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10 churn reduction experts
These ten customer success and retention leaders have worked to reduce churn and protect retention, with job titles or profile notes that tie their own work to keeping customers. A reader can learn how they track measures such as net and gross revenue retention and what they changed to keep customers from leaving.
Professionals to explore
01—10Chelsea McClure
LinkedInExperience: Senior Director of Retention & Lifecycle · OneSkin
Senior Director of Retention & Lifecycle at OneSkin since 2025. Former Director of Retention at Ritual (2025), Director, Customer Growth & Lifecycle at Ritual (2021–2025) and Retention Marketing Manager at FanDuel (2018–2020). The profile describes a focus on customer growth through retention and loyalty in direct-to-consumer businesses.
Destinee Mack
LinkedInExperience: VP of Customer Success · Workzone
Former VP of Customer Success at Workzone (2025–2026) and Vice President of Member Success at WebPT (2021–2023); Head of Customer Experience at Helia Care, Inc. since 2026. The profile says Mack has led organizations delivering 99%+ gross retention, across more than 20 years of customer experience and success leadership in healthcare and SaaS.
Donna MacDonald
LinkedInExperience: Head of Corporate Renewals & Customer Success, US and LATAM · Amplitude
Former Head of Corporate Renewals & Customer Success, US and LATAM at Amplitude (2019–2022) and former Director of Customer Success, AMERICAS at Amplitude (2022–2023). Head of AMER Customer Success, Mid-Market at Harvey since 2026 and former Director of Customer and Digital Engagement at Handshake (2023–2026). The profile describes leading customer success teams through hyper-growth at Amplitude and LinkedIn.
Jon Knight
LinkedInExperience: Associate Director of Customer Success · Instapage
Former Associate Director of Customer Success at Instapage (2022–2024) and Customer Success Team Leader at Instapage (2021–2022); Customer Success Leader at Synder (2025–2026). The profile describes leading SaaS customer success teams focused on net revenue retention and renewals, and cites reducing churn from 7% to 0.84% and increasing NRR to 103%.
Jonathan Kilton
LinkedInExperience: Chief Retention Officer (CRO) · Search Atlas
Chief Retention Officer (CRO) at Search Atlas since 2026, where the profile says Kilton reduced economic churn by 2% and logo churn by 4%, increased net revenue retention to 105% for enterprise customers and added a focus on onboarding and training. Former Chief Revenue Officer (CRO) (2025–2026) and Vice President of Customer Success (2025) at Search Atlas.
Kay Mukherjee
LinkedInExperience: Group Vice President - Global Adoption and Retention · Splunk
Former Group Vice President - Global Adoption and Retention at Splunk (2021–2024) and Area Vice President, Customer Success and Renewals, EMEA at Splunk (2020–2021); Regional Vice President - Customer Success at Salesforce since 2025. The profile describes building CS teams and delivering renewable revenue retention and growth.
Kira Dewey
LinkedInExperience: Group Manager, Customer Experience Growth and Retention · Intuit
Group Manager, Customer Experience Growth and Retention at Intuit since 2023. Former VP of Customer Success at Glassdoor (2022) and Sr. Director, Customer Success Operations at Glassdoor (2021–2022). The profile cites ownership of performance indicators such as NRR, GRR, NPS, product adoption and CSAT.
Pete Kirsheman
LinkedInExperience: Vice President of Customer Success · Paubox
Vice President of Customer Success at Paubox (2021–2026) and Director of Customer Success at Paubox (2019–2021). The profile describes leading customer success for a B2B SaaS email security startup in healthcare and managing a 15-person department across CSM, implementation and tech support teams with accountability for retention, onboarding and satisfaction.
Saahil Karkera
LinkedInExperience: Vice President of Customer Success · Oaky by Plusgrade
Vice President of Customer Success at Oaky by Plusgrade since 2023 and former Head of Customer Success there (2018–2022). Former Head of Customer Success at Optiply (2022–2023). The profile lists responsibilities including driving NRR, managing a team of 10+ CSMs worldwide and defining and implementing a company-wide customer success strategy.
Vaibhavi Rana
LinkedInExperience: Retention & CX Manager · Autobrush
Retention & CX Manager at Autobrush since 2025, which the profile describes as a US-based DTC oral care subscription brand. The profile says Rana spends most of the time on why subscribers leave and what could have changed their mind, working across data, customer behaviour and experience design. Former Head of Operations and Experience at Shyft (2023–2024).
Choose the right perspective
Match the person's business model to yours, since churn in consumer subscriptions behaves differently from churn in B2B contracts with annual renewals. Ask each person which specific changes moved their retention numbers rather than relying on the headline figures alone.
Questions to take into the conversation
- 01How do you separate customers who leave for reasons you can fix from those who were never a good fit?
- 02Which early warning signs best predicted churn in your experience, and how far ahead did they show up?
- 03What did you change in onboarding, pricing or product to reduce churn, and how did you measure the effect?
Reaching churn reduction experts
How can I contact one of these churn reduction experts?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 10 companies, including OneSkin, Workzone and Amplitude, based on profile data retrieved on October 3, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach churn reduction experts?
You choose the offer, starting at $5 per person. It includes Instant Expert's 20% fee, so an offer that pays the person $100 costs you $125. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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