention experiments with SaaS growth leaders

Nikki Elbaz | Retention and expansion strategist for mature SaaS companies

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About

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.

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Recent episodes

  • Your release notes are a feature adoption asset in disguise | ft. Collin Mayjack, ex-PMM at Sybill, current Head of PMM at StorylaneNov 11, 2026 · 29 min
  • From single-digit feature adoption to MAU growth with no forced switch | Ft. Brandon Green, Staff Product Manager at BufferOct 21, 2026 · 27 min
  • The 9 moments that decide churn or expansion | Special: the whole Change Flags frameworkOct 8, 2026 · 23 min
  • The 51% churn risk nobody owns – and all it takes is sending a sequence you already wrote | ft. Jane Portman, co-founder of UserlistSep 23, 2026 · 20 min
  • Why what you're working on is what nobody adopts | Special: the whole Change Flags framework, live todaySep 9, 2026 · 2 min
  • Who writes the release notes when your customers write the code? The open-source product adoption gap | Ft. Mario Araujo, ex-Head of Growth at PenpotAug 26, 2026 · 13 min
  • Owning your category costs you this product adoption tax | ft. Tara Robertson, CMO at BitlyAug 12, 2026 · 28 min
  • Your most-read help doc is your biggest adoption problem | Ft. Anand Vatsya, Head of Demand Gen and Outbound at StorylaneJul 29, 2026 · 23 min
  • Why accounts churn even after you shipped the AI feature they asked for | Ft. Michelle Green, Director of Product at CohleyJul 8, 2026 · 18 min
  • The obvious product adoption win – and most SaaS brands aren't doing it | ft. Diony McPherson, co-founder of PaperformJun 24, 2026 · 31 min

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