ABOUT THIS PODCAST 🔗
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.
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.
Hosts:
Update frequency:
biweekly
Average audio length:
17 minutes
Guest interviews
Has sponsors
English
United States
8 episodes
since June 10, 2026
episodic
IN THIS PODCAST 🔗
LATEST EPISODE 🔗
Most SaaS companies have a sharp play of following champions to their next company – because a former champion is good pipeline. Far fewer have any strategy for the person who just landed in the seat the champion vacated.
When a champion leaves, someone else inherits their account, and the onboardi…
SEARCH PAST EPISODES
Search past episodes of Churn Flags: Real time retention experiments with SaaS growth leaders.
PREVIOUS EPISODES 🔗
I've spent the better part of a year building the Change Flags framework. I use it in every episode of this show, in every client interaction, in every chapter I write for the book. Which is exactly how adoption dies: assuming everyone already knows what you know.
That's a Change Flag – even …
Penpot's users don't file feature requests. They open the source code, build the fix themselves, publish it for everyone else – and quite often never mention it to anybody. The single most important asset in their whole migration flow, the tool that gets your files out of Figma, arrived exactly tha…
Being famous for one thing is the fastest way to cap your NRR. Your customers are happy, they renew – and they're using a fraction of what they pay for, because the rest of your platform doesn't exist in their mental picture of you.
This episode starts with a G2 review from a Bitly customer asking …
Every SaaS team knows this churn: a user leaves over something your product already does. Most CS teams reply – accurately – that the feature exists and the docs are right there. Meanwhile, the customer's already gone.
In this episode, we take one real churn review and build the fix – all the way t…
When AI resets what buyers assume your product can do, your most loyal accounts are the last to hear you kept up, and the budget that used to fund you gets re-line-itemed to "AI." Nikki sits down with Michelle Green, Director of Product at Cohley, to trace one real customer review back to the shift…
This G2 review looks like a feature request and… it is. Paperform co-founder Diony McPherson kills my flag diagnosis two minutes into the episode, then drops another one right into my lap. We run through three experiments to address the flag — a rename, a template filter, and a weekly case-study se…
Peek behind the scenes at the retention moves that earn their place in the playbook of $50M+ ARR SaaS – the ones lifecycle flowcharts and QBR reviews miss.
Every episode, host Nikki Elbaz hands her guest a real piece of customer feedback – a 3-star review, a Reddit rant, a puzzling survey response.…
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Disclaimer: The podcast and artwork embedded on this page are from Nikki Elbaz | Retention and expansion strategist for mature SaaS companies, which is the property of its owner and not affiliated with or endorsed by Listen Notes, Inc.
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