Astrid Malone

How CSMs Stop Churn Before Renewal

Sutherland

CB Insights

Tech Sales and Customer Success • Ex-CB Insights • SV Academy, CourseCareers

Identify seat and frequency gaps early, so you can course-correct before renewal turns into a negotiation.

Why churn happens in slow motion in B2B SaaS

Learn the 3 things to confirm on every call: why usage is low, who owns adoption, and the next working session.

Stop Calls That End in Agreement But No Action

Get a practical 30-minute working session framework that drives real product adoption

How to run working sessions that change usage behavior

Build and execute proven AI-powered playbooks to accelerate the growth of your subscription business.

Growth Advisor | ex-Faire/Quizlet/Ibotta

Perplexity

Gamma

ElevenLabs

Chess.com

Imprint

Phil Carter

CEO of Elemental Growth and former product leader at Faire, Quizlet, and Ibotta.

Winter 2026

Summer 2026

Consumer subscription apps are easy to launch but hard to scale. This explains why there are hundreds of thousands of them in the Apple and Google app stores, but fewer than 50 that have ever reached $1B+ valuations.These businesses face several challenges:1. Overreliance on paid ads2. High subscriber churn rates3. ARPU is low and hard to grow The best subscription apps overcome these headwinds by:1. Building their businesses on a unique and enduring core value promise2. Harnessing it to drive a Subscription Value Loop that improves LTV/CAC and Payback Period through three steps:- Value Creation: Quickly connecting new users to the app’s core value promise- Value Delivery: Cost-efficiently distributing the app to users through paid and organic channels- Value Capture: Converting free users into subscribers to generate revenue that can be reinvested into the business In this course, which Lenny Rachitsky called the "new bible" for anyone building a consumer subscription app, you will learn how to harness the power of the Subscription Value Loop along with dozens of proven frameworks, strategies, and tactics from category-leading subscription apps to accelerate your own business.

Supercharge the growth of your consumer subscription business

Learn and apply the Subscription Value Loop framework

Assess your app vs. industry benchmarks to identify major growth opportunities

Improve your premium product experience to generate more value for subscribers

Leverage proven paid and organic acquisition strategies to accelerate growth

Optimize paywalls, pricing, packaging, payments, and promotions to boost revenue

Apply lessons in live cases with leaders from Gamma, Tinder, Calm and AllTrails

Founders and execs: Consumer subscription CEOs and product and marketing leaders who want to maximize growth for their businesses.

People managers: VPs and directors managing cross-functional teams responsible for subscriber acquisition, retention, and monetization.

Senior individual contributors (ICs): PMs, marketers, and other ICs working on growth teams at consumer subscription companies.

Talk to customers. Test assumptions. Build with conviction.

Fractional CPO | x-Oracle, Autodesk

Oracle

Autodesk

Stanford University

National Peace Corps Association

Arup

Moiz Kapadia

Fractional Head of Product | ex-Oracle, Autodesk, Stanford alum

Cohort 4

Cohort 5

Most PMs are stuck shipping a roadmap they don't own. It's reactive, based on Sales or Engineering requests, rather than proactive based on customer needs.You can't build the product that defines your career if you don't own the roadmap.The PMs who shipped great products didn't do it by magic.They ran customer discovery sprints to build their case, de-risked the product and launched with conviction.There are many great books on customer discovery out there.But reading about it isn't enough. You need a repeatable process that you can practice, tailor and make it your own. This course teaches you a structured, AI-Powered Discovery process using Claude — applied to whatever you're building right now.Over 3 weeks of live lessons + ongoing office hours:Learn discovery fundamentals and set up your Claude Skills workflowRun a sprint to interview customers about your product idea, using your Agent.Finally, we'll make sense of your interviews together. By the end you'll know: Build or Pivot?

Bring your product idea. In 3 weeks, you'll know if it belongs on your roadmap.

Master Fundamental Discovery Skills

Build Claude Skills to run discovery end to end

Present your roadmap to your leadership with conviction

You will be interviewing Customers in the course. This is a critical skill in Discovery, not to be outsourced to AI.

Must be able to schedule at least 1 Customer Conversation

Product Managers at a company without a structured discovery practice

Founders who need validation before investing time and money in product development.

UX Researchers who are overloaded with discovery work and are looking for a system to speed up their workflows

Bad Learning Design Is Costing You Customers — Here's the Science Behind It

Learning Scientist | L&D Strategist

Vanorsdale Learning Lab

Great Game of Business

Docebo

National Alliance on Mental Illness Florida

English Like a Native

Dr. Christie Vanorsdale, Ed.D, Ms.Ed.

Researcher. Practitioner. 15 years translating learning science into results

Cohort 1

You've updated the onboarding. Rebuilt the knowledge base. Added walkthrough videos, help articles, live training sessions. Your customers still aren't adopting the product the way you need them to.The instinct is to fix the content. More of it. Make it Better, or Shorter. More visual. But, the problem isn't the content.It's that content was never designed to produce learning in the first place.Human beings don't retain complex knowledge because they watched a video or completed a walkthrough. Retention requires intentional sequencing, cognitive scaffolding, and an architecture that reduces friction rather than creates it. Most customer onboarding violates every one of those principles — not because the people who built it weren't smart, but because they were never taught what learning science actually says about how knowledge transfers.This workshop gives founders and leaders the diagnostic framework to identify exactly where their customer education breaks down — and the research-backed principles to fix it. You'll leave with a clear line of sight between learning architecture and the revenue outcomes you actually care about: adoption, retention, and renewal.

Learn the science behind knowledge transfer and leave with a diagnostic framework that connects learning architecture to business outcomes.

Understand why customers aren't retaining your product using learning science

Pinpoint exactly where your customer onboarding breaks down

Apply three evidence-based principles to improve product adoption

Connect learning design decisions to churn, adoption, and renewal.

The Scaling Founder Complex product. Customers churn before reaching value. Onboarding feels broken but there's no framework to diagnose why

The Customer Success Leader Owns onboarding and renewals. Content exists but adoption is flat. Needs a framework and internal buy-in.

The L&amp;D Manager Fixing customer education with no infrastructure or alignment. Knows training theory. Missing the revenue impact language

You will experience a professional shift, gaining the confidence, mindset, and tools to lead client interactions and create business impact.

Strategy & Transfomation Consultant

Ero Papadopoulou

Business & Culture Transformation | Growth & Turnaround | Marketing Insights

Clients expect more than solutions, they expect partnership, clarity, and a service experience that feels both human and high‑performing. This course is designed to meet that challenge head‑on. It equips you with the practical skills and confidence to elevate your client interactions with empathy, precision, and strategic intent. By the end of the course, you’ll be able to:<ul><li>Deliver client service that feels genuinely supportive </li><li>Use storytelling to influence, inspire, and simplify complexity</li><li>Drive client growth through structured, strategic engagement</li><li>Build long term trust through transparency, credibility, and consistent follow through</li></ul>You won’t just learn what great client service looks like, you’ll practice how to do it. Through interactive exercises, real world scenarios, peer discussions, and guided reflection, you’ll apply each concept directly to your own client situations. The course is designed to help you shift behaviors, strengthen communication, and adopt habits that create immediate impact in your day‑to‑day work without increasing hours or workload.By the end, you’ll walk away with a toolkit you can use instantly.

Master the Skills That Build Client Trust and Drive Results

Shift from reactive servicing to strategic partnership

Evolve from task focused to growth focused

Build a trust first mindset

Turn difficult client moments into catalysts for connection

Adopt a repeatable excellence system

Professionals who work directly with business clients and want to elevate the way they show up

Account managers, Customer Success professionals, Consultants, Project managers in service companies

Individuals who feel stuck in reactive work, who want to become more confident and strengthen their presence

Agentic AI

Coding with AI

AI Workflows

Claude Code

OpenClaw

Vibe Coding

AI Evals

AI Transformation

RAG & Search

AI for PMs

AI for Engineers

AI for Designers

AI for Marketers

AI for Founders

Product Sense

Product Discovery

User Research

Prototyping

Growth

Analytics

Tech Foundations

Strategy

Influence

Leadership

Career Growth

Machine Learning

LLM Ops

Context Eng

Security

System Design

Figma

Design Systems

Visual Design

Design Strategy

Automation

Content Marketing

Demand Gen

Go-to-Market

Product Marketing

Positioning

Social Media

Brand

B2B Marketing

SEO & AEO

AI for Leaders

AI Governance

Communication

Management

People Operations

Exec Presence

Storytelling

Goal-setting

Personal Brand

Fundraising

Everyone

Operators

Data Scientists

Business Analysts

User Researchers

Customer Success

Project Managers

HR Professionals

Sales People

Lawyers

Finance

Investors

Real Estate

Educators

Creators

Introduction: Churn Starts with a Drop in Usage

The Churn Curve: A Usage Pattern

Why Calls Stall and Nothing Changes

Identifying Early Churn Signals

The Three Keys to Unlocking Momentum

Diagnosing What's Blocking Usage

Who Owns Adoption?

How to Lock in a Working Session

The 30-Minute Working Session Framework

The Impact of Proactive Intervention

Summary and Actionable Next Steps

Course Information and Q&A

Product managers who drive strategy, development, and launch of products.

Executives and senior leaders who set strategy, lead teams, and drive organizational outcomes.

Startup founders building new businesses, from MVP to scale.

Developing leadership skills — inspiring teams, building culture, navigating organizational complexity, and driving results through others.

Driving user acquisition, activation, retention, and monetization through product-led growth strategies.

Marketing to business buyers — account-based marketing, demand generation, and enterprise sales cycles.

Customer success managers driving retention and product adoption.

How CSMs Stop Churn Before Renewal

What you'll learn

Why this topic matters

You'll learn from

Astrid Malone