episodic Breakthrough SaaS Growth is about how SaaS companies keep customers, grow revenue and prove value in the AI era.

Hosted by Jason Noble in the UK and Jason Whitehead in the US, the show explores the commercial problems behind sustainable SaaS growth: retention, expansion, churn, customer value, Customer Success, GTM alignment and AI.

Some episodes are the two Jasons breaking down what they’re seeing in the market. Others feature SaaS founders, CEOs, CROs, Customer Success leaders and operators sharing what is actually working inside their businesses.

Expect practical conversations about why customers churn, how SaaS companies prove value, where expansion really starts and how AI is changing the way software is bought, used and valued.

No hype. No theory for theory’s sake.

Just practical thinking about how SaaS companies keep and grow customers.

]]> Real conversations and actionable insights on driving cross-functional SaaS growth — from product to customer success and beyond. Breakthrough SaaS Growth All rights reserved Jason Whitehead & Jason Noble false Jason Whitehead & Jason Noble jasons@breakthroughsaasgrowth.com en https://breakthroughsaasgrowth.com/ AI can make your SaaS business faster. But what if it is making the wrong things faster?

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Brandy Morton, founder of Brandy Morton Marketing, to explore what happens when companies layer AI onto GTM systems that were already struggling.

Brandy's view is simple: AI speeds up whatever you already have. A strong foundation gets stronger. A weak one burns money faster.

We get into why SaaS companies are still obsessed with generating more leads when the real problem may be conversion, poor ICP definition or broken hand-offs between Marketing, Sales and Customer Success.

We also discuss what happens when AI meets bad data, why productivity gains do not automatically create business value and why the promise Marketing makes needs to be the same promise Sales carries and Customer Success delivers.

We cover:

  • Why AI can expose rather than fix broken GTM
  • Why more leads are not always the answer
  • How bad data gets amplified at scale
  • The messy middle between demand generation and revenue
  • Why Marketing, Sales and CS need to operate as one revenue motion
  • What to do with the capacity AI creates
  • How to distinguish AI activity from genuine commercial value
  • What SaaS leaders should fix before they scale AI across GTM

If AI makes your organisation 20% faster, the important question isn't how much time you saved.

It's what business outcome actually changed.

Find Brandy

Brandy Morton on LinkedIn:

https://www.linkedin.com/in/brandybmorton/

Brandy Morton Marketing:

https://www.brandybmortonmarketing.com/

Follow Breakthrough SaaS Growth

Subscribe to Breakthrough SaaS Growth with the Jasons wherever you get your podcasts and on YouTube for more conversations about customer value, retention, expansion and sustainable SaaS growth.

]]> AI Is Exposing Broken Revenue Engines - with Brandy Morton AI Is Exposing Broken Revenue Engines - with Brandy Morton 00:30:39 4d4745a9-22b4-4bf8-a451-939e4f908fd4 Jason Whitehead & Jason Noble 135 full false https://pod.co/the-jasons-take-on/ai-is-exposing-broken-revenue-engines Mon, 28 Sep 2026 06:00:30 +0000 Most SaaS companies spend a lot of time thinking about what they want to tell customers.

But how much time do they spend genuinely listening?

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lux Narayan, founder of StreamAlive, to explore what real engagement actually looks like.

We discuss why attendance and participation are not the same as engagement, why polls and interaction can easily become theatre and what changes when you design conversations around what you want to learn rather than simply what you want to say.

We also explore the role AI could play in helping organisations listen at scale. Instead of using AI simply to create more content, presentations and messages, could one of its most valuable uses be helping us understand what hundreds or thousands of customers are actually thinking?

The conversation covers webinars, product demos, customer onboarding, training and Customer Success, with one important theme running throughout:

Activity is not evidence of value.

If customers attend your meetings, complete your training or use your product, that tells you something. But it does not necessarily tell you whether they understood anything, changed their behaviour or achieved the outcomes they were looking for.

So how do we move from talking at customers to learning from them and turn genuine engagement into adoption, value, retention and growth?

About Lux Narayan

Lux Narayan is the founder of StreamAlive. His TED talk on lessons from analysing obituaries has been viewed more than two million times. He is also the author of Name Place Animal Thing and has a long-standing interest in storytelling, comedy and how people communicate.

Find out more at LuxNarayan.com.

About StreamAlive

StreamAlive uses AI to turn chat in platforms such as Teams and Zoom into real-time interaction, including polls, live maps, summaries and audience insights.

It is designed for webinars, presentations, training and other one-to-many sessions and integrates with tools including PowerPoint, Canva and Gamma.

Find out more at StreamAlive.com.


]]> Are You Really Engaging Customers or Just Talking at Them - with Lux Narayan Are You Really Engaging Customers or Just Talking at Them - with Lux Narayan 00:43:18 817b49e2-1439-4214-acda-536d7e99cd72 Jason Whitehead & Jason Noble 134 full false https://pod.co/the-jasons-take-on/are-you-really-engaging-customers-or-just-talking-at-them Mon, 21 Sep 2026 06:00:23 +0000 AI agents are moving from demos into real business workflows.

They are no longer just answering questions or drafting content. They are starting to take action across systems, data, workflows and customer processes.

That creates a much bigger leadership question.

Who is accountable when an AI agent acts?

In this episode of Breakthrough SaaS Growth with The Jasons, we speak with Venkat Siva, Co-Founder and CEO of CompFly AI, about the rise of agentic AI, controlled autonomy and why governance matters when AI systems move from advising humans to acting on their behalf.

We explore why AI agents are different from chatbots and copilots, what happens when agents are given access to business systems and why prompt-level control is not enough once AI can trigger real actions.

We also discuss what SaaS founders, operators, customer leaders, RevOps teams and enterprise leaders need to think about before scaling AI agents across the business.

Key topics include:

(1) Why AI agents create a new accountability challenge

(2) What controlled autonomy means in practice

(3) Why AI governance needs to move beyond prompts

(4) How agentic AI changes trust, control and risk

(5) Where AI agents may show up first in SaaS companies

(6) What leaders should put in place before scaling agents

This is a practical conversation about how to get the upside of AI agents without sleepwalking into avoidable risk, confusion or another expensive AI transformation mess.

Connect with Venkat: https://www.linkedin.com/in/venkiz/

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> AI Agents Are Here But Who Is Accountable When They Act - with Venkat Siva AI Agents Are Here But Who Is Accountable When They Act - with Venkat Siva 00:36:13 99ff71cd-f553-42c4-8498-10191a910dbe Jason Whitehead & Jason Noble 133 full false https://pod.co/the-jasons-take-on/ai-agents-are-here-but-who-is-accountable-when-they-act-with-venkat-siva Mon, 14 Sep 2026 06:00:28 +0000 SaaS companies often record churn as price, missing features, competition or budget pressure. Those answers rarely reveal why the customer decided the product no longer mattered.

That leaves Customer Success, Product and Support fixing symptoms while the underlying retention risk remains.

In this episode, Jason Noble and Jason Whitehead explore one simple cancellation question: “What made you decide to cancel?” You will learn how to uncover the real trigger behind customer churn and turn individual conversations into patterns the business can act on.

We examine onboarding failure, poor product fit, value mismatch, customer experience and competitive pressure. We also explain how SaaS teams can use cancellation feedback to improve customer retention, adoption and customer value.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> One Question That Reveals Why SaaS Customers Really Churn One Question That Reveals Why SaaS Customers Really Churn 00:05:01 6e5ceddb-26d0-44eb-8c2e-fd0e13303506 Jason Whitehead & Jason Noble 132 full false https://pod.co/the-jasons-take-on/one-question-that-can-cut-customer-churn-in-half Mon, 07 Sep 2026 06:00:32 +0000 AI capability is advancing faster than most SaaS operating models can change. New tools and AI agents will not produce measurable ROI if workflows, ownership, data and behaviours remain the same.

In this episode, Jason Noble and Jason Whitehead explore why AI adoption is becoming an organisational change problem rather than a technology problem.

You will learn why automating a broken process usually creates bigger problems faster, how the gap between technology speed and organisational speed delays AI ROI and why SaaS companies need to connect AI features to credible business outcomes.

We also discuss adoption, customer value and the role customer context, workflows and permissions could play in creating a more defensible SaaS product.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why SaaS Companies Struggle to Turn AI Into Measurable ROI Why SaaS Companies Struggle to Turn AI Into Measurable ROI 00:14:00 2a8ef30b-b028-4202-8536-5f62af284f80 Jason Whitehead & Jason Noble 131 full false https://pod.co/the-jasons-take-on/ai-is-moving-faster-than-your-company-can-change Thu, 03 Sep 2026 07:00:26 +0000 Doing good work is no longer enough to build a resilient career in Customer Success. CSMs and CS leaders also need visibility, commercial credibility and a clear professional reputation.

Seán Reid, Head of Customer Success at Supermetrics, joins us to explain how he rebuilt his momentum after redundancy and why personal brand became an important part of his career resilience.

You will learn how to build professional visibility without becoming performative, what aspiring Customer Success leaders need to do differently and why your reputation should be developed before you urgently need it.

We also discuss regional CS leadership, executive engagement and the growing need for Customer Success to demonstrate commercial impact and customer value.

Connect with Seán: https://www.linkedin.com/in/sean-reid/

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Personal Brand Builds Career Resilience in Customer Success - with Seán Reid How Personal Brand Builds Career Resilience in Customer Success - with Seán Reid 00:36:02 07ba468b-c243-4423-923b-02f560c5d966 Jason Whitehead & Jason Noble 130 full false https://pod.co/the-jasons-take-on/why-personal-brand-matters-in-customer-success-with-sen-reid Tue, 01 Sep 2026 06:00:25 +0000 Businesses are racing to use AI but too many are beginning with the technology rather than the problem.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Eddie Irvin, founder of Nashville AI Advisory, to examine why many AI projects struggle to deliver measurable business value.

The conversation explores:

  • why buying AI tools is not the same as having an AI strategy
  • how automating broken processes can make problems worse
  • why businesses have more data but not necessarily better decisions
  • how AI can move dashboards from reporting towards recommendations
  • where human judgement and accountability remain essential
  • how leaders can identify the problems that are genuinely worth solving
  • what successful AI adoption looks like beyond the pilot stage

The central message is straightforward: AI should not simply help businesses generate more information or complete more tasks. It should help people make better decisions and achieve better business outcomes.

About Eddie Irvin...

Eddie is the founder of Nashville AI Advisory. He works with established businesses to design and implement practical AI and automation strategies that solve real operational problems.

Find out more about Eddie and Nashville AI Advisory:

https://nashvilleaiadvisory.com/

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why AI Projects Struggle to Deliver Business Value - with Eddie Irvin Why AI Projects Struggle to Deliver Business Value - with Eddie Irvin 00:34:06 ebb41bc3-a2ee-4251-8077-94a379c9a10c Jason Whitehead & Jason Noble 129 full false https://pod.co/the-jasons-take-on/why-businesses-are-getting-ai-wrong Mon, 24 Aug 2026 06:00:26 +0000 Customer Success teams have more data, automation and process than ever. Yet many have become better at managing customers at scale than understanding them at scale.

That loss of customer context weakens personalisation, customer value and ultimately retention.

Guy Nirpaz, founder of Perspective AI and author of Farm Don’t Hunt, joins us to explore how Customer Success can scale without turning every customer into a generic journey or playbook.

You will learn why customer context matters, where CSM judgement remains essential and how AI and CX agents could create more personalised Customer Success at scale.

We also discuss how the CSM role is changing and how AI can help teams become more relevant, commercially valuable and focused on customer outcomes.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success at Scale Is Losing Customer Context - with Guy Nirpaz Why Customer Success at Scale Is Losing Customer Context - with Guy Nirpaz 00:44:38 c8b338ce-e4f3-41fb-b2a3-28e10d588315 Jason Whitehead & Jason Noble 128 full false https://pod.co/the-jasons-take-on/has-customer-success-lost-its-mojo-with-guy-nirpaz Mon, 17 Aug 2026 06:00:18 +0000 AI allows sales, marketing and service teams to create more content, contact more customers and respond more quickly. But when the message is wrong, AI scales the damage as efficiently as it scales the work.

In the final episode of this three-part series, Jason Noble and Jason Whitehead examine how AI-generated claims and answers can damage customer trust across the SaaS journey.

You will learn how loose sales promises create retention problems for Customer Success, why AI-generated marketing needs stronger review and where customer-facing AI requires clear boundaries.

We also discuss guardrails around pricing, security, compliance and contractual commitments. AI is part of the customer experience and customers will hold the SaaS company accountable for every promise it makes.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How AI Scales Broken Promises & Damages Customer Trust (Part 3 of 3) How AI Scales Broken Promises & Damages Customer Trust (Part 3 of 3) 00:26:27 3af80158-04bf-49dd-8214-78c78aeb9778 Jason Whitehead & Jason Noble 127 full false https://pod.co/the-jasons-take-on/is-ai-killing-trust-in-saas-part-3-of-3 Mon, 29 Jun 2026 06:00:21 +0000 AI can produce a polished QBR, account summary or renewal narrative in seconds. But a professional-looking customer story can still be wrong.

Usage data, support tickets and health scores rarely explain the customer’s priorities, intent or perception of value. If Customer Success teams treat AI output as the truth, they risk damaging trust and missing genuine churn signals.

In part two of this series, Jason Noble and Jason Whitehead examine how CSMs and CS leaders should use AI in account management.

You will learn how to separate facts from interpretation, validate AI-generated account narratives and use AI to prepare the CSM without replacing human judgement. We also share practical guardrails for QBRs, renewal reviews and customer-facing materials.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why AI-Generated QBRs Can Mislead Customer Success Teams (Part 2 of 3) Why AI-Generated QBRs Can Mislead Customer Success Teams (Part 2 of 3) 00:24:48 075f2b63-a242-4311-8196-3c526e6c0420 Jason Whitehead & Jason Noble 126 full false https://pod.co/the-jasons-take-on/is-ai-killing-trust-in-saas-part-2-of-3 Mon, 22 Jun 2026 06:00:46 +0000 I agents are moving beyond assistance and becoming active users of SaaS products. They can book meetings, update records, trigger workflows and move work between systems without relying on a traditional user interface.

That shift changes how SaaS products need to be designed, sold, supported and valued.

In this episode, Jason Noble and Jason Whitehead explore what happens when the primary user of software is an AI agent rather than a person.

You will learn why APIs, data models, permissions, interoperability and workflow design become more important in an agentic AI environment. We also examine what AI agents mean for SaaS adoption, customer value, product strategy and defensibility.

If an AI agent became the main user of your product, what would break first?

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> What Happens to SaaS When AI Becomes the Primary User? What Happens to SaaS When AI Becomes the Primary User? 00:15:35 d76adf34-0afc-42c9-9bf6-7d6da655e0d6 Jason Whitehead & Jason Noble 125 full false https://pod.co/the-jasons-take-on/when-ai-becomes-the-user Mon, 15 Jun 2026 06:00:27 +0000 AI is making sales outreach faster and more personalised. It is also making it easier to manufacture credibility without genuine customer understanding.

When polished messages are not supported by real knowledge, trust collapses as soon as the human conversation begins.

In part one of this three-part series, Jason Noble and Jason Whitehead examine fake personalisation, AI-generated credibility and the growing gap between messaging and operational reality.

You will learn how AI can amplify poor GTM behaviour, why small moments of dishonesty damage customer trust and what Sales, Marketing and Customer Success teams should do differently.

This is not an argument against AI. It is a practical discussion about using AI responsibly while protecting authenticity, customer relationships and long-term SaaS retention.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How AI-Generated Personalisation Undermines SaaS Trust (Part 1 of 3) How AI-Generated Personalisation Undermines SaaS Trust (Part 1 of 3) 00:15:49 cb0e5650-741a-40e9-862d-e390cfa053a1 Jason Whitehead & Jason Noble 124 full false https://pod.co/the-jasons-take-on/is-ai-killing-trust-in-saas Mon, 01 Jun 2026 07:57:20 +0000 Enterprise buyers are being asked to trust AI claims, automated decisions and data they cannot always see or explain. When SaaS vendors cannot provide clarity, buyer confidence quickly weakens.

That trust gap affects AI adoption, customer retention, renewals and expansion.

Catherine Dowden-King joins us to explore why trust has become a commercial issue for SaaS companies in the AI era.

You will learn why vague AI messaging damages credibility, why buyers often trust peers and communities more than brands and how Sales, Product and Customer Success can unintentionally erode confidence.

We also examine AI transparency, data trust and how SaaS companies can prove customer value and business outcomes more clearly.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Enterprise Buyers Don’t Yet Trust AI in SaaS - with Catherine Dowden-King Why Enterprise Buyers Don’t Yet Trust AI in SaaS - with Catherine Dowden-King 00:42:20 a0dc90c0-9743-4995-ae9e-2e947d1dd554 Jason Whitehead & Jason Noble 123 full false https://pod.co/the-jasons-take-on/ai-is-exposing-a-trust-problem-in-saas-with-catherine-dowden-king Tue, 26 May 2026 06:30:19 +0000 Treating every SaaS customer equally may feel fair but it often leads to poor resource allocation. High-value customers become under-supported while lower-value accounts consume disproportionate time and attention.

That weakens retention, expansion and post-sales growth.

Christine Day, founder of Results 2Day, joins us to explain how SaaS companies can use customer segmentation and the 80/20 principle more effectively.

You will learn why MRR alone can be misleading, how to identify genuinely high-value customers and how to focus Customer Success resources where they create the greatest commercial value.

We also discuss what to do with the other 80% and how better customer data can improve prioritisation, retention and expansion.

Connect with Christine:

 https://www.linkedin.com/in/christineeday/

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Treating Every Customer the Same Hurts SaaS Growth - with Christine Day Why Treating Every Customer the Same Hurts SaaS Growth - with Christine Day 00:31:32 39029162-4299-4be6-913d-a28bfdf75b08 Jason Whitehead & Jason Noble 122 full false https://pod.co/the-jasons-take-on/stop-treating-all-customers-equally-its-killing-your-growth Mon, 18 May 2026 06:30:27 +0000 Payments have become an expected part of many vertical SaaS platforms. The next opportunity is using embedded finance to remove customer friction and create additional value.

Patrick O’Donnell, Global Commercial Director for Payments and Embedded Finance at Phorest Salon Software, joins us to explore what comes next.

You will learn why payments alone are no longer a meaningful differentiator, where embedded finance can improve customer outcomes and how vertical SaaS companies can create better financial experiences.

We also examine the importance of data, trust and customer context when introducing financial products. This is a practical discussion about customer value, product strategy and sustainable SaaS growth rather than monetisation alone.

Connect with Pat on LinkedIn

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Embedded Finance Is the Next Growth Lever for Vertical SaaS - with Patrick O’Donnell Why Embedded Finance Is the Next Growth Lever for Vertical SaaS - with Patrick O’Donnell 00:31:46 12d4beee-3df6-4ee4-8d81-ea675a4bcd0a Jason Whitehead & Jason Noble 121 full false https://pod.co/the-jasons-take-on/payments-is-table-stakes-now-what-where-embedded-finance-actually-creates-value-for-customers Mon, 11 May 2026 06:30:20 +0000 AI is not threatening every SaaS product equally. It is exposing products that depend on convenience without owning an important workflow, customer outcome or system of record.

As AI agents increase automation and reduce switching costs, SaaS companies need a clearer answer to why their product remains valuable and defensible.

In this episode, Jason Noble and Jason Whitehead examine which SaaS categories are most vulnerable and where companies can still build durable customer value.

You will learn why workflow ownership, process depth, customer context and trust still matter. We also explore how AI changes SaaS product strategy, adoption and differentiation.

The question is not simply whether AI will kill SaaS. It is whether your product is important enough for customers to keep.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Is AI Killing SaaS or Exposing Weak Products? Is AI Killing SaaS or Exposing Weak Products? 00:33:36 4e32b146-91bb-4d75-a170-83cfbb500358 Jason Whitehead & Jason Noble 120 full false https://pod.co/the-jasons-take-on/episode-120-saas-isnt-dying-ai-is-resetting-what-matters Wed, 10 Jun 2026 11:30:19 +0000 Customer Success was created to improve adoption and protect renewals. But tighter budgets, greater CFO scrutiny and higher expectations around ROI mean activity and relationships are no longer enough.

SaaS companies need Customer Success to become a stronger engine for customer retention, expansion and NRR.

In this episode, Jason Noble and Jason Whitehead explore the shift from Customer Success to Customer Growth.

You will learn how teams can move from adoption metrics to measurable customer outcomes, from renewal defence to expansion and from reactive engagement to commercial value creation.

We also examine ownership, incentives, metrics and the GTM alignment required across Sales, Customer Success, Product and Finance.

If Sales stopped selling tomorrow, would your existing customers still grow the business?

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Must Become Customer Growth Why Customer Success Must Become Customer Growth 00:32:34 6a9eb73d-6af5-4324-8943-d477ada701c1 Jason Whitehead & Jason Noble 119 full false https://pod.co/the-jasons-take-on/119-from-customer-success-to-customer-growth-the-next-evolution-of-saas Sun, 07 Jun 2026 06:00:00 +0000 Revenue is created across the entire customer lifecycle. Yet many SaaS companies still run Sales Kickoff as though growth belongs to Sales alone.

That reinforces silos and leaves customer retention, expansion and post-sales growth outside the main revenue conversation.

Kristi Faltorusso joins us to explore the shift from Sales Kickoff to Revenue Kickoff and what genuine GTM alignment looks like.

You will learn how to bring Sales, Marketing, Customer Success, Services and Support together around customer value and commercial outcomes.

We also discuss shared metrics, incentives, enablement and why simply inviting Customer Success into the room does not create revenue alignment.

Connect with Kristi: https://www.linkedin.com/in/kristiserrano/

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why SaaS Companies Need Revenue Kickoffs, Not Sales Kickoffs - with Kristi Faltorusso Why SaaS Companies Need Revenue Kickoffs, Not Sales Kickoffs - with Kristi Faltorusso 00:34:05 f391895e-f761-4cf5-b0fb-b8a04af9b9ba Jason Whitehead & Jason Noble 118 full false https://pod.co/the-jasons-take-on/118-guest-kristi-faltorusso-the-shift-from-sko-to-rko-aligning-teams-around-revenue Tue, 31 Mar 2026 13:00:34 +0000 AI is changing customer expectations, increasing build-versus-buy pressure and making it easier for buyers to question whether a SaaS product still provides enough value.

At the same time, CFO scrutiny is making every renewal harder to defend. Weak customer value is now showing up as churn and pressure on GRR.

Josh Schachter, SVP of AI Strategy and Market Development at Gainsight, joins us to explore what is really threatening SaaS retention.

You will learn how AI is changing renewal conversations, why customer value must be made more visible and what Customer Success teams need to do differently to protect retention.

We also discuss churn risk, commercial relevance and how SaaS leaders can improve value proof in the AI era.

Connect with Josh: https://www.linkedin.com/in/jschachter/

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why AI Is Putting SaaS Retention Under Pressure - with Josh Schachter Why AI Is Putting SaaS Retention Under Pressure - with Josh Schachter 00:32:00 563bbabc-dc7c-490f-bd12-1fdee7f42e73 Jason Whitehead & Jason Noble 117 full false https://pod.co/the-jasons-take-on/117-guest-josh-schachter-ai-churn-and-grr-whats-really-threatening-saas-retention Fri, 29 May 2026 08:00:00 +0000 AI is taking over more Customer Success administration, reporting and repetitive account work. That creates an opportunity for CSMs but it also raises expectations.

Staying busy is no longer the same as being strategic.

Chad Horenfeldt joins us to explore how CSMs can remain relevant and commercially valuable as AI changes the role.

You will learn what separates a strategic CSM from a reactive one, why product usage is not the same as customer value and how to move conversations towards measurable customer outcomes.

We also discuss executive engagement, business value and where AI should support rather than replace CSM judgement.

Connect with Chad:

https://www.linkedin.com/in/chadhorenfeldt/

🌐 Visit Breakthrough SaaS Growth:

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]]> How CSMs Stay Strategic in the AI Era - with Chad Horenfeldt How CSMs Stay Strategic in the AI Era - with Chad Horenfeldt 00:38:58 49d8634a-f155-4799-bc03-74187e2faff1 Jason Whitehead & Jason Noble 116 full false https://pod.co/the-jasons-take-on/116-guest-chad-horenfeldt-how-to-be-a-strategic-csm-in-the-ai-era Tue, 17 Mar 2026 13:00:22 +0000 Scaling a SaaS company too quickly can weaken customer outcomes, damage retention and increase costs faster than revenue.

The era of growth at all costs is over. Sustainable SaaS growth now requires greater discipline, clearer customer value and a stronger route to profitability.In this episode, Jason Noble and Jason Whitehead explore how SaaS companies can scale without creating expensive problems they will later need to fix.

You will learn the warning signs of unhealthy growth, why retention and efficiency matter more as a business scales and which metrics reveal whether growth is genuinely sustainable.

We also discuss hiring, tooling and how leaders can balance ambition with profitable growth and better customer outcomes.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How SaaS Companies Can Scale Without Sacrificing Retention or Profitability How SaaS Companies Can Scale Without Sacrificing Retention or Profitability 00:30:27 8303d989-a9be-4b8a-b630-6753abface8c Jason Whitehead & Jason Noble 115 full false https://pod.co/the-jasons-take-on/115-the-new-age-of-saas-growth-scaling-smarter-not-harder Tue, 10 Mar 2026 13:00:26 +0000 Customer Success was created to help customers achieve valuable outcomes. In many SaaS companies it has gradually become a mixture of reactive support, renewal defence and internal reporting.

When Customer Success loses focus on customer value, retention and post-sales growth become harder to protect.

David Karp joins us to explore whether CS has drifted away from its original purpose and what leaders should do about it.

You will learn how Customer Success can become more accountable for customer outcomes, why empathy cannot replace commercial responsibility and how stronger GTM alignment improves customer value.

We also discuss shared ownership across Sales, Customer Success, Product and leadership.

Connect with David:

https://www.linkedin.com/in/davidalankarp/

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Has Customer Success Lost Focus on Customer Value - with David Karp Has Customer Success Lost Focus on Customer Value - with David Karp 00:32:09 e7ad23e4-d56a-4f7f-b1ec-9ad23e597856 Jason Whitehead & Jason Noble 114 full false https://pod.co/the-jasons-take-on/114-guest-david-karp-has-customer-success-lost-its-sole Tue, 10 Feb 2026 12:00:24 +0000 When every SaaS company has access to similar AI capabilities, AI alone stops being a meaningful differentiator.

Lasting advantage comes from execution, trusted data, stronger processes and the ability to turn technology into customer value and measurable outcomes.

In this episode, Jason Noble and Jason Whitehead explore where AI genuinely helps SaaS companies and where the hype needs to calm down.

You will learn how AI can remove friction across the customer journey, why weak data and broken processes become more visible and where human judgement remains essential.

We also examine AI in Customer Success, organisational culture and how SaaS companies can use automation to improve adoption, trust and customer outcomes rather than simply reduce internal effort.

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why AI Alone Won’t Create a Lasting SaaS Advantage Why AI Alone Won’t Create a Lasting SaaS Advantage 00:26:52 1154175d-1ac8-4124-aeb2-a1775968df55 Jason Whitehead & Jason Noble 113 full false https://pod.co/the-jasons-take-on/113-from-hype-to-reality-where-ai-truly-helps-and-hurts-saas-leaders Wed, 03 Jun 2026 05:00:00 +0000 Internal silos appear to customers as slow handovers, lost context, conflicting information and unclear ownership.

In this episode, Jason Noble and Jason Whitehead explore how misalignment across Sales, Customer Success, Product, Engineering and Marketing damages adoption, trust, renewals and NRR.

You’ll learn where the most damaging silos form, how shared customer data improves decisions and why retention and expansion require cross-functional ownership.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Misaligned SaaS Teams Damage Retention and Expansion Why Misaligned SaaS Teams Damage Retention and Expansion 00:32:55 0dc4b01d-0692-40dc-aa12-6b1fcee79d13 112 full false https://pod.co/the-jasons-take-on/from-silos-to-synergy-aligning-saas-teams-for-retention-expansion Sat, 06 Jun 2026 08:00:00 +0000 Customer experience is shaped by the employee experience behind it. When companies overpromise during recruitment or create poor candidate experiences, the resulting trust gap eventually reaches customers.

Annette Franz joins Jason Noble and Jason Whitehead to explore the promise-delivery gap.

You’ll learn how culture and employee trust affect customer outcomes and why People, Customer Success and leadership teams must align around the promises the company makes.

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Broken Hiring Promises Damage Customer Trust and Retention - with Annette Franz How Broken Hiring Promises Damage Customer Trust and Retention - with Annette Franz 00:36:47 95dee4f4-fcd8-4611-ba14-421ec31cb002 Jason Whitehead & Jason Noble 111 full false https://pod.co/the-jasons-take-on/guest-annette-franz-roken-promises-how-poor-hiring-experiences-erode-trust-long-before-customers-feel-it Tue, 25 Nov 2025 13:55:03 +0000 Training explains how a product works. Adoption changes how customers work and determines whether the product delivers meaningful value.

Jason Whitehead and Jason Noble explain why SaaS companies often treat adoption as a training problem rather than a business change problem.

You’ll learn how adoption drives retention and expansion, how to bring it into the sales process and how to help customers move from purchasing software to changing behaviour.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Adoption Drives SaaS Retention and Expansion Why Customer Adoption Drives SaaS Retention and Expansion 00:28:31 bd97a176-8bac-4872-a0ee-660c9a668149 Jason Whitehead & Jason Noble 110 full false https://pod.co/the-jasons-take-on/beyond-training-turning-customer-adoption-into-your-b2b-saas-growth-engine Mon, 08 Jun 2026 07:00:00 +0000 AI is helping SaaS companies automate more interactions but efficiency alone does not create customer trust.

Bruce Temkin joins Jason Noble and Jason Whitehead to explore how leaders can scale AI without removing the empathy, judgement and human connection customers value.

You’ll learn how human-AI collaboration can strengthen creativity and purpose and where deliberate human touchpoints still matter.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How SaaS Leaders Can Use AI Without Losing Customer Trust - with Bruce Temkin How SaaS Leaders Can Use AI Without Losing Customer Trust - with Bruce Temkin 00:32:45 a1ea5f8d-34af-454c-9dfb-df3dda867e01 Jason Whitehead & Jason Noble 109 full false https://pod.co/the-jasons-take-on/humanity-at-scale-leading-with-empathy-in-the-age-of-ai Tue, 04 Nov 2025 12:00:25 +0000 AI can look impressive in a controlled demonstration and still fail when it encounters fragmented customer data, inconsistent processes and missing business context.

In this episode, Jason Noble and Jason Whitehead explore why SaaS AI pilots stall after the initial excitement.

You’ll learn how data quality affects AI ROI and customer trust and why governance, human verification and change management remain essential.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Weak Data Makes SaaS AI Pilots Fail After the Demo Why Weak Data Makes SaaS AI Pilots Fail After the Demo 00:28:56 7b64f4ee-b772-4c8d-81ee-577062db7ce9 Jason Whitehead & Jason Noble 108 full false https://pod.co/the-jasons-take-on/ai-is-only-as-smart-as-your-data-trust-quality-and-real-world-impact Fri, 29 May 2026 08:00:00 +0000 The Jasons Take On has become Breakthrough SaaS Growth with The Jasons.

In this special episode, Jason Noble and Jason Whitehead explain why the show has been repositioned around how SaaS companies keep customers, grow revenue and prove value in the AI era.

You’ll hear what is changing and why future conversations will connect Customer Success with product, adoption, pricing, GTM alignment, retention, expansion and executive strategy.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Introducing Breakthrough SaaS Growth: How SaaS Companies Keep & Grow Customers Introducing Breakthrough SaaS Growth: How SaaS Companies Keep & Grow Customers 00:06:46 939d4d2d-7fbc-46d5-ba1f-3c3bf8cbddb9 Jason Whitehead & Jason Noble 107 full false https://pod.co/the-jasons-take-on/meet-breakthrough-saas-growth-your-new-go-to-podcast-for-scaling-saas Tue, 09 Jun 2026 06:04:00 +0000 Indiscriminate cost-cutting can weaken the customer relationships and renewal performance SaaS companies are trying to protect.

Dan Griffith joins Jason Noble and Jason Whitehead to explore a more thoughtful approach to efficiency.

You’ll learn where AI can improve productivity, why stronger analytics and proactive renewals matter and how leaders can reduce cost without damaging customer value, retention and future growth.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Cutting Customer Success Puts SaaS Retention at Risk - with Dan Griffith Why Cutting Customer Success Puts SaaS Retention at Risk - with Dan Griffith 00:32:26 374972da-d16a-4db5-8df4-ca7946ee2b78 Jason Whitehead & Jason Noble 106 full false https://pod.co/the-jasons-take-on/guest-dan-griffith-chasing-efficiency-without-killing-growth-invest-in-customer-success-not-cuts Tue, 07 Oct 2025 11:00:25 +0000 AI can help Customer Success teams analyse information, identify risk and work more efficiently but unreliable outputs and weak data can create new problems.

In this episode, Jason Noble and Jason Whitehead separate practical AI value from the hype.

You’ll learn where AI should complement human expertise, why analytical skills and training matter and how CS teams can use AI to improve customer outcomes rather than only internal efficiency.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Where AI Creates Real Value in Customer Success Where AI Creates Real Value in Customer Success 00:30:55 f9378809-ee2a-47cd-af18-f5cae45ec4e1 Jason Whitehead & Jason Noble 105 full false https://pod.co/the-jasons-take-on/ai-in-customer-success-challenges-misconceptions-and-opportunities Fri, 05 Jun 2026 09:00:00 +0000 The boundary between Account Management and Customer Success is becoming increasingly unclear. Without defined ownership, customers experience duplication, gaps and competing commercial agendas.

Alex Raymond joins Jason Noble and Jason Whitehead to examine how the two functions are evolving.

You’ll learn where their responsibilities should differ, where they should collaborate and how both can align around customer retention and expansion.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Where Account Management Ends and Customer Success Begins - with Alex Raymond Where Account Management Ends and Customer Success Begins - with Alex Raymond 00:41:08 55502696-e02d-4091-b452-fd1230bcf10c Jason Whitehead & Jason Noble 104 full false https://pod.co/the-jasons-take-on/guest-alex-raymond-account-management-vs-customer-success-convergence-or-collapse Fri, 05 Jun 2026 12:00:00 +0000 Customer Success has become diluted by unclear ownership, overlapping roles and conflicting expectations about revenue and customer value.

In this episode, Jason Noble and Jason Whitehead explore what CS is actually there to do.

You’ll learn who should own the customer, whether CS should carry revenue responsibility and how the function can move beyond reactive support and relationship management.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> What Should Customer Success Actually Own in a SaaS Business? What Should Customer Success Actually Own in a SaaS Business? 00:30:13 bc9cbcd1-2277-4e88-9e7c-808a5cec0d2c Jason Whitehead & Jason Noble 103 full false https://pod.co/the-jasons-take-on/customer-success-in-crisis-redefining-identity-value-and-future-impact Thu, 26 Jun 2025 11:00:26 +0000 Traditional Customer Success models are under pressure from layoffs, AI, profitability expectations and growing demands for measurable customer value.

In this episode, Jason Noble and Jason Whitehead examine why reactive CS teams struggle to demonstrate commercial impact.

You’ll learn why NPS and activity metrics are insufficient and how leaders can rebuild Customer Success around outcomes, retention and expansion.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Traditional Customer Success Is Struggling to Prove Value Why Traditional Customer Success Is Struggling to Prove Value 00:31:19 51ddb3d2-8656-4aa5-9cd7-a0e48f9e91b7 Jason Whitehead & Jason Noble 102 full false https://pod.co/the-jasons-take-on/the-end-of-cs-as-we-know-it Thu, 04 Jun 2026 06:00:00 +0000 AI creates value when it improves a meaningful business or customer outcome, not simply when it automates an existing task.

In this episode, Jason Noble and Jason Whitehead explore how AI can support B2B SaaS growth across Customer Success and the wider GTM organisation.

You’ll learn where AI can improve efficiency and customer engagement, how it can help identify churn risk and why human judgement and clear outcomes remain essential.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How AI Can Drive Growth in B2B SaaS How AI Can Drive Growth in B2B SaaS 00:29:51 aeb27338-f08c-4f10-acf8-540ac2ec699d Jason Whitehead & Jason Noble 101 full false https://pod.co/the-jasons-take-on/leveraging-ai-for-growth-and-customer-success-in-b2b-saas Mon, 01 Jun 2026 08:02:00 +0000 Customer centricity creates no advantage if it does not influence the customer journey, investment decisions and how value is delivered.

In this episode, Jason Noble and Jason Whitehead explore practical customer centricity in a market shaped by AI, economic pressure and changing expectations.

You’ll learn what customer-centric businesses do differently and how leaders can turn customer focus into stronger retention and sustainable growth.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How SaaS Leaders Turn Customer Centricity Into Retention and Growth How SaaS Leaders Turn Customer Centricity Into Retention and Growth 00:32:53 d37caa25-3c3b-448c-a092-1b64af562669 Jason Whitehead & Jason Noble 100 full false https://pod.co/the-jasons-take-on/customer-centricity-in-2025-leading-strategies-for-business-growth Thu, 04 Jun 2026 03:00:00 +0000 A customer’s exit is still part of their experience with your company. Poor offboarding can damage reputation and destroy the possibility of future re-engagement.

In this episode, Jason Noble and Jason Whitehead explore how SaaS companies should manage departing customers.

You’ll learn how to protect trust, gather more useful churn insight and create a structured exit process that leaves the relationship in better condition.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why SaaS Customer Offboarding Matters for Trust and Future Growth Why SaaS Customer Offboarding Matters for Trust and Future Growth 00:31:49 0fbbf625-b2e7-4d42-9f75-a06c33ad07f7 Jason Whitehead & Jason Noble 99 full false https://pod.co/the-jasons-take-on/handling-customer-exits-essential-strategies-for-offboarding-customers Fri, 29 May 2026 08:00:00 +0000

Customer Success is under pressure to demonstrate its contribution to retention, expansion and profitable growth.

Jay Nathan joins Jason Noble and Jason Whitehead to discuss whether the function and even its name need to evolve.

You’ll learn how AI and market pressure are changing the CS operating model and how companies can remain customer-centred while becoming more commercially accountable.

Jay’s newsletter: https://www.chiefcustomerofficer.io/

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Must Become More Commercial - with Jay Nathan Why Customer Success Must Become More Commercial - with Jay Nathan 00:33:20 dae0e75a-73e8-47b0-bcd4-08d0b7986824 Jason Whitehead & Jason Noble 98 full false https://pod.co/the-jasons-take-on/guest-jay-nathan-exploring-the-future-of-customer-success Wed, 10 Jun 2026 07:00:00 +0000 Resilience is a leadership capability in SaaS environments shaped by customer pressure, churn, internal change and uncertainty.

Summie Yeung joins Jason Noble and Jason Whitehead to explore how coaching strengthens confidence and decision-making.

You’ll learn how identity and belonging affect leadership and why more resilient leaders and teams create better customer and business outcomes.

Learn more about Summie at https://summieyeung.com.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Coaching Builds Resilient SaaS Leaders and Teams - with Summie Yeung How Coaching Builds Resilient SaaS Leaders and Teams - with Summie Yeung 00:28:43 df9673ed-f2f5-4078-872b-50b358f5e4bc Jason Whitehead & Jason Noble 97 full false https://pod.co/the-jasons-take-on/guest-summie-yeung-how-coaching-builds-resilience Mon, 08 Jun 2026 15:00:00 +0000

Sustainable SaaS growth increasingly depends on customers who stay, expand and advocate, not only on acquiring new logos.

Edward Chiu joins Jason Noble and Jason Whitehead to explain customer-led growth.

You’ll learn how customer value influences lifetime value, retention and expansion and how post-sales teams can turn recurring customer outcomes into a stronger growth engine.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer-Led Growth Drives SaaS Retention and Expansion - with Edward Chiu How Customer-Led Growth Drives SaaS Retention and Expansion - with Edward Chiu 00:38:46 20acd576-a9b0-4dc0-bc05-f60a68c5f40e Jason Whitehead & Jason Noble 96 full false https://pod.co/the-jasons-take-on/guest-edward-chiu-customer-led-growth Fri, 19 Jun 2026 11:00:11 +0000 Commercial confidence is not only a sales skill. Customer-facing teams need to connect product use to the customer’s business priorities and outcomes.

Casey Trujillo and Todd Kirk join Jason Noble and Jason Whitehead to explore adoption and behaviour change.

You’ll learn why unused software damages retention and how CS, onboarding and enablement teams can help customers realise meaningful value.

Listen to the SaaS Therapy podcast:

https://www.brainstorminc.com/saastherapy.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Commercially Confident Teams Accelerate SaaS Adoption and Value - with Casey Trujillo & Todd Kirk How Commercially Confident Teams Accelerate SaaS Adoption and Value - with Casey Trujillo & Todd Kirk 00:44:24 4bb9cb8c-2dd0-4c75-ab0d-1db210fc76da Jason Whitehead & Jason Noble 95 full false https://pod.co/the-jasons-take-on/guests-casey-trujillo-todd-kirk-building-commercially-confident-teams Tue, 16 Jun 2026 10:00:00 +0000 By the time a renewal becomes visibly at risk, the underlying problem may have existed for months. Proactive Customer Success must begin before the contract is signed.

Dan Gianfreda joins Jason Noble and Jason Whitehead to explore how better expectation-setting and executive alignment protect renewals.

You’ll learn how Sales, Marketing, CS and Operations can build a stronger customer journey and create shared commitment to success.

Learn more about Dan at http://www.batteriesincluded.biz.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Proactive Customer Success Must Start Before the Sale - with Dan Gianfreda Why Proactive Customer Success Must Start Before the Sale - with Dan Gianfreda 00:32:32 529c4c06-9427-4003-b623-b7071ffd8d84 Jason Whitehead & Jason Noble 94 full false https://pod.co/the-jasons-take-on/guest-dan-gianfreda-proactive-to-reactive-customer-success Wed, 17 Jul 2024 17:25:13 +0000 Customer Success is central to the SaaS model but many companies still struggle to connect it to measurable financial performance.

Dave Jackson joins Jason Noble and Jason Whitehead to explore why CS often falls short of its commercial potential.

You’ll learn how customer-led growth changes company priorities and what CEOs, investors and customer leaders should expect from a modern Customer Success organisation.

Connect with Dave Jackson on LinkedIn:

https://www.linkedin.com/in/davidjacksonuk

Learn more: https://thecustomer.co

And Dave’s free ebook on Product-Led Customer Success:

 https://thecustomer.co/2018/07/17/product-led-cs-ebook/

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Still Struggles to Deliver Commercial Impact - with Dave Jackson Why Customer Success Still Struggles to Deliver Commercial Impact - with Dave Jackson 00:33:05 34fe423a-706a-462d-b34a-fed9d1376f2d Jason Whitehead & Jason Noble 93 full false https://pod.co/the-jasons-take-on/guest-dave-jackson-tbd Thu, 11 Jun 2026 08:00:00 +0000 Customer education should do more than teach product features or measure course completion. It should help customers change behaviour and achieve business outcomes.

Vicky Kennedy joins Jason Noble and Jason Whitehead to discuss the future of customer education.

You’ll learn why traditional training models fall short and how education can become a stronger driver of adoption, retention and customer value.

Learn more about Echtus: https://www.echtus.com

Connect with Vicky on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Education Must Drive Adoption, Value and Growth - with Vicky Kennedy Why Customer Education Must Drive Adoption, Value and Growth - with Vicky Kennedy 00:26:03 10119b4a-69e8-4891-ae70-681fafb71dbf Jason Whitehead & Jason Noble 92 full false https://pod.co/the-jasons-take-on/guest-vicky-kennedy-tbd Tue, 12 Mar 2024 11:00:07 +0000 Product and Customer Success see different parts of the same customer problem. Weak alignment causes valuable customer insight to be lost or turned into unstructured noise.

Jennifer Chiang joins Jason Noble and Jason Whitehead to explore how the two functions can work together.

You’ll learn how to structure feedback, use analytics and make better product decisions around adoption, retention and customer value.

Connect with Jennifer Chiang on LinkedIn

Learn more: https://www.guidetocustomersuccess.com/

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Product and Customer Success Alignment Improves Retention and Growth - with Jennifer Chiang Why Product and Customer Success Alignment Improves Retention and Growth - with Jennifer Chiang 00:27:05 4c73520e-301e-4ba1-88ec-64d459de4935 Jason Whitehead & Jason Noble 91 full false https://pod.co/the-jasons-take-on/guest-jennifer-chiang-product-and-cs-alignment Tue, 19 Dec 2023 12:00:20 +0000 The Customer Success talent market is changing as companies demand more commercial, strategic and adaptable CS professionals.

Rohan Tailor joins Jason Noble and Jason Whitehead to discuss current hiring expectations.

You’ll learn which Customer Success roles are emerging, what employers are looking for and how candidates can demonstrate stronger commercial awareness and customer impact.

Connect with Rohan Tailor on LinkedIn

Learn more about ABR Talent: http://www.abrtalent.co.uk

🌐 Visit Breakthrough SaaS Growth:

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]]> What SaaS Companies Look for in Customer Success Talent - with Rohan Tailor What SaaS Companies Look for in Customer Success Talent - with Rohan Tailor 00:29:53 a6cb1d2d-1035-4308-820e-35d7f08f5d0c Jason Whitehead & Jason Noble 90 full false https://pod.co/the-jasons-take-on/guest-rowan-tailor Tue, 12 Dec 2023 12:00:15 +0000 Customer Success excellence is not about awards, slogans or good intentions. It is about creating measurable customer and commercial results.

Alex Farmer joins Jason Noble and Jason Whitehead to explore what high-performing post-sales teams do differently.

You’ll learn how strong CS organisations reduce churn, support expansion and create clearer value for customers and the business.

Connect with Alex Farmer on LinkedIn

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]]> What Customer Success Excellence Really Looks Like - with Alex Farmer What Customer Success Excellence Really Looks Like - with Alex Farmer 00:36:09 cd39d364-9031-492e-9bb1-1e6965ba5a14 Jason Whitehead & Jason Noble 89 full false https://pod.co/the-jasons-take-on/guest-alex-farmer Wed, 06 Dec 2023 00:36:07 +0000 Durable SaaS growth is not created during one renewal cycle. It comes from a long-term operating model for customer value, retention and expansion.

Jay Nathan joins Jason Noble and Jason Whitehead to discuss playing the long game in Customer Success.

You’ll learn how post-sales strategy changes as companies scale and how leaders can balance short-term revenue pressure with stronger customer lifetime value.

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]]> Why SaaS Leaders Need a Long-Term Strategy for Retention and Expansion - with Jay Nathan Why SaaS Leaders Need a Long-Term Strategy for Retention and Expansion - with Jay Nathan 00:43:42 2ca33abd-fb5b-4c3a-87d0-87bcdbe2f734 Jason Whitehead and Jason Noble 88 full false https://pod.co/the-jasons-take-on/guest-jay-nathan-playing-for-the-long-game Mon, 21 Aug 2023 11:00:13 +0000 High-touch Customer Success cannot economically reach every customer. Customer education can help users learn, adopt and make progress more independently.

Vanessa Neurohr joins Jason Noble and Jason Whitehead to share how she built a scalable education programme.

You’ll learn how customer education reduces pressure on CSMs while supporting adoption, value and a more consistent customer experience.

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]]> How Customer Education Scales Customer Success Without More Headcount - with Vanessa Neurohr How Customer Education Scales Customer Success Without More Headcount - with Vanessa Neurohr 00:24:18 3a06c22f-d837-4fad-b5e5-e98730e5b583 Jason Whitehead and Jason Noble 87 full false https://pod.co/the-jasons-take-on/guest-vanessa-neurohr-scaling-cs-via-customer-education Sat, 13 Jun 2026 05:00:00 +0000 The Chief Customer Officer must align multiple post-sales functions while representing the customer at executive level.

Pat Phelan joins Jason Noble and Jason Whitehead to share his journey to becoming CCO at GoCardless.

You’ll learn how to build and scale global customer organisations and why Customer Success, Support, Onboarding and Account Management need a shared operating model.

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]]> What It Takes to Become a Chief Customer Officer - with Pat Phelan What It Takes to Become a Chief Customer Officer - with Pat Phelan 00:26:09 20eb3de1-a0df-46c4-8841-557b10dccea2 Jason Whitehead and Jason Noble 86 full false https://pod.co/the-jasons-take-on/guest-pat-phelan-the-journey-to-becoming-a-chief-customer-officer Fri, 05 Jun 2026 13:00:00 +0000 Strategic Customer Success is not defined by better meetings or more senior relationships. It helps customers make better decisions and achieve meaningful outcomes.

Jay Nathan joins Jason Noble and Jason Whitehead to explore strategic behaviour in post-sales teams.

You’ll learn how CS can move beyond activity and relationship management and create clearer customer value, retention and expansion.

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]]> How Strategic Customer Success Improves Retention and Expansion - with Jay Nathan How Strategic Customer Success Improves Retention and Expansion - with Jay Nathan 00:38:03 186ee1e7-b827-4f7a-a6dc-f0b4ddfa6dce Jason Whitehead and Jason Noble 85 full false https://pod.co/the-jasons-take-on/guest-jay-nathan-strategic-behaviour-as-it-relates-to-customer-success Thu, 23 Mar 2023 11:00:13 +0000 The CSM role is changing as SaaS companies demand greater efficiency, commercial awareness and measurable customer value.

Maranda Dziekonski joins Jason Noble and Jason Whitehead to explore the skills future CSMs will need.

You’ll learn why strategic thinking, adaptability and commercial confidence matter and how CSMs can contribute more directly to customer retention, expansion and business growth.

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]]> What Customer Success Managers Need to Stay Relevant - with Maranda Dziekonski What Customer Success Managers Need to Stay Relevant - with Maranda Dziekonski 00:22:24 8ba21719-a1cb-4efc-9796-38594dc8d842 Jason Whitehead and Jason Noble 84 full false https://thejasonstakeon.com/podcast/guest-maranda-dziekonski-what-does-the-future-customer-success-manager-look-like/ Tue, 14 Mar 2023 11:00:13 +0000 Customer Success can involve heavy workloads, emotional pressure and responsibility for problems the CSM cannot fully control.

Ryan Johansen joins Jason Noble and Jason Whitehead to discuss burnout and mental wellbeing in CS.

You’ll learn how workplace stress affects confidence and performance, how managers can recognise warning signs and why healthier teams ultimately create better customer outcomes.

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]]> Why Customer Success Burnout Hurts People and Performance - with Ryan Johansen Why Customer Success Burnout Hurts People and Performance - with Ryan Johansen 00:35:53 0fee091b-3567-437a-86ca-f50bf0a4bf2d Jason Whitehead and Jason Noble 83 full false https://pod.co/the-jasons-take-on/guest-ryan-johansen-the-impact-of-burnout-to-our-mental-well-being Tue, 07 Mar 2023 12:00:11 +0000 Rising expectations around retention, onboarding and customer value are forcing SaaS leaders to rethink how their customer organisations work.

Jamie Bertasi joins Jason Noble and Jason Whitehead to explore the next stage of Customer Success leadership.

You’ll learn how stronger GTM alignment, better onboarding and clearer customer value can improve performance and what high-performing customer organisations do differently.

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]]> Why Customer Success Leaders Must Rethink Onboarding, Value and Growth - with Jamie Bertasi Why Customer Success Leaders Must Rethink Onboarding, Value and Growth - with Jamie Bertasi 00:25:24 fc8c103a-143c-4e9f-8cf2-819b604228e3 Jason Whitehead and Jason Noble 82 full false https://pod.co/the-jasons-take-on/guest-jamie-bertasi-customer-success-predictions-for-2023 Tue, 18 Aug 2026 11:00:10 +0000 Customer Success Operations gives post-sales teams the data, processes and structure needed to deliver a consistent customer experience at scale.

Deborah Andrews joins Jason Noble and Jason Whitehead to explain why CS Ops is no longer a back-office function.

You’ll learn how operational foundations and digital Customer Success improve visibility, prioritisation, retention, expansion and scalable customer engagement.

Connect with Deborah on LinkedIn

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]]> How Customer Success Operations Scales Retention and Growth - with Deborah Andrews How Customer Success Operations Scales Retention and Growth - with Deborah Andrews 00:19:25 f86d77b8-d4d9-4617-a00d-b7052d636025 Jason Whitehead and Jason Noble 81 full false https://pod.co/the-jasons-take-on/guest-deborah-andrews-the-acceleration-of-customer-success-operations Tue, 06 Dec 2022 17:00:08 +0000

Hiring the wrong Customer Success leader can weaken retention, expansion and the entire post-sales operating model.

Alan Fecamp joins Jason Noble and Jason Whitehead to discuss Customer Success recruitment across technology markets.

You’ll learn what companies should assess when hiring CS leaders, how the talent market is changing and which common recruitment mistakes create problems as SaaS businesses scale.

Connect with Alan on LinkedIn 

Learn more about Zeren: https://www.zerenglobal.com/

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]]> What SaaS Companies Should Look for When Hiring Customer Success Leaders - with Alan Fecamp What SaaS Companies Should Look for When Hiring Customer Success Leaders - with Alan Fecamp 00:24:52 8ac45795-955e-4118-9cfc-12e82ce3cb9a Jason Whitehead and Jason Noble 80 full false https://pod.co/the-jasons-take-on/guest-alan-fecamp-the-world-of-recruitment-in-customer-success Tue, 29 Nov 2022 17:30:09 +0000 Complex enterprise onboarding can damage customer confidence before the product has had an opportunity to create value.

Rupesh Rao joins Jason Noble and Jason Whitehead to explore how SaaS companies can manage implementation complexity.

You’ll learn how to create clearer ownership, reduce onboarding risk and accelerate time to value across multiple stakeholders, teams and technical dependencies.

Connect with Rupesh on LinkedIn

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]]> How to Reduce Risk in Complex SaaS Onboarding - with Rupesh Rao How to Reduce Risk in Complex SaaS Onboarding - with Rupesh Rao 00:24:12 5b10a141-cb41-4379-8bbb-5aa762c2d409 Jason Whitehead and Jason Noble 79 full false https://pod.co/the-jasons-take-on/guest-rupesh-rao-managing-complexity-during-on-boarding-and-implementation Fri, 25 Nov 2022 12:00:14 +0000 Customer Success helped define the SaaS business model but the discipline must continue evolving as companies face greater pressure on efficient and durable growth.

Nick Mehta joins Jason Noble and Jason Whitehead to explore what comes next.

You’ll learn how customer-led and product-led strategies are changing and why retention, expansion and measurable customer value remain fundamental to SaaS growth.

Connect with Nick on LinkedIn

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]]> How Customer Success Must Evolve for Durable SaaS Growth - with Nick Mehta How Customer Success Must Evolve for Durable SaaS Growth - with Nick Mehta 00:25:03 09c1b7a9-9ca7-4151-92d6-2dcf04bf53c3 Jason Whitehead and Jason Noble 78 full false https://pod.co/the-jasons-take-on/guest-nick-mehta-the-next-5-years-in-customer-success Fri, 12 Jun 2026 08:00:00 +0000 Standard Customer Success playbooks do not always work for deeply technical products, users and implementation environments.

Manuel Harnisch joins Jason Noble and Jason Whitehead to explore CS for technical SaaS and XaaS companies.

You’ll learn how technical expertise changes the customer engagement model, how CS can work with Product and Engineering and what technical customers need to achieve meaningful value.

Connect with Manual on LinkedIn

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]]> Why Technical SaaS Products Need a Different Customer Success Model - with Manuel Harnisch Why Technical SaaS Products Need a Different Customer Success Model - with Manuel Harnisch 00:25:40 ba5753e2-afed-4dbc-9e07-3b1243cfa7e5 Jason Whitehead & Jason Noble 77 full false https://thejasonstakeon.com/podcast/guest-manuel-harnisch-delivering-customer-success-for-technical-products Tue, 25 Oct 2022 11:00:14 +0000 Cost reduction can protect short-term margins while quietly weakening the value customers receive.

Lynn Hunsaker joins Jason Noble and Jason Whitehead to examine shrinkflation, skimpflation and the customer risk created by indiscriminate cuts.

You’ll learn how reduced quality affects trust and retention and why Customer Success leaders should act as stewards of customer value during periods of economic pressure.

Connect with Lynn on LinkedIn

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]]> How Cost-Cutting Erodes Customer Value and Trust - with Lynn Hunsaker How Cost-Cutting Erodes Customer Value and Trust - with Lynn Hunsaker 00:34:43 eef95c31-4c99-4f08-8475-013f1538082e Jason Whitehead & Jason Noble 76 full false https://pod.co/the-jasons-take-on/guest-lynn-hunsaker-cs-leaders-as-the-stewards-of-customer-value Tue, 18 Oct 2022 11:00:15 +0000 Voice of the Customer should do more than collect feedback. It should improve decisions, customer experience and commercial outcomes.

Dana Alvarenga joins Jason Noble and Jason Whitehead to explain how to build and grow an effective VoC programme.

You’ll learn how customer insight connects Customer Success, Education, Advocacy and Marketing and how stronger feedback practices support retention, expansion and customer value.

Connect with Dana on LinkedIn

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]]> How Voice of the Customer Turns Feedback Into SaaS Growth - with Dana Alvarenga How Voice of the Customer Turns Feedback Into SaaS Growth - with Dana Alvarenga 00:23:59 1ca99161-0a5a-4125-a619-63b0d2d80ef0 Jason Whitehead & Jason Noble 75 full false https://pod.co/the-jasons-take-on/tjto-guest-dana-alvargena-20220630 Wed, 03 Aug 2022 11:00:08 +0000 Customer profiles describe who the customer is. They do not always identify what customers must actually do to succeed.

In this episode, Jason Noble and Jason Whitehead introduce Ideal Customer Behaviour and explore the actions that lead to adoption and value.

You’ll learn how to identify critical behaviours, design engagement around them and help customers make the changes needed for stronger retention and outcomes.

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]]> Why Ideal Customer Behaviour Improves SaaS Adoption and Value Why Ideal Customer Behaviour Improves SaaS Adoption and Value 00:36:19 ee7de22e-bce6-4461-8b3d-60b860cc9476 Jason Whitehead & Jason Noble 74 full false https://thejasonstakeon.com/podcast/ideal-customer-behavior Mon, 01 Jun 2026 11:00:21 +0000 SaaS growth does not come only from acquiring new customers. Existing customers need relevant marketing that helps them engage, adopt, expand and advocate.

Kristi Faltorusso joins Jason Noble and Jason Whitehead to explore customer marketing.

You’ll learn how it differs from acquisition marketing, how Marketing and CS should work together and how customer communication can become a stronger post-sales growth engine.

Connect with Kristi on LinkedIn

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]]> How Customer Marketing Drives SaaS Retention and Expansion - with Kristi Faltorusso How Customer Marketing Drives SaaS Retention and Expansion - with Kristi Faltorusso 00:28:58 c4253801-cd1d-4d56-994c-a0646cf219be Jason Whitehead & Jason Noble 73 full false https://pod.co/the-jasons-take-on/guest-kristi-faltorusso-why-do-we-need-to-talk-about-customer-marketing Tue, 17 May 2022 11:00:22 +0000 Customer communities can help users learn, connect and achieve more value from the products they use.

Ben Winn joins Jason Noble and Jason Whitehead to explore the role of community in Customer Success and customer-led growth.

You’ll learn how communities support education, advocacy and customer insight and what SaaS companies need to consider when using community to improve adoption, retention and expansion.

Connect with Ben on LinkedIn

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]]> How Customer Communities Improve SaaS Adoption and Retention - with Ben Winn How Customer Communities Improve SaaS Adoption and Retention - with Ben Winn 00:30:36 34204fab-8b8b-414e-8814-7d5d90b4f657 Jason Whitehead & Jason Noble 72 full false https://thejasonstakeon.com/podcast/guest-ben-winn-the-rise-and-importance-of-communities-in-customer-success Tue, 10 May 2022 11:00:11 +0000 Customer Success cannot scale through headcount alone but poorly designed automation can make engagement feel irrelevant.

Dickey Singh joins Jason Noble and Jason Whitehead to explore how automation can deliver more personalised post-sales experiences.

You’ll learn where automated business reviews, customer health and adoption insights add value and how to balance scale, personalisation, retention and expansion.

Connect with Dickey on LinkedIn

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]]> How Automation Scales Customer Success Without Losing Personalisation - with Dickey Singh How Automation Scales Customer Success Without Losing Personalisation - with Dickey Singh 00:24:17 3b7ec7a2-069b-485b-8f18-bd8e1801f0c1 Jason Whitehead & Jason Noble 71 full false https://pod.co/the-jasons-take-on/guest-dickey-sing-scaling-customer-success-with-automation Tue, 14 Dec 2021 12:00:06 +0000 Customers cannot achieve complex outcomes through the work of the CS team alone. Product, Sales, Support, Services and leadership all influence whether value is realised.

Harini Gokul joins Jason Noble and Jason Whitehead to explain why Customer Success is a team sport.

You’ll learn how cloud businesses coordinate around customer transformation and how trust, privacy, ethics and security affect long-term customer outcomes.

Connect with Harini on LinkedIn

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]]> Why Customer Success Needs Cross-Functional Ownership - with Harini Gokul Why Customer Success Needs Cross-Functional Ownership - with Harini Gokul 00:21:56 def552de-0e2e-4b63-ac57-bc1fc9b73bb1 Jason Whitehead & Jason Noble 70 full false https://thejasonstakeon.com/podcast/guest-harini-gokul-why-customer-success-is-a-team-sport Tue, 03 May 2022 11:00:16 +0000 Acquisition can produce growth but customer value determines whether that growth lasts.

Markus Rentsch joins Jason Noble and Jason Whitehead to explore customer value-led growth and why SaaS companies need to align around meaningful customer outcomes.

You’ll learn how value influences retention, expansion and advocacy and what leaders can do to build a more durable customer growth model.

Connect with Markus on LinkedIn

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]]> Why Customer Value Is the Foundation of Durable SaaS Growth - with Markus Rentsch Why Customer Value Is the Foundation of Durable SaaS Growth - with Markus Rentsch 00:27:31 c6158c2c-93ec-4008-a007-925247f03786 Jason Whitehead & Jason Noble 69 full false https://thejasonstakeon.com/podcast/guest-markus-rentsch-customer-value-led-growth Tue, 26 Apr 2022 11:00:31 +0000 Scaling Customer Success is not simply a headcount challenge. It requires the right operating model, processes and engagement strategy.

Kristi Faltorusso joins Jason Noble and Jason Whitehead to explore what happens when customer value gets lost during growth.

You’ll learn how CS, Support and Consulting can work together and how scalable Customer Success supports retention, advocacy and revenue growth.

Connect with Kristi on LinkedIn

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]]> How to Scale Customer Success Without Losing Customer Value - with Kristi Faltorusso How to Scale Customer Success Without Losing Customer Value - with Kristi Faltorusso 00:24:06 6967a0f5-c7e2-4625-8739-797c66a74b96 Jason Whitehead & Jason Noble 68 full false https://thejasonstakeon.com/podcast/guest-kristi-faltorusso-how-to-successfully-scale-customer-success Tue, 19 Apr 2022 11:00:11 +0000 High-performing Customer Success organisations do more than manage accounts. They create measurable customer value, reduce churn and contribute to sustainable growth.

Alex Farmer joins Jason Noble and Jason Whitehead to explore what separates strong CS teams from average ones.

You’ll learn how to prioritise as the organisation scales, improve struggling accounts and connect post-sales work to retention and expansion.

Connect with Alex on LinkedIn

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]]> What High-Performing Customer Success Organisations Do Differently - with Alex Farmer What High-Performing Customer Success Organisations Do Differently - with Alex Farmer 00:36:20 cba503c7-2c9a-46ac-9a78-9334898e40c8 Jason Whitehead & Jason Noble 67 full false https://thejasonstakeon.com/podcast/guest-alex-farmer-building-a-successful-customer-success-organization Tue, 12 Apr 2022 11:00:15 +0000 Complex organisations create more stakeholders, systems and opportunities for Customer Success ownership to become unclear.

Irit Eizips joins Jason Noble and Jason Whitehead to explain how leaders can design and implement CS strategies in these environments.

You’ll learn how playbooks, processes, data and technology should work together and how executive alignment supports scalable retention, expansion and customer value.

Connect with Irit on LinkedIn

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]]> How to Build Customer Success in Complex SaaS Organisations - with Irit Eizips How to Build Customer Success in Complex SaaS Organisations - with Irit Eizips 00:25:04 b16a0a7a-b9dd-4069-b6b6-f59a564f87ae Jason Whitehead & Jason Noble 66 full false https://thejasonstakeon.com/podcast/guest-irit-eizips-designing-implementing-customer-success-strategies-in-complex-organizations Tue, 05 Apr 2022 11:00:15 +0000 Data shows what happened but stories help customers and internal leaders understand why it matters.

Aaron Jones joins Jason Noble and Jason Whitehead to explore how storytelling can make SaaS value more visible.

You’ll learn how to combine evidence and narrative, strengthen customer engagement and use customer stories to align teams around adoption, retention and business outcomes.

Connect with Aaron on LinkedIn

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]]> How Customer Stories Make SaaS Value Easier to See - with Aaron Jones How Customer Stories Make SaaS Value Easier to See - with Aaron Jones 00:24:36 297b31e4-7a26-4e7a-acb3-47ccf3dff5b8 Jason Whitehead & Jason Noble 65 full false https://thejasonstakeon.com/podcast/guest-aaron-jones-using-storytelling-to-engage-customers Tue, 29 Mar 2022 12:37:52 +0000 Customer Success has grown rapidly but many companies still lack a systematic way to scale it and demonstrate commercial impact.

Philipp Wolf joins Jason Noble and Jason Whitehead to discuss the state of the CS industry.

You’ll learn how customer data, product usage insight and CS platforms can improve prioritisation, retention and lifetime value and where technology still needs a stronger operating model.

Connect with Philipp on LinkedIn

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]]> Why Customer Success Still Struggles to Scale and Prove Value - with Philipp Wolf Why Customer Success Still Struggles to Scale and Prove Value - with Philipp Wolf 00:29:44 633a226b-f41b-4579-a634-55278a735b43 Jason Whitehead & Jason Noble 64 full false https://pod.co/the-jasons-take-on/guest-philipp-wolf-the-state-of-the-customer-success-industry-and-where-its-going-in-2022 Tue, 15 Mar 2022 11:00:10 +0000 Customer Success began as a way to reduce churn but it has developed into a broader operating model for customer value and growth.

Guy Nirpaz joins Jason Noble and Jason Whitehead to explore where the discipline is heading.

You’ll learn why CS must move beyond churn prevention, how modular technology can support different customer needs and what SaaS leaders should build for the next stage of customer-led growth.

Connect with Guy on LinkedIn

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer Success Is Evolving Beyond Churn Prevention - with Guy Nirpaz How Customer Success Is Evolving Beyond Churn Prevention - with Guy Nirpaz 00:28:11 3251ec80-f3ac-4628-ab63-fbbcf9429dea Jason Whitehead & Jason Noble 63 full false https://pod.co/the-jasons-take-on/customer-success-is-evolving-what-does-the-future-look-like Thu, 04 Jun 2026 11:00:56 +0000 Should Customer Success be included in the subscription, sold as a premium service or packaged using a combination of both?

In this episode, Jason Noble and Jason Whitehead examine CS as a cost centre, profit centre, professional service and growth engine.

You’ll learn when paid Customer Success makes sense, how pricing changes customer expectations and how SaaS leaders can fund and scale the right level of support.

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Should SaaS Companies Charge for Customer Success? Should SaaS Companies Charge for Customer Success? 00:27:26 b964cb08-2990-4813-9884-086168cc88a8 Jason Whitehead & Jason Noble 62 full false https://pod.co/the-jasons-take-on/tjto-033-cs-a-professional-service-20211122 Tue, 16 Jun 2026 15:17:00 +0000 Customer trust is shaped by every support and service interaction, not only by formal Customer Success conversations.

Mara Vicente joins Jason Noble and Jason Whitehead to explore how Support, CS and other customer-facing teams can build stronger long-term relationships.

You’ll learn how consistent service creates trust, why Support and CS need better alignment and how customer-facing operations influence value, retention and growth.

Connect with Mara on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer Support Builds Trust, Retention and Long-Term Growth - with Mara Vicente How Customer Support Builds Trust, Retention and Long-Term Growth - with Mara Vicente 00:24:29 89452d1b-bc34-47f8-bab2-00b75863de27 Jason Whitehead & Jason Noble 61 full false https://pod.co/the-jasons-take-on/guest-mara-vincente-building-long-term-relationships-via-customer-support Mon, 22 Nov 2021 12:00:10 +0000 Product expertise is not enough. Customer-facing teams must understand how customers describe their priorities, challenges and measures of success.

In this episode, Jason Noble and Jason Whitehead explore why speaking the customer’s language builds trust and influence.

You’ll learn how to move beyond product terminology, connect conversations to business outcomes and communicate value in ways that support adoption, retention and growth.

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Speaking the Customer’s Language Builds Trust and Value Why Speaking the Customer’s Language Builds Trust and Value 00:30:06 9a3eafe6-ffab-4916-beb6-c0e819e7c38f Jason Whitehead & Jason Noble 60 full false https://pod.co/the-jasons-take-on/speaking-the-customers-language Fri, 26 Jun 2026 07:02:00 +0000 Customer Success Operations is the foundation that helps CS teams prioritise, work consistently and focus on the customers and actions that matter most.

Chris Hicken joins Jason Noble and Jason Whitehead to explore the role of CS Ops.

You’ll learn when SaaS companies need this capability, how better workflows improve engagement and why stronger operations support retention, expansion and scalable customer value.

Connect with Chris on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Operations Is Critical to Retention and Scale - with Chris Hicken Why Customer Success Operations Is Critical to Retention and Scale - with Chris Hicken 00:33:24 53ff41b9-7fb1-49c1-8bea-7305d1b1c046 Jason Whitehead & Jason Noble 59 full false https://pod.co/the-jasons-take-on/tjto-guest029-chris-hicken-nuffsaid-20210827 Tue, 21 Sep 2021 11:00:09 +0000 AI and predictive analytics are changing how Customer Success teams identify risk, prioritise action and manage growing customer portfolios.

Prithwi Dasgupta joins Jason Noble and Jason Whitehead to explore the future of Customer Success technology.

You’ll learn how better customer data supports prediction, where AI can improve efficiency and how technology can help CS teams scale engagement, retention and customer value.

Connect with Prithwi on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How AI and Predictive Analytics Are Changing Customer Success - with Prithwi Dasgupta How AI and Predictive Analytics Are Changing Customer Success - with Prithwi Dasgupta 00:27:46 18ace74f-6275-45d1-9025-42fea056ae9c Jason Whitehead & Jason Noble 58 full false https://pod.co/the-jasons-take-on/guest-prithwi-dasgupta-customer-success-tools-tech-of-tomorrow Tue, 10 Aug 2021 11:00:19 +0000 Customer Success cannot scale by adding CSMs at the same rate as customers. SaaS companies need more efficient ways to extend engagement and deliver value.

In this episode, Jason Noble and Jason Whitehead explore digital CS, customer education, content and technology.

You’ll learn how to choose scalable engagement models and increase customer reach without weakening the quality or relevance of the experience.

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How to Scale Customer Success Without Adding Headcount How to Scale Customer Success Without Adding Headcount 00:31:43 670e5a6c-4851-4197-8d05-7acbed07c304 Jason Whitehead & Jason Noble 57 full false https://pod.co/the-jasons-take-on/scaling-customer-success Tue, 02 Jun 2026 10:00:00 +0000 There is no single route into Customer Success. Experience in sales, onboarding, implementation and operations can all provide valuable foundations.

Jared Orr joins Jason Noble and Jason Whitehead to share his career journey and lessons for people entering the profession.

You’ll learn how to develop relevant skills, use the CS community and build the confidence and visibility needed to progress.

Connect with Jared on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How to Build a Career in Customer Success - with Jared Orr How to Build a Career in Customer Success - with Jared Orr 00:28:38 510434df-9658-46d5-a044-88a519778767 Jason Whitehead & Jason Noble 56 full false https://pod.co/the-jasons-take-on/sasi Tue, 20 Jul 2021 11:05:48 +0000 Customer Success cannot deliver its full potential when it is treated as the responsibility of one department.

Sasi Yajamanyam joins Jason Noble and Jason Whitehead to explore how Customer Success has evolved and what next-generation CS may look like.

You’ll learn how company-wide ownership, at-scale programmes and stronger operating models help customers achieve value while supporting retention and growth.

Connect with Sasi on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Must Become Everyone’s Job - with Sasi Yajamanyam Why Customer Success Must Become Everyone’s Job - with Sasi Yajamanyam 00:29:34 f623378d-87a3-490a-a499-3a4df509615c Jason Whitehead & Jason Noble 55 full false https://pod.co/the-jasons-take-on/guest-sasi-yajamanyam Tue, 13 Jul 2021 11:03:26 +0000 Customer onboarding determines how quickly customers gain confidence, adopt the product and realise value.

Donna Weber joins Jason Noble and Jason Whitehead to explain why onboarding is different from implementation and how companies can create stronger programmes.

You’ll learn how to reduce time to value, improve adoption and turn new customers into loyal, growing advocates for the business.

Connect Donna on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Better SaaS Onboarding Turns New Customers Into Loyal Champions - with Donna Weber How Better SaaS Onboarding Turns New Customers Into Loyal Champions - with Donna Weber 00:32:06 2ca4e72b-ccca-4f0e-ae9b-56514e8a2146 Jason Whitehead & Jason Noble 54 full false https://pod.co/the-jasons-take-on/guest-donna-weber Tue, 06 Jul 2021 11:00:17 +0000 Customer lifetime value is more than a finance metric. It shows how effectively a SaaS company creates and grows value throughout the customer relationship.

In this episode, Jason Noble and Jason Whitehead explain how retention, expansion and Customer Success influence CLTV.

You’ll learn how leaders can use lifetime value to improve priorities, investment decisions and the balance between acquiring new customers and growing existing ones.

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Lifetime Value Matters for SaaS Retention and Growth Why Customer Lifetime Value Matters for SaaS Retention and Growth 00:23:10 67d131ed-579a-48ea-b30c-3db80ebeaed2 Jason Whitehead & Jason Noble 53 full false https://pod.co/the-jasons-take-on/what-is-customer-lifetime-value-cltv Wed, 19 Aug 2026 07:00:00 +0000 Customer Success needs to prove its value through customer and business outcomes, not activity reports or vague relationship updates.

Marty Kaufman joins Jason Noble and Jason Whitehead to explore how CS leaders can make their impact visible.

You’ll learn how strategy, structure, people, process, technology and metrics need to align and how stronger value evidence supports customer retention, internal investment and sustainable SaaS growth.

Connect with Marty on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer Success Leaders Can Prove Commercial Value - with Marty Kaufman How Customer Success Leaders Can Prove Commercial Value - with Marty Kaufman 00:36:19 69c20fa9-57b0-4e9a-adf4-f22737e98816 Jason Whitehead & Jason Noble 52 full false https://pod.co/the-jasons-take-on/guest-marty-kaufman-proving-the-value-of-customer-success Tue, 15 Jun 2021 13:24:09 +0000 Product-led growth changes how SaaS companies attract, onboard, support and expand customers.

Esben Friis-Jensen joins Jason Noble and Jason Whitehead to explain how companies can move from a sales-led model towards a stronger product-led growth motion.

You’ll learn what PLG really means, why in-app onboarding and product experience matter and how the product can contribute more directly to acquisition, adoption, retention and expansion.

Connect with Esben on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How SaaS Companies Move From Sales-Led to Product-Led Growth - with Esben Friis-Jensen How SaaS Companies Move From Sales-Led to Product-Led Growth - with Esben Friis-Jensen 00:23:41 0e906b44-99ca-4804-9f8f-c4f69dcb8238 Jason Whitehead & Jason Noble 51 full false https://pod.co/the-jasons-take-on/guest-esben-friis-jensen-maximizing-product-led-growth Tue, 27 Apr 2021 11:00:16 +0000 A Customer Success strategy creates no value if the organisation cannot execute it consistently.

Ross Fulton joins Jason Noble and Jason Whitehead to explain how B2B SaaS companies can align CS strategy, operations, data and technology.

You’ll learn where Customer Success strategies commonly break down and how stronger operational discipline improves customer value, retention, expansion and profitable growth.

Connect with Ross on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Strategy Fails Without Operational Discipline - with Ross Fulton Why Customer Success Strategy Fails Without Operational Discipline - with Ross Fulton 00:33:20 4e8b0b77-c444-4dee-9bcd-eb435735d28b Jason Whitehead & Jason Noble 50 full false https://pod.co/the-jasons-take-on/guest-ross-fulton-operationalizing-your-customer-success-strategy Tue, 20 Apr 2021 11:00:13 +0000 Most organisations do not struggle to create strategy. They struggle to connect strategic goals to daily decisions and measurable outcomes.

Marten Jagers joins Jason Noble and Jason Whitehead to explore how SaaS companies can improve execution.

You’ll learn how to align teams, translate priorities into action and connect Customer Success strategy to customer outcomes, transformation and commercial performance.

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How to Turn SaaS Strategy Into Measurable Customer Outcomes - with Marten Jagers How to Turn SaaS Strategy Into Measurable Customer Outcomes - with Marten Jagers 00:35:02 12927539-e93c-4346-92bc-43ce4e784a0f Jason Whitehead & Jason Noble 49 full false https://pod.co/the-jasons-take-on/guest-marten-jagers-from-strategy-to-outcomes Tue, 13 Apr 2021 11:00:18 +0000 Customer centricity needs meaningful executive ownership. Without it, responsibility for the customer becomes fragmented across departments.

In this episode, Jason Noble and Jason Whitehead explore the role of the Chief Customer Officer.

You’ll learn what a CCO should own, how the role aligns Customer Success, Support, Services and Experience and why stronger customer leadership supports retention, expansion and company-wide growth.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why SaaS Companies Need a Chief Customer Officer Why SaaS Companies Need a Chief Customer Officer 00:25:25 7383b1d7-ab19-49e0-a553-6792d94e8120 Jason Whitehead & Jason Noble 48 full false https://pod.co/the-jasons-take-on/why-you-need-a-chief-customer-officer-cco Thu, 04 Jun 2026 08:01:00 +0000 Networking can help Customer Success professionals learn faster, gain new perspectives and create career opportunities beyond their immediate company.

Jack Choppin joins Jason Noble and Jason Whitehead to discuss how to build professional relationships with purpose.

You’ll learn how community involvement strengthens CS capability, how to approach networking naturally and how stronger industry connections support confidence, visibility and career development.

Connect with Jack on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Networking Accelerates a Career in Customer Success - with Jack Choppin How Networking Accelerates a Career in Customer Success - with Jack Choppin 00:29:26 ee40adef-6fa9-4235-bef7-b543bee40dc1 Jason Whitehead & Jason Noble 47 full false https://pod.co/the-jasons-take-on/guest-jack-choppin-the-power-of-networking Tue, 30 Mar 2021 16:00:45 +0000 Without trust, customers share less, adoption becomes harder and value conversations lose credibility.

Chad Horenfeldt joins Jason Noble and Jason Whitehead to explore how Customer Success teams can deliberately build stronger customer trust.

You’ll learn how outcome-focused programmes, customer-centric culture and thoughtful use of technology strengthen credibility and support satisfaction, retention and expansion.

Connect with Chad on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer Trust Improves SaaS Retention and Growth - with Chad Horenfeldt How Customer Trust Improves SaaS Retention and Growth - with Chad Horenfeldt 00:33:11 7da596ef-6606-41c3-b727-4ded28f7d4e2 Jason Whitehead & Jason Noble 46 full false https://pod.co/the-jasons-take-on/guest-chad-hordenfeldt-building-and-using-trust-to-drive-success Tue, 16 Mar 2021 16:07:08 +0000 A customer journey map should guide decisions and engagement, not sit unused in a slide deck.

Mike Sasaki joins Jason Noble and Jason Whitehead to explore how SaaS companies can map the customer lifecycle and design better post-sales services around critical moments.

You’ll learn how journey mapping improves internal alignment, supports scalable Customer Success and creates a more consistent path to adoption, value and retention.

Connect with Mike on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer Journey Mapping Improves Adoption and Retention - with Mike Sasaki How Customer Journey Mapping Improves Adoption and Retention - with Mike Sasaki 00:26:26 893bb8f8-cae9-42ba-93bc-f662634cd13f Jason Whitehead & Jason Noble 45 full false https://pod.co/the-jasons-take-on/guest-mike-sasaki-customer-journey-mapping-programatizing-customer-success Tue, 09 Mar 2021 17:00:17 +0000 Investors care not only about growth but about whether that growth is durable. Retention, expansion and post-sales maturity reveal the quality of a SaaS business.

Rav Daliwal joins Jason Noble and Jason Whitehead to explain how investors evaluate Customer Success.

You’ll learn how CS affects valuation, what venture-backed companies need as they scale and why customer value and NRR matter to investor confidence.

Connect with Rav on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Investors Care About Customer Success, Retention and Expansion - with Rav Daliwal Why Investors Care About Customer Success, Retention and Expansion - with Rav Daliwal 00:45:33 dac1f9e2-5f02-4c03-a3e7-5d84aa64a859 Jason Whitehead & Jason Noble 44 full false https://pod.co/the-jasons-take-on/guest-rav-daliwal-why-do-venture-capitalists-care-about-customer-success Tue, 02 Mar 2021 17:00:12 +0000 Customer Success teams need to reach more customers without losing relevance, trust or personalisation.

Eric Kades joins Jason Noble and Jason Whitehead to explore how AI and automation can extend CS engagement while preserving the human connection customers still need.

You’ll learn where automation adds value, which tasks should remain human-led and how technology can improve efficiency, adoption and customer outcomes.

Connect with Eric on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How AI and Automation Can Scale Customer Success - with Eric Kades How AI and Automation Can Scale Customer Success - with Eric Kades 00:37:18 46d2879b-c62a-4b79-97fa-2c319ee237a3 Jason Whitehead & Jason Noble 43 full false https://pod.co/the-jasons-take-on/guest-eric-kades-using-ai-and-automation-to-scale-customer-success Tue, 16 Feb 2021 17:00:10 +0000 Customer Success can help Sales win better deals by clarifying outcomes, challenging unrealistic expectations and building buyer confidence before the contract is signed.

In this episode, Jason Noble and Jason Whitehead explore how CS can contribute during the sales process.

You’ll learn how stronger Sales and CS alignment improves handovers, adoption, renewals, expansion and customer lifetime value.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Sales Needs Customer Success Before the Deal Closes Why Sales Needs Customer Success Before the Deal Closes 00:29:02 bee89de6-e754-44f8-af8b-21d0f3f96716 Jason Whitehead & Jason Noble 42 full false https://pod.co/the-jasons-take-on/what-sales-leaders-need-to-know-about-customer-success Tue, 09 Feb 2021 17:00:02 +0000 A good customer experience does not automatically produce a meaningful business outcome. Customers ultimately judge SaaS vendors by the results they help create.

Dave Duke and Mat Sweezey join Jason Noble and Jason Whitehead to explore the performance economy.

You’ll learn how shared success plans, live performance data and clearer outcome measures can help SaaS companies move beyond satisfaction and prove business value.

Connect with Dave on LinkedIn

Connect with Mat on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Outcomes Matter More Than Experience Alone - with Dave Duke & Mat Sweezey Why Customer Outcomes Matter More Than Experience Alone - with Dave Duke & Mat Sweezey 00:26:33 6bf682a4-8a9b-4272-bad1-fbf11c4cafcd 41 full false https://pod.co/the-jasons-take-on/guests-dave-duke-matt-sweezey-the-performance-economy-experience-vs-outcomes Wed, 27 Jan 2021 21:16:51 +0000 Customer centricity matters most when markets are difficult and customer priorities are changing. It must influence real decisions rather than remain a statement of intent.

In this episode, Jason Noble and Jason Whitehead explore what practical customer centricity looks like.

You’ll learn how to stay close to changing customer needs, use customer insight more effectively and make decisions that strengthen trust, retention and growth.

🌐 Visit Breakthrough SaaS Growth:

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Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Centricity Must Change How SaaS Companies Make Decisions Why Customer Centricity Must Change How SaaS Companies Make Decisions 00:35:43 6d300b33-3726-40f7-9be2-eff65f523473 Jason Whitehead & Jason Noble 40 full false https://pod.co/the-jasons-take-on/being-customer-centric-in-2021-and-beyond Wed, 13 Jan 2021 19:09:17 +0000 Customer Success has transformed SaaS but the function cannot rely on its past importance. It must continue to prove how it improves customer outcomes and commercial performance.

Dan Steinman joins Jason Noble and Jason Whitehead to explore the next stage of the discipline.

You’ll learn how CS has evolved, what leaders need to rethink and why measurable value remains critical to retention, expansion and future investment.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Must Keep Proving Its Value - with Dan Steinman Why Customer Success Must Keep Proving Its Value - with Dan Steinman 00:34:00 f0ca7576-64ff-43a8-a741-6b3c41234747 Jason Whitehead & Jason Noble 39 full false https://pod.co/the-jasons-take-on/guest-dan-steinman-the-future-of-customer-success Thu, 17 Dec 2020 12:09:41 +0000 Customer Success technology can improve visibility and scale but it cannot compensate for unclear strategy, weak processes or poor ownership.

Adam Joseph joins Jason Noble and Jason Whitehead to explore what CS platforms can and cannot solve.

You’ll learn how customer data, Voice of the Customer and technology can support a strong operating model and why the model must come before the tooling.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Technology Cannot Fix a Weak Operating Model - with Adam Joseph Why Customer Success Technology Cannot Fix a Weak Operating Model - with Adam Joseph 00:28:21 df35c25d-6c88-4e32-9303-1c0e62d45ace Jason Whitehead & Jason Noble 38 full false https://pod.co/the-jasons-take-on/guest-adam-joseph-customer-success-tech-to-help-you-grow-and-scale Thu, 10 Dec 2020 12:00:20 +0000 Meeting counts and customer satisfaction scores do not show the full impact of Customer Success.

In this episode, Jason Noble and Jason Whitehead explore how leaders should measure customer and commercial outcomes across adoption, time to value, churn, GRR, NRR and lifetime value.

You’ll learn why no single CS metric is sufficient and how to build a more balanced view of whether Customer Success is creating meaningful business impact.

🌐 Visit Breakthrough SaaS Growth:

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Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Are You Measuring Customer Success Activity Instead of Impact? Are You Measuring Customer Success Activity Instead of Impact? 00:33:31 c15ebc7a-0f71-4f46-9d28-f8f1d3b8f000 Jason Whitehead & Jason Noble 37 full false https://pod.co/the-jasons-take-on/how-to-measure-the-impact-of-customer-success Mon, 07 Dec 2020 12:00:17 +0000 Customer Success programmes are often built on flawed assumptions about ownership, support, revenue and the customer’s responsibilities.

In this episode, Jason Noble and Jason Whitehead challenge the myths that weaken CS strategies and create unrealistic expectations.

You’ll learn why early programmes struggle, how Customer Success differs from reactive support and what leaders need to change to build a stronger model for customer value, retention and growth.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> The Customer Success Myths Undermining SaaS Retention and Growth The Customer Success Myths Undermining SaaS Retention and Growth 00:37:49 bd04b1b6-aeb5-4bfb-9dfc-73ab7975f2b2 Jason Whitehead & Jason Noble 36 full false https://pod.co/the-jasons-take-on/false-assumptions-that-are-killing-your-cs-program Fri, 20 Nov 2020 10:00:12 +0000 The buyer may approve the purchase but end users determine whether a SaaS product becomes part of everyday work.

Shanta Bodhan joins Jason Noble and Jason Whitehead to explore how Customer Success teams can reach beyond executive sponsors and influence user adoption.

You’ll learn how to engage different stakeholder groups, support behaviour change and use customer data to turn the initial purchase into lasting value, retention and expansion.

Connect with Shanta on LinkedIn

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why SaaS Adoption Must Extend Beyond the Buyer - with Shanta Bodhan Why SaaS Adoption Must Extend Beyond the Buyer - with Shanta Bodhan 00:19:42 c195af7e-cfa8-4f9f-99f2-27d9ab0c2f25 35 full false https://pod.co/the-jasons-take-on/guest-shanta-bodhan-moving-beyond-the-buyer-to-drive-adoption Wed, 11 Nov 2020 10:00:21 +0000 Specialist and technical SaaS products require a careful balance of Customer Success capability, product knowledge and industry expertise.

Szuyin Leow joins Jason Noble and Jason Whitehead to examine what companies should prioritise when building CS teams for complex markets.

You’ll learn when subject-matter expertise becomes essential, which skills can be developed and how the right combination supports adoption, credibility and retention.

🌐 Visit Breakthrough SaaS Growth:

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#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> What Skills Customer Success Teams Need for Specialist SaaS - with Szuyin Leow What Skills Customer Success Teams Need for Specialist SaaS - with Szuyin Leow 00:24:19 b1cdccbc-d3f9-4674-b510-dfa03f1d2a26 Jason Whitehead & Jason Noble 34 full false https://pod.co/the-jasons-take-on/guest-szuyin-leow-balancing-product-customer-success-and-subject-matter-expertise-in-your-cs-staff Wed, 04 Nov 2020 10:00:11 +0000 Customer Success programmes often measure activity while leaving the customer’s business outcomes unclear.

Paul Henderson joins Jason Noble and Jason Whitehead to explain how technology companies can design outcome-based Customer Success programmes.

You’ll learn how to define meaningful outcomes, align teams around them and connect everyday CS work to customer value, retention and expansion across complex enterprise accounts.

Connect with Paul on LinkedIn

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How to Build Customer Success Around Measurable Outcomes - with Paul Henderson How to Build Customer Success Around Measurable Outcomes - with Paul Henderson 00:43:10 abc4189c-7559-4f6b-b3b1-a6102a36ecc8 Jason Whitehead & Jason NOble 33 full false https://pod.co/the-jasons-take-on/guest-paul-henderson-designing-customer-outcome-programs Fri, 23 Oct 2020 09:00:15 +0000 Customers often see Customer Success as another name for support, account management or sales. That confusion makes it harder for CSMs to establish the right relationship and prove their value.

In this episode, Jason Noble and Jason Whitehead explore what Customer Success means from the customer’s perspective.

You’ll learn how to define success together, clarify responsibilities and establish expectations that support adoption, retention and better outcomes.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customers Misunderstand Customer Success and Its Value Why Customers Misunderstand Customer Success and Its Value 00:39:05 cf4e5818-6671-4362-a161-9fc21f3d17ca Jason Whitehead & Jason Noble 32 full false https://pod.co/the-jasons-take-on/does-customer-success-mean-anything-to-your-customers Wed, 30 Sep 2020 12:00:17 +0000 Customer Success is not simply a department. Customer outcomes are shaped by decisions across Sales, Product, Marketing, Support, Services and leadership.

In this episode, Jason Noble and Jason Whitehead explain why isolated CS teams struggle to deliver lasting impact.

You’ll learn how company-wide ownership improves customer value, retention and expansion and what leaders need to change to make customer success part of the operating model.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Must Be a Company-Wide Operating Model Why Customer Success Must Be a Company-Wide Operating Model 00:25:38 ed3474bb-0028-44e4-93a6-709e1f340a42 31 full false https://pod.co/the-jasons-take-on/tjto-021-cs-is-not-just-a-department Wed, 16 Sep 2020 21:40:32 +0000 Collecting customer feedback creates little value unless it changes a decision, priority or customer experience.

Lauren Culbertson joins Jason Noble and Jason Whitehead to explore how SaaS companies can turn Voice of the Customer insight into practical action.

You’ll learn how to understand customer needs, structure feedback and align internal teams around the insights that matter most for retention, expansion and growth.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer Feedback Becomes Better SaaS Decisions - with Lauren Culbertson How Customer Feedback Becomes Better SaaS Decisions - with Lauren Culbertson 00:31:31 05ce0e11-922d-481f-8b49-5a5720225abb 30 full false https://pod.co/the-jasons-take-on/special-guest-laura-culbertson Fri, 21 Aug 2020 12:00:12 +0000 Buying and implementing software does not automatically change how people work. Without effective change management, customers can complete the project without achieving meaningful adoption or business value.

In this episode, Jason Noble and Jason Whitehead explore the human and organisational side of SaaS adoption.

You’ll learn how CS, onboarding and implementation teams can support behaviour change, stakeholder alignment and lasting customer outcomes.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Change Management Is Essential to SaaS Adoption and Value Why Change Management Is Essential to SaaS Adoption and Value 00:29:27 d48a99b3-01ac-4694-a733-f8937d66904d Jason Whitehead & Jason Noble 29 full false https://pod.co/the-jasons-take-on/tjto-020-change-management-and-cs Wed, 12 Aug 2020 13:23:41 +0000 Customers are people with personal motivations, pressures, fears and goals. Those factors influence product adoption just as much as formal business requirements.

In this episode, Jason Noble and Jason Whitehead explore the psychology behind customer behaviour.

You’ll learn how individual and organisational priorities can conflict, how trust and confidence affect adoption and how deeper customer understanding helps SaaS teams improve engagement, retention and value.

🌐 Visit Breakthrough SaaS Growth:

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Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Psychology Matters for SaaS Adoption and Retention Why Customer Psychology Matters for SaaS Adoption and Retention 00:34:55 ac6ac900-e81c-4b08-96b0-70bfb347c78e Jason Whitehead & Jason Noble 28 full false https://pod.co/the-jasons-take-on/the-psychology-of-customer-success-customers Tue, 23 Jun 2026 06:01:00 +0000 Sustainable growth requires more than claiming to put customers first. Customer needs must influence strategy, leadership decisions and how the company operates.

Chris Adlard and Daniel Bausor join Jason Noble and Jason Whitehead to discuss the ideas behind The Customer Catalyst.

You’ll learn how CEOs can lead customer-centred change, turn customer intent into action and use customer focus to create stronger and more durable business growth.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer Focus Creates Sustainable Business Growth - with Chris Adlard & Daniel Bausor How Customer Focus Creates Sustainable Business Growth - with Chris Adlard & Daniel Bausor 00:48:34 3a8fa4f7-727b-4994-8b55-7011be62c858 Jason Whitehead & Jason Noble 27 full false https://pod.co/the-jasons-take-on/guests-chris-adlard-daniel-bausor-the-customer-catalyst-how-to-drive-sustainable-business Tue, 05 May 2020 19:44:16 +0000 Customer Success is close to the customer but does that mean it should own renewals, upsell and cross-sell?

In this episode, Jason Noble and Jason Whitehead examine the tension between trusted advisor status and direct revenue responsibility.

You’ll learn how different ownership models affect customer relationships, where accountability commonly becomes unclear and how SaaS leaders can align CS, Sales and Account Management around retention and expansion.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Who Should Own Renewals and Expansion in Customer Success? Who Should Own Renewals and Expansion in Customer Success? 00:37:36 b37fb9c3-d874-41cb-9196-7d49587f0c52 Jason Whitehead & Jason Noble 26 full false https://pod.co/the-jasons-take-on/revenue-ownership-how-commercial-is-your-customer-success-organization Thu, 23 Apr 2020 19:13:19 +0000 Marketing should not stop when a prospect becomes a customer. Existing customers still need relevant communication, education and reasons to engage.

Marty Kaufman joins Jason Noble and Jason Whitehead to explore how Marketing and Customer Success can work together after the sale.

You’ll learn how customer insight improves messaging, how one-to-many engagement can scale and how stronger alignment supports adoption, retention and expansion.

Connect with Marty on LinkedIn

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Marketing and Customer Success Drive Retention Together - with Marty Kaufman How Marketing and Customer Success Drive Retention Together - with Marty Kaufman 00:38:27 df20f09f-559c-4a5e-a87d-702ae5012fe8 25 full false https://pod.co/the-jasons-take-on/guest-marty-kaufman Wed, 15 Apr 2020 12:00:51 +0000 Customer Success is often introduced only after churn becomes visible. By then, expectations may already be misaligned, onboarding inconsistent and customer value difficult to prove.

In this episode, Jason Noble and Jason Whitehead explain why SaaS founders should design Customer Success into the company from the beginning.

You’ll learn which early foundations support adoption, retention and expansion and how CS contributes to a stronger proposition for customers and investors.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why SaaS Companies Must Build Customer Success From Day One Why SaaS Companies Must Build Customer Success From Day One 00:24:43 c1fe4098-b90c-4c38-be6f-46e9d55817dc Jason Whitehead & Jason Noble 24 full false https://pod.co/the-jasons-take-on/how-do-you-build-in-and-integrate-customer-success-from-the-very-beginning Mon, 06 Apr 2020 12:00:16 +0000 The first year in Customer Success can determine how quickly someone builds confidence, credibility and the ability to influence customers.

Kellie Lucas joins Jason Noble and Jason Whitehead to share lessons from The Customer Success Pioneer.

You’ll learn what new CS professionals and leaders should prioritise, which early mistakes to avoid and how to connect daily work to customer outcomes and value.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How to Succeed in Your First Year in Customer Success - with Kellie Lucas How to Succeed in Your First Year in Customer Success - with Kellie Lucas 00:34:38 b30358b6-ae50-47f2-b8f3-34078c9293e0 Jason Whitehead & Jason Noble 23 full false https://pod.co/the-jasons-take-on/tjto-guest-kellie-lucas Mon, 30 Mar 2020 12:00:16 +0000 Where Customer Success sits on the organisation chart influences its priorities, authority and ability to coordinate the wider customer journey.

In this episode, Jason Noble and Jason Whitehead explore different organisational models and why customer outcomes cannot belong to one department alone.

You’ll learn how Sales, Product, Support and leadership should contribute and what executives must do to make Customer Success part of the company’s operating model.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Where Should Customer Success Sit in a SaaS Organisation? Where Should Customer Success Sit in a SaaS Organisation? 00:38:57 25f66384-1887-4b99-a667-5a900cb3a5a2 Jason Whitehead & Jason Noble 22 full false https://pod.co/the-jasons-take-on/where-does-customer-success-fit-in-your-organization-in-2020 Mon, 09 Mar 2020 20:22:19 +0000 Customer Success cannot demonstrate its importance through meetings, activity and good relationships alone. Leaders increasingly expect measurable customer and commercial impact.

In this episode, Jason Noble and Jason Whitehead explore what CS leaders need to do as the function matures.

You’ll learn where Customer Success programmes commonly fall short, why bolder leadership matters and how CS can become more strategic, accountable and commercially relevant.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Leaders Must Move Beyond Activity and Relationships Why Customer Success Leaders Must Move Beyond Activity and Relationships 00:35:09 tag:soundcloud,2010:tracks/750495874 Jason Whitehead & Jason Noble 21 full false https://pod.co/the-jasons-take-on/the-bold-vision-for-customer-success-in-2020 Mon, 27 Jan 2020 18:29:54 +0000 Reactive Customer Success leaves teams fighting fires after customer value and confidence have already started to decline.

In this episode, Jason Noble and Jason Whitehead explore how CS organisations can become more proactive and eventually more predictive.

You’ll learn how lifecycle stage, engagement, behaviour and customer data can identify risk earlier and what leaders need to build beyond the individual effort of CSMs.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Proactive Customer Success Protects Retention and Customer Value How Proactive Customer Success Protects Retention and Customer Value 00:36:11 tag:soundcloud,2010:tracks/729579430 Jason Whitehead & Jason Noble 20 full false https://pod.co/the-jasons-take-on/creating-proactive-customer-success-teams-and-processes Tue, 17 Dec 2019 00:00:00 +0000 Product and Customer Success often hold different pieces of the customer story. When those perspectives remain separated, product decisions lose context and CS teams struggle to influence adoption.

Abby Hammer joins Jason Noble and Jason Whitehead to explore how the two functions can work from a shared customer truth.

You’ll learn how to structure customer insight, improve product decisions and align both teams around adoption, retention and measurable customer outcomes.

Connect with Abby on LinkedIn

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Product and Customer Success Need a Shared Customer Truth - with Abby Hammer Why Product and Customer Success Need a Shared Customer Truth - with Abby Hammer 00:38:32 tag:soundcloud,2010:tracks/727472857 Jason Whitehead & Jason Noble 19 full false https://pod.co/the-jasons-take-on/tjto-guest-abby-hammer-customer-success-product-alignment Mon, 16 Dec 2019 12:00:23 +0000 Customer Success becomes more scalable when the product actively helps customers achieve their desired outcomes.

Dave Jackson joins Jason Noble and Jason Whitehead to explain product-led Customer Success and why the product experience must contribute more directly to adoption, retention and customer value.

You’ll learn how Product and CS can share ownership, reduce reliance on high-touch service and build a more sustainable customer growth model.

Connect with Dave on LinkedIn

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Product-Led Customer Success Scales SaaS Growth - with Dave Jackson How Product-Led Customer Success Scales SaaS Growth - with Dave Jackson 00:38:55 tag:soundcloud,2010:tracks/719231476 Jason Whitehead & Jason Noble 18 full false https://pod.co/the-jasons-take-on/tjto-guest-dave-jackson-product-led-customer-success Mon, 02 Dec 2019 00:00:00 +0000 Customer Success should not depend entirely on people-intensive engagement. The product itself should help users adopt the right behaviours, reach value and make progress.

In this episode, Jason Noble and Jason Whitehead explore product-led Customer Success.

You’ll learn how Product and CS can work together, where guidance can be built into the user experience and how product-led support improves adoption, retention and scalability.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Must Be Built Into the Product Experience Why Customer Success Must Be Built Into the Product Experience 00:46:31 tag:soundcloud,2010:tracks/716489875 Jason Whitehead & Jason Noble 17 full false https://pod.co/the-jasons-take-on/product-led-customer-success Thu, 21 Nov 2019 00:00:00 +0000 Customers rarely experience a SaaS product in isolation. Their outcomes often depend on integrations, implementation partners, channel organisations and other technology vendors.

In this episode, Jason Noble and Jason Whitehead explore how Customer Success should operate across this wider ecosystem.

You’ll learn how to clarify ownership, reduce customer confusion and align partners around the outcomes needed to protect adoption, trust and retention.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Must Extend Across Partners and Integrations Why Customer Success Must Extend Across Partners and Integrations 00:30:55 tag:soundcloud,2010:tracks/697377107 Jason Whitehead & Jason Noble 16 full false https://pod.co/the-jasons-take-on/the-jasons-take-on-building-and-aligning-your-cs-services-with-integration-and-channel-partners Tue, 15 Oct 2019 00:00:00 +0000 SaaS companies increasingly compete on what happens after the sale. Customers stay and expand when the vendor helps them achieve meaningful outcomes, not simply when the product functions as promised.

In this episode, Jason Noble and Jason Whitehead explore Customer Success as a competitive growth engine.

You’ll learn how CS can differentiate a SaaS company, influence renewals and expansion and become part of the value proposition before the deal closes.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Customer Success Is the New Battleground for SaaS Retention and Growth Why Customer Success Is the New Battleground for SaaS Retention and Growth 00:51:20 tag:soundcloud,2010:tracks/682431824 Jason Whitehead & Jason Noble 15 full false https://pod.co/the-jasons-take-on/the-jasons-take-on-customer-success-as-a-growth-engine Tue, 17 Sep 2019 00:00:00 +0000 The Customer Success model that worked during a company’s early growth may not work as customer expectations, product complexity and commercial pressure increase.

Mona Yoast joins Jason Noble and Jason Whitehead to discuss how leaders can transform an established CS organisation.

You’ll learn how to assess current capability, strengthen the team and build a Customer Success model that delivers more consistent value, retention and growth.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How to Transform Customer Success as Customer Expectations Rise - with Mona Yoast How to Transform Customer Success as Customer Expectations Rise - with Mona Yoast 00:39:14 tag:soundcloud,2010:tracks/666339089 Jason Whitehead & Jason Noble 14 full false https://pod.co/the-jasons-take-on/tjto-guest-mona-yoast-upping-your-customer-success-game Mon, 26 Aug 2019 17:18:07 +0000 Early Customer Success teams often rely on energy, relationships and individual effort. As the SaaS company grows, that approach becomes inconsistent and difficult to scale.

Lawton Ursrey joins Jason Noble and Jason Whitehead to explore how CS teams mature.

You’ll learn how to move beyond reactive support, introduce stronger processes and deliver more consistent customer value without losing the flexibility customers need.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How to Mature and Scale a Customer Success Team - with Lawton Ursrey How to Mature and Scale a Customer Success Team - with Lawton Ursrey 00:33:31 tag:soundcloud,2010:tracks/671277149 Jason Whitehead & Jason Noble 13 full false https://pod.co/the-jasons-take-on/tjto-special-guest-lawton-ursrey Mon, 26 Aug 2019 00:00:00 +0000 Should SaaS companies hire CSMs for their Customer Success capability or their knowledge of the customer’s industry?

In this episode, Jason Noble and Jason Whitehead examine the strengths and limitations of both approaches.

You’ll learn when domain expertise becomes essential, when broader CS experience adds more value and how leaders can build teams with the right balance of commercial, customer, product and industry knowledge.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Should Customer Success Teams Hire for Domain Expertise or CS Skills? Should Customer Success Teams Hire for Domain Expertise or CS Skills? 00:55:02 tag:soundcloud,2010:tracks/666303065 Jason Whitehead & Jason Noble 12 full false https://pod.co/the-jasons-take-on/customer-success-expertise-vs-domain-expertise Tue, 13 Aug 2019 00:00:00 +0000 Not every customer needs the same Customer Success model. High-touch engagement can be valuable but it cannot scale across every segment.

In this episode, Jason Noble and Jason Whitehead explore digital and tech-touch Customer Success, customer segmentation and scalable engagement.

You’ll learn when lower-touch models make sense, how technology and content can extend customer reach and how to scale CS without making the customer experience feel generic or impersonal.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Digital Customer Success Scales Engagement Without Losing Value How Digital Customer Success Scales Engagement Without Losing Value 00:47:42 tag:soundcloud,2010:tracks/655738094 Jason Whitehead & Jason Noble 11 full false https://pod.co/the-jasons-take-on/low-touch-and-tech-touch-customer-success Wed, 24 Jul 2019 00:00:00 +0000 Without customer trust, adoption slows, difficult conversations become harder and value is more difficult to prove.

Sue Farrance joins Jason Noble and Jason Whitehead to explain how she built a Customer Success programme from scratch and placed trust at the centre of every customer interaction.

You’ll learn how to establish credibility early, hire people who can build strong relationships and create a CS culture that supports adoption, retention and growth.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer Success Teams Build Trust From the Start - with Sue Farrance How Customer Success Teams Build Trust From the Start - with Sue Farrance 00:30:28 tag:soundcloud,2010:tracks/644807991 Jason Whitehead & Jason Noble 10 full false https://pod.co/the-jasons-take-on/tjto-guest-sue-farrance-building-trusted-relationships-with-customers Mon, 01 Jul 2019 00:00:00 +0000 Completing onboarding does not mean a customer has adopted your product. Users still need to change their behaviour, stakeholders need to support the change and the organisation must embed new ways of working.

In this episode, Jason Noble and Jason Whitehead explore user, stakeholder and organisational adoption.

You’ll learn what slows SaaS adoption, why engagement alone is not enough and how vendors can help customers reach value faster.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why SaaS Adoption Requires More Than Successful Onboarding Why SaaS Adoption Requires More Than Successful Onboarding 00:48:31 tag:soundcloud,2010:tracks/640058265 Jason Whitehead & Jason Noble 9 full false https://pod.co/the-jasons-take-on/accelerating-user-and-customer-adoption Tue, 18 Jun 2019 00:00:00 +0000 Customer Success technology should make it easier to understand customers, prioritise action and deliver value at scale. A disconnected stack can create more work without improving customer outcomes.

In this episode, Jason Noble and Jason Whitehead explore the role of CS platforms, onboarding tools, adoption data, product analytics and workflow technology.

You’ll learn what to consider when building a Customer Success technology stack that supports retention, expansion and scalable post-sales growth.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How to Build the Right Customer Success Technology Stack How to Build the Right Customer Success Technology Stack 00:42:49 tag:soundcloud,2010:tracks/620539443 Jason Whitehead & Jason Noble 8 full false https://pod.co/the-jasons-take-on/the-jasons-take-on-customer-success-technology-platforms-solutions-more Tue, 14 May 2019 16:11:34 +0000 Meet Jason Noble and Jason Whitehead, the hosts of Breakthrough SaaS Growth.

In this introductory episode, they share how their careers shaped their views on Customer Success, why they created the podcast and why helping customers prove value remains central to sustainable SaaS growth.

You’ll also hear what to expect from the show, including practical conversations about retention, churn, expansion, customer value, GTM alignment and AI in SaaS.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why We Created Breakthrough SaaS Growth with The Jasons Why We Created Breakthrough SaaS Growth with The Jasons 00:09:40 tag:soundcloud,2010:tracks/617139954 Jason Whitehead & Jason Noble 7 full false https://pod.co/the-jasons-take-on/episode-0-intro-to-the-jasons-take-on Tue, 07 May 2019 16:00:00 +0000 Customer Success has a commercial role to play. Effective CS programmes influence customer retention, expansion revenue, lifetime value and the quality of SaaS growth.

In this episode, Jason Noble and Jason Whitehead explore the financial impact of Customer Success and why activity metrics are not enough.

You’ll learn how customer outcomes connect to revenue, which commercial measures matter and how CS leaders can make their contribution to business performance more visible.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> How Customer Success Drives Retention, Expansion and SaaS Revenue How Customer Success Drives Retention, Expansion and SaaS Revenue 00:51:26 tag:soundcloud,2010:tracks/608807466 Jason Whitehead & Jason Noble 6 full false https://pod.co/the-jasons-take-on/the-jasons-take-on-the-financial-side-of-customer-success Sat, 20 Apr 2019 11:49:52 +0000 Customer relationships are not a soft measure. Trust directly affects product adoption, customer retention, expansion and long-term SaaS growth.

In this episode, Jason Noble and Jason Whitehead explore how Customer Success and Account Management teams can build stronger relationships with customer stakeholders.

You’ll learn what trusted customer partnerships look like, which behaviours weaken credibility and how stronger relationships make it easier to prove customer value and protect revenue.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Trusted Customer Relationships Drive SaaS Retention and Growth Why Trusted Customer Relationships Drive SaaS Retention and Growth 00:50:35 tag:soundcloud,2010:tracks/596761893 Jason Whitehead & Jason Noble 5 full false https://pod.co/the-jasons-take-on/building-trusted-relationships-with-customers Wed, 27 Mar 2019 14:37:38 +0000 Customer onboarding sets the direction for the entire SaaS relationship. When it works, customers reach value faster. When it fails, confidence and momentum disappear before meaningful adoption begins.

In this episode, Jason Noble and Jason Whitehead explain how to design and deliver an effective onboarding programme.

You’ll learn how to reduce time to value, create early wins, improve product adoption and reduce the risk of early customer churn.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Better SaaS Onboarding Improves Adoption and Retention Why Better SaaS Onboarding Improves Adoption and Retention 01:03:41 tag:soundcloud,2010:tracks/575459910 Jason Whitehead & Jason Noble 4 full false https://pod.co/the-jasons-take-on/the-jasons-take-on-getting-customer-onboarding-right Wed, 13 Feb 2019 00:00:00 +0000 Poor Sales and Customer Success alignment creates problems long before renewal. Expectations drift, important context is lost and customers begin the relationship with avoidable confusion.

In this episode, Jason Noble and Jason Whitehead explore how Sales and CS can work together before the contract is signed and throughout the customer lifecycle.

You’ll learn how better expectation-setting and handovers improve adoption, customer value, retention and expansion.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> Why Sales and Customer Success Alignment Starts Before the Deal Closes Why Sales and Customer Success Alignment Starts Before the Deal Closes 01:03:04 tag:soundcloud,2010:tracks/563096436 Jason Whitehead & Jason Noble 3 full false https://pod.co/the-jasons-take-on/aligning-sales-and-customer-success Fri, 25 Jan 2019 14:49:56 +0000 Customer centricity is easy to claim but much harder to embed in everyday decisions.

In this episode, Jason Noble and Jason Whitehead examine what customer centricity really means for SaaS companies and why so many businesses struggle to turn customer-focused intentions into action.

You’ll learn how customer centricity supports retention, expansion and customer value, what makes the commercial case for it and how leaders can build it into behaviours, priorities and operating decisions.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> What Customer Centricity Really Means in SaaS What Customer Centricity Really Means in SaaS 00:54:48 tag:soundcloud,2010:tracks/563096463 Jason Whitehead & Jason Noble 2 full false https://pod.co/the-jasons-take-on/being-customer-centric Fri, 25 Jan 2019 14:49:44 +0000 Great Customer Success leadership is about more than managing CSMs. It requires an operating model that helps customers achieve measurable value while supporting retention, expansion and sustainable SaaS growth.

In this episode, Jason Noble and Jason Whitehead explore the qualities strong CS leaders need, the challenges of leading global teams and how to develop future Customer Success leadership talent.

You’ll learn what companies should expect from modern CS leaders and how leadership affects customer outcomes and commercial performance.

🌐 Visit Breakthrough SaaS Growth:

https://breakthroughsaasgrowth.com/

Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.

#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn

]]> What Great Customer Success Leadership Looks Like What Great Customer Success Leadership Looks Like 00:52:16 tag:soundcloud,2010:tracks/563096475 Jason Whitehead & Jason Noble 1 full false https://pod.co/the-jasons-take-on/customer-success-leadership Fri, 25 Jan 2019 14:49:29 +0000