41: The Retention Mistake Almost Every Founder Makes: Customer Support vs Customer Success

45: From Performing to Embodying: Redefining Visibility, Leadership, and Success as a Mother and Entrepreneur w/ Krystal Jugarap

What if the reason you feel tired, unseen, or disconnected in your business has nothing to do with your work ethic and everything to do with how you’ve been taught to perform success? In this episode, I sat down with Krystal Jugarap, founder of Herrolo, for a deeply honest conversation about what it actually looks like to step off the hamster wheel and start building a life and business that feels aligned, spacious, and true. Krystal shared her journey from being the “good girl” who checked all the boxes to becoming a mother and entrepreneur who leads with intention, boundaries, and community at the center. We talked about leaving corporate life, navigating motherhood while building a business, redefining visibility beyond social media pressure, and why community is not just a nice-to-have but the foundation for sustainable success. This episode is for the woman who knows she is meant for more but is ready to stop performing for it and start embodying it in a way that actually supports her real life. WHAT YOU’LL LEARN ✨ Why performing success leads to burnout and how embodiment creates sustainability ✨ How motherhood can become the catalyst for redefining success on your own terms ✨ What visibility looks like when it is rooted in relationships and community, not constant posting ✨ How to build a business that honors boundaries, energy, and long-term legacy WEEKLY CHALLENGE This week, take ten quiet minutes to ask yourself where you are performing instead of embodying. Choose one small boundary you can honor that feels supportive rather than restrictive. Let that boundary be an act of self trust, not self discipline. RESOURCES ✨Join Krystal's Online Community ✨ Join The CEO Besties Virtual Community [https://theceobesties.com/membership]  A virtual membership designed for women in the early stages of building a business who want clarity, structure, and support before acceleration. Life-first. Foundation-focused. Community-driven. ✨Have you ever had a “great month of revenue” and still felt anxious because you don’t know if it will repeat? Book a call with me and let’s talk through your business and your customer journey. We’ll explore what working together could look like and where support could make the biggest difference. Book a call here  →  https://calendly.com/nataliebernacchi/claritycall [https://calendly.com/nataliebernacchi/45-minute-call] GUEST INFO ✨ Instagram → @joinherrolo ✨ Website → https://www.herrolo.com/ ✨ Instagram (Personal) → @iamkrystalj CONNECT WITH ME ✨ Instagram → @nataliebernacchi [https://www.instagram.com/nataliebernacchi] & @lightheruppodcast [https://www.instagram.com/lightheruppodcast] ✨ Website → https://nataliebernacchi.com/ [https://nataliebernacchi.com/] ✨ Get on The Lit List → https://nataliebernacchi.com/newsletter [https://nataliebernacchi.com/newsletter]

44: Why More New Sales Won’t Fix a Business with Leaky Revenue

What if the reason your revenue feels unstable has nothing to do with how well you sell? So many founders assume that when revenue dips, the answer is simple. More leads. More content. Another launch. More visibility. But what if the real problem is not how many people are coming into your business, but how many are quietly leaving? In this episode of the Light Her Up Podcast, Natalie Bernacchi dives into one of the most overlooked drivers of business growth: retention. Drawing on more than 15 years of experience building customer success systems inside tech startups, Natalie shares the moment she realized her own business did not have a sales problem. It had a retention problem. This conversation explores the silent revenue killer called churn, why launches plateau when retention is weak, and how founders can shift from constant selling to building stable, recurring revenue. If you have ever felt like you are always hustling for the next client while wondering why income still feels unpredictable, this episode will feel like someone finally turned the lights on. WHAT YOU’LL LEARN ✨ Why strong launches can still lead to unstable revenue if clients are leaving faster than they arrive ✨ What churn actually means in a service based business and why it quietly drains growth ✨ How shifting from acquisition thinking to retention thinking changes the way you run your company ✨ Practical ways to strengthen onboarding, client success, and renewal pathways so revenue compounds over time WEEKLY CHALLENGE This week, shift your focus from where clients enter your business to where they leave. Take a look at your last five to ten clients and map their journey. When did they exit? Was it after onboarding, after the first month, or at the point of renewal? Then ask yourself one powerful question: Are clients seeing value fast enough? Even a small insight from this exercise can reveal where your revenue is leaking and where you can create a stronger experience that keeps clients engaged and supported for longer. RESOURCES ✨ Free Customer Journey Audit Natalie is offering listeners a free audit to help identify where clients may be dropping off and how to strengthen the client journey. DM the word AUDIT to @nataliebernacchi on Instagram to get started. ✨ Join The CEO Besties Community A virtual membership designed for women in the early stages of building a business who want clarity, structure, and support before acceleration. Life-first. Foundation-focused. Community-driven. Join Here → https://theceobesties.com/launchpad-society ✨Have you ever had a “great month of revenue” and still felt anxious because you don’t know if it will repeat the next month? Book a Clarity Call with me and we’ll talk through your business, your customer journey, and the role retention can play in creating more predictable revenue. As a Revenue and Retention Strategist with over 15 years of experience building and leading Customer Success and post-sale growth inside high-growth startups, I bring that same revenue infrastructure thinking into founder-led businesses. We’ll also explore what working together could look like and whether deeper support would be a fit. Book a call here → https://calendly.com/nataliebernacchi/45-minute-call CONNECT WITH ME ✨ Instagram → @nataliebernacchi [https://www.instagram.com/nataliebernacchi] & @lightheruppodcast [https://www.instagram.com/lightheruppodcast] ✨ Website → https://nataliebernacchi.com/ [https://nataliebernacchi.com/] ✨ Get on The Lit List → https://nataliebernacchi.com/newsletter [https://nataliebernacchi.com/newsletter]

43: How to Reclaim Your Life Without Burning It Down with Michelle Hooey

Ever hit that moment where you think, whose life is this, and how did I get here? In this episode, Natalie sits down with returning guest Michelle Hooey for a conversation that feels like a deep exhale and a wake-up call at the same time. Michelle is stepping into a brand new chapter as an author, with her book The Goldie Effect launching March 6, and she shares what this season is really like behind the scenes, including the fear, the certainty, and the identity shift that comes when you stop playing small and start telling the truth. Michelle opens up about her family’s journey, including five pregnancy losses, Goldie’s early birth, six months in the NICU, and what it has meant to mother a medically complex child with no clear diagnosis. What makes this episode powerful is how Michelle turns that lived experience into something practical and usable. She shares the exact framework that helped her survive the hardest seasons and still build a meaningful life, the 15-Minute Rewrite: regulate, reflect, reclaim. If you are in a season of burnout, uncertainty, reinvention, or you simply feel like you have been living on autopilot, this episode is here to remind you that your life is not broken. You do not need to burn it down to change it. You can rewrite it, one small decision at a time, and this conversation was created for the woman who is ready to choose herself again. WHAT YOU’LL LEARN ✨ Why identity shifts often start in the most unexpected, painful seasons and how they can lead you back to who you really are ✨ The 15-Minute Rewrite framework and how regulating your body first changes what you are able to handle next ✨ How to stop trying to “fix” your life and start reclaiming it through small, consistent choices that actually stick ✨ What it looks like to build a life-first business model, including Michelle’s decision to run her business in 10 hours a week WEEKLY CHALLENGE Pick one day this week and schedule your 15 minutes like it matters, because it does. Set a timer and do this: 1. 5 minutes to REGULATE: breathe, stretch, shake it out, take a short walk, anything that brings you back into your body 2. 5 minutes to REFLECT: ask yourself, what feels heavy right now, and what do I actually need 3. 5 minutes to RECLAIM: take one small action that supports your life, your health, or your next step Then DM Michelle or Natalie and share what shifted for you after you did it.  JOURNAL PROMPT ✨ Journal Prompt: Where am I saying yes out of obligation, and what would change if I trusted my no ✨ Journal Prompt: If I had 10 hours a week for my goals, what would I stop doing and what would I focus on RESOURCES ✨ Get your copy of The Goldie Effect by Michelle Hooey! Buy it HERE [https://amzn.to/4bkcTQl]. ✨ Join The CEO Besties Community A virtual membership designed for women in the early stages of building a business who want clarity, structure, and support before acceleration. Life-first. Foundation-focused. Community-driven. ✨Have you ever had a “great month of revenue” and still felt anxious because you don’t know if it will repeat the next month? Book a Clarity Call with me and we’ll talk through your business, your customer journey, and the role retention can play in creating more predictable revenue. As a Revenue and Retention Strategist with over 15 years of experience building and leading Customer Success and post-sale growth inside high-growth startups, I bring that same revenue infrastructure thinking into founder-led businesses. We’ll also explore what working together could look like and whether deeper support would be a fit. Book a call here → https://calendly.com/nataliebernacchi/45-minute-call GUEST INFO ✨ Instagram → http://instagram.com/michelle_hooey [http://instagram.com/michelle_hooey]  ✨ Website → http://anchorlesscoaching.com/ [http://anchorlesscoaching.com/]  CONNECT WITH ME ✨ Instagram → @nataliebernacchi [https://www.instagram.com/nataliebernacchi] & @lightheruppodcast [https://www.instagram.com/lightheruppodcast] ✨ Website → https://nataliebernacchi.com/ [https://nataliebernacchi.com/] ✨ Get on The Lit List → https://nataliebernacchi.com/newsletter [https://nataliebernacchi.com/newsletter]

42: From Burnout to Visibility: How Podcasting Helps Women Grow Their Business Without the Hustle w/ Candace Dudley

What if growing your business did not require you to be everywhere, all the time In this episode of the Light Her Up Podcast, Natalie sits down with Candace Dudley for an honest, grounding conversation about burnout, identity shifts, and building visibility in a way that actually supports your life. Candace shares her journey from teaching and early motherhood burnout to becoming a podcast guesting coach with over 200 episodes under her belt and dozens of guest appearances in a single year. Together, Natalie and Candace unpack why podcasting feels more sustainable than social media for so many women, how guesting can create long-term visibility without constant content creation, and why alignment matters more than algorithms. This episode is for the woman who wants to grow her business, use her voice, and still have space for her kids, her energy, and her real life. If you have ever felt pulled toward something new but unsure how to trust yourself enough to go all in, this conversation will meet you exactly where you are. WHAT YOU’LL LEARN ✨ Why podcasting can be a powerful alternative to constant social media posting ✨ How guesting builds visibility, credibility, and relationships without burnout ✨ The identity shifts that come with leaving stable careers and choosing yourself ✨ How alignment, strategy, and intuition work together in sustainable business growth WEEKLY CHALLENGE Take five quiet minutes this week and ask yourself this question: What part of my business feels energy-giving, and what feels energy-draining right now? Write down one thing you could do less of and one thing you want to lean into more. No action required yet. Just awareness. RESOURCES MENTIONED: ✨ Explore aligned visibility through podcast guesting and start your podcast tour HERE [https://www.candacedudley.com/podcastmentor] ✨Join Candace’s Podcast Matchmaking Community HERE [https://stan.store/CandaceDudley/p/match-making?utm_source=Stan%20Store&utm_medium=emails,%20social%20media,%20Stan%20community&utm_campaign=sale,%20promotion] ✨ Interested in increasing retention, reducing churn, and building customer success systems that help clients stick around longer? Book a call with me and let’s talk through your business, look at what’s actually going on, explore what support might help the most, and see if we’re a good fit to work together. You’ll leave with actionable takeaways either way!   Book a call here  →  https://nataliebernacchi.com/book-a-call [https://nataliebernacchi.com/book-a-call]  GUEST INFO ✨ Instagram → https://www.instagram.com/candacedudley/ [https://www.instagram.com/candacedudley/]  ✨ Website → https://candacedudley.com [https://candacedudley.com/]  ✨ Podcast → The Podcasting Mentor  [https://open.spotify.com/show/4JerxTDOHzO66Dby7LkbWV?si=bda5d75cef6744b9] CONNECT WITH ME ✨ Instagram → @nataliebernacchi [https://www.instagram.com/nataliebernacchi] & @lightheruppodcast [https://www.instagram.com/lightheruppodcast] ✨ Website → https://nataliebernacchi.com/ [https://nataliebernacchi.com/] ✨ Get on The Lit List → https://nataliebernacchi.com/newsletter [https://nataliebernacchi.com/newsletter]

41: The Retention Mistake Almost Every Founder Makes: Customer Support vs Customer Success

You can be incredibly responsive, deeply supportive, and still be losing clients. In this episode, Natalie breaks down one of the biggest misunderstandings founders have when it comes to retention and leadership and why being available is not the same as setting your clients up for success. Drawing from over 15 years leading customer success and account management teams in tech startups, Natalie reframes what customer success actually is and why it should be a proactive leadership strategy, not a reactive support role. She shares how founders unintentionally create dependency, burnout themselves, and still see clients disengage when structure, boundaries, and clarity are missing. This conversation is for you if you run a membership, mastermind, or any recurring offer and feel like you are constantly answering questions, always on, and wondering why clients are not staying or integrating the work. This episode will challenge how you have been leading and also give you permission to do it differently. WHAT YOU’LL LEARN ✨ The true difference between customer support and customer success and why confusing the two hurts retention ✨ Why responsiveness alone does not build confidence, results, or long-term loyalty ✨ How founders accidentally train dependency instead of self trust in their clients ✨ What proactive customer success actually looks like in memberships, masterminds, and service-based businesses WEEKLY CHALLENGE Audit one moment in your business after someone pays you. Look at it through your client’s eyes and ask yourself: Do they know what matters most right now? Do they know what success looks like in the first week? Do they feel grounded or overwhelmed? Choose one small improvement you can make to create more clarity and confidence. This is not about perfection. It is about intentional leadership. RESOURCES ✨ Interested in increasing retention, reducing churn, and building customer success systems that help clients stick around longer? Book a call with me and let’s talk through your business and your customer journey. We’ll explore what working together could look like and where support could make the biggest difference. Book a call here  →  https://calendly.com/nataliebernacchi/45-minute-call [https://calendly.com/nataliebernacchi/45-minute-call]  CONNECT WITH ME ✨Natalie’s  Instagram → https://www.instagram.com/nataliebernacchi [https://www.instagram.com/nataliebernacchi]  ✨Podcast’s Instagram → https://www.instagram.com/lightheruppodcast/ [https://www.instagram.com/lightheruppodcast/]  ✨ Website → https://nataliebernacchi.com/ [https://nataliebernacchi.com/]  ✨ Get on The Lit List → https://nataliebernacchi.com/newsletter [https://nataliebernacchi.com/newsletter]