In the final episode of this three-part series on how AI can set people up to fail, Jason Noble and Jason Whitehead look at the risks AI creates across sales, marketing and service.

AI can help teams send more messages, create more content, respond to more customers, launch more campaigns and handle more support queries. But scale is only useful when what you are scaling is true.

If your sales promise is wrong, AI scales the overpromise.

If your marketing claim is weak, AI makes it louder.

If your service bot gives a confident wrong answer, customers do not blame the bot. They blame your company.

In this episode, we discuss:

• How AI can make loose sales promises sound more credible
• Why AI-generated marketing claims need stronger review
• How overpromising creates trust debt for Customer Success
• Why service bots need clear boundaries and escalation rules
• Where AI should be restricted around pricing, security, compliance, contracts and commitments
• Why leaders need to review customer-facing claims before they scale

The key takeaway: AI is not a separate experience. It is part of the customer experience.

Used well, AI helps teams scale accurate, useful and honest communication. Used badly, it scales inflated claims, unreliable answers and future friction.

🌐 Web

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💼 LinkedIn

🐦 X

#AI #SaaS #CustomerSuccess #Leadership #Trust #B2B #GTM #Retention #ArtificialIntelligence #BusinessGrowth

In part two of our three-part series on how AI can set people up to fail, Jason Noble and Jason Whitehead move from manufactured credibility into Customer Success.

AI can write polished QBRs, summarise account notes, pull usage data, flag risks and suggest next steps. That sounds useful, and it is. But the danger comes when teams treat AI output as the truth rather than a starting point.

A customer story can look executive-ready and still be wrong.

In this episode, we discuss:

• Why polished AI-generated account narratives can damage trust
• How usage data, support tickets and health scores can tell the wrong story
• Why AI should prepare the CSM, not replace the CSM’s judgement
• The difference between facts, interpretation and customer intent
• How CS leaders can stop teams outsourcing judgement to AI
• Practical guardrails for using AI in QBRs, renewal reviews and customer-facing materials

The core message: AI should help Customer Success teams understand customers better, not pretend they understand more customers.

Because if the AI-generated story is wrong, the customer will not blame the model. They will blame you.

🌐 Web

🎙️ Apple podcast

💼 LinkedIn

🐦 X

#AI #SaaS #CustomerSuccess #Leadership #Trust #B2B #GTM #Retention #ArtificialIntelligence #BusinessGrowth

In this episode, Jason Noble and Jason Whitehead explore what happens when AI agents begin booking meetings, updating records, triggering workflows and moving work across systems on behalf of humans.

That shift changes how SaaS products are designed, sold, supported and measured. A great user interface is no longer enough. SaaS companies now need to think about APIs, data models, permissions, interoperability, workflow design and trust.

The big question: if an AI agent became the main day-to-day user of your product, what would break first?

Your interface, your data model, your permissions or your value proposition?

🌐 Web

🎙️ Apple podcast

💼 LinkedIn

🐦 X

#AI #SaaS #CustomerSuccess #Leadership #Trust #B2B #GTM #Retention #ArtificialIntelligence #BusinessGrowth

AI is making people faster, sharper and more productive.

But it’s also creating a new problem in SaaS and business leadership: manufactured credibility.

In this episode of Breakthrough SaaS Growth with The Jasons, we explore what happens when AI helps people sound more prepared, more informed and more connected than they really are.

The trigger for this conversation? Someone reached out claiming they had listened to our podcast and thought they would make a great guest. The message sounded thoughtful and personalised. But when we spoke, they admitted they had never listened to the episode at all.

That moment exposed something bigger.

AI is making it dangerously easy to create the appearance of competence without the substance behind it.

We discuss:

• The rise of fake personalisation in sales and outreach
• Why AI-generated credibility collapses under human interaction
• How trust is lost in small moments
• The growing gap between polished messaging and operational reality
• Why AI is amplifying bad behaviour rather than creating it
• What SaaS leaders, Customer Success teams and GTM organisations should do differently

This is not an anti-AI episode. It is a conversation about responsibility, judgment and what happens when efficiency starts replacing authenticity.

Because customers eventually detect the gap between what sounds good and what is actually true.

And in SaaS, trust is still the real growth engine.

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💼 LinkedIn

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#AI #SaaS #CustomerSuccess #Leadership #Trust #B2B #GTM #Retention #ArtificialIntelligence #BusinessGrowth

But AI is also exposing something much more uncomfortable: a growing trust problem between vendors and customers.

In this episode of Breakthrough SaaS Growth with The Jasons, we’re joined by Catherine Dowden-King, a community creator working with senior data, analytics, digital and AI leaders. Catherine helps leaders become more visible, credible and connected through honest conversation, community and clearer communication around data and AI.

We explore why trust is no longer a soft concept in SaaS. It now directly affects adoption, retention, renewal, expansion and growth.

Customers are being asked to trust more claims, more data, more automation and more AI-driven decisions they cannot always see or explain. That makes clarity, credibility and value proof more important than ever.

This is not a conversation about AI features.

It is about what happens when customers stop believing you.

In this episode, we discuss:

• why AI is exposing trust gaps that already existed in SaaS
• how vague AI messaging damages customer confidence
• why buyers often trust people and peer communities more than brands
• where sales, product and customer success unintentionally erode trust
• why transparency around data and AI matters
• how trust affects adoption, renewal and expansion
• what SaaS leaders should do differently in an AI-first market

Far fewer use it to make better decisions about Customer Success, retention and growth.

The result is predictable. Teams spread effort evenly across the customer base. High-value customers are often under-supported. Lower-value customers consume disproportionate time, attention and resource.

That might feel fair.

But it can quietly damage growth.

In this episode of Breakthrough SaaS Growth, we speak with Christine Day, growth strategist and founder of Results 2Day, about why treating every customer the same is a costly mistake.

We explore how SaaS leaders can use better customer segmentation, real customer data and sharper prioritisation to improve retention, expansion and post-sale growth.

We discuss:

• Why MRR and deal size alone can be misleading
• How to identify high-value customers using real data
• Why SaaS companies struggle to operationalise the 80/20 principle
• What leaders should stop doing immediately
• What to do with the "other 80%"
• How smarter prioritisation improves retention and expansion

This is a practical conversation for SaaS CEOs, CROs, CCOs and Customer Success leaders who want to focus resources where they create the greatest commercial value.

Connect with Christine on LinkedIn

Go to the Result2Day site for more details

Find out about Christine's book

Click here for more information on 80/20 Growth Strategy

They are the baseline.

In this episode of Breakthrough SaaS Growth, we speak with Patrick O’Donnell, Global Commercial Director for Payments and Embedded Finance at Phorest Salon Software, about what comes next for vertical SaaS platforms.

Pat has spent 25 years in payments across Citi, Mastercard and dLocal. He is now building payment and financial capabilities inside a vertical SaaS business, giving him a practical view of where embedded finance creates real customer value.

We explore why payments have become table stakes, what financial friction customers still face and how vertical SaaS companies can use data, trust and customer context to create better financial experiences.

We discuss:

• Why payments are now expected, not differentiating
• Where embedded finance creates value beyond monetisation
• How vertical SaaS platforms can reduce financial friction for customers
• Why customer trust matters when adding financial products
• How data can unlock better customer experiences
• What customers should be able to do tomorrow that they cannot do today

This is a practical conversation for SaaS CEOs, CROs, CCOs, product leaders and payments teams thinking about embedded finance, customer value and the next stage of SaaS growth.

Connect with Pat on LinkedIn

In this episode of Breakthrough SaaS Growth, The Jasons explore what AI really changes in SaaS and what it does not.

The market is nervous. Some SaaS categories look vulnerable. Many products are being challenged by AI agents, automation and lower switching costs.

But not every SaaS business is equally exposed.

Systems of record, process depth, workflow ownership, customer trust and embedded business value still matter. Possibly more than ever.

We discuss:

• Why AI is forcing SaaS leaders to rethink defensibility
• Which SaaS categories are most vulnerable
• Why convenience-led products may struggle
• Why systems of record still matter
• How CRM, adoption and agentic AI change the debate
• Where SaaS companies can still build durable value

This is a practical conversation for SaaS CEOs, founders, product leaders, CROs, CCOs and Customer Success leaders trying to understand where AI creates risk, where it creates opportunity and what stronger SaaS businesses need to prove next.

It helped companies improve adoption, protect renewals and support customers after the sale.

But the market has changed.

Budgets are tighter. CFO scrutiny is higher. Buyers expect clearer ROI. SaaS companies can no longer rely on adoption activity and relationship management as proof of value.

In this episode of Breakthrough SaaS Growth, Jason Whitehead and Jason Noble explore whether Customer Success is evolving into something bigger: Customer Growth.

We discuss what this shift really means for SaaS companies, including how teams move from activity-based customer relationships to outcome-driven value creation, from defending renewals to driving expansion and from support-style engagement to a commercially confident growth engine.

We cover:

• Why the original Customer Success model is under pressure
• How the SaaS subscription model changed vendor accountability
• Why adoption alone is no longer enough
• How Customer Success can drive retention, expansion and NRR
• Why metrics, incentives and ownership need to evolve
• How Sales, CS, Product and Finance need to align around customer value

The breakthrough challenge:

If your sales team stopped selling tomorrow, would your existing customers grow your business, or would revenue slowly decline?

This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want to turn post-sale execution into a real growth engine.

So why do so many SaaS companies still run Sales Kickoff as if revenue belongs to Sales alone?

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Kristi Faltorusso to explore the shift from Sales Kickoff to Revenue Kickoff.

This is not about changing the name of an event.

It is about changing how SaaS companies align teams around revenue, retention, expansion and customer value.

We discuss what real revenue alignment looks like across Sales, Customer Success, Marketing, Services and Support, and why too many companies invite CS into the room without truly integrating them into the strategy.

We cover:

• Why Sales Kickoff can reinforce the wrong behaviours
• What Revenue Kickoff should mean in a SaaS business
• How to align Sales, Customer Success, Marketing, Services and Support
• Why retention and expansion need to be part of revenue planning
• How shared metrics, incentives and enablement change the conversation
• What leadership teams need to do differently

This is a practical conversation for SaaS CEOs, CROs, CCOs, Revenue leaders and Customer Success leaders who want to build a genuinely revenue-aligned business.

Connect with Kristi on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Josh Schachter, SVP of AI Strategy & Market Development at Gainsight and host of the Unchurned podcast, to explore what is really putting SaaS retention under pressure.

The conversation covers why AI is changing customer expectations, how build versus buy is becoming a bigger threat and why tighter financial scrutiny is changing renewal conversations.

We also discuss what Customer Success needs to do differently if it wants to protect GRR, improve retention and remain commercially relevant in the AI era.

We cover:

• Whether AI is increasing churn risk or exposing weak value
• Why build versus buy is becoming a bigger issue for SaaS vendors
• How CFO scrutiny is changing renewal conversations
• Why GRR is under pressure
• What Customer Success must do differently to protect retention
• How SaaS leaders can prove value more clearly in the AI era

This is a practical conversation for SaaS CEOs, CROs, CCOs, Customer Success leaders and revenue teams trying to understand what really threatens retention and what to do about it.

Connect with Josh on LinkedIn:

As automation takes on more admin, reporting and repetitive work, the CSM role is shifting. Staying busy is no longer enough.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chad Horenfeldt, one of the most recognised voices in Customer Success, to explore what strategic Customer Success really looks like in the AI era.

We discuss how CSMs can move beyond product usage, adoption metrics and reactive account management, and become more focused on business outcomes, executive conversations and measurable customer value.

We cover:

• How AI is changing the role of the CSM
• What separates a strategic CSM from a busy CSM
• Why product usage is not the same as customer value
• How to move customer conversations towards business outcomes
• Why executive engagement matters more in the AI era
• What Customer Success leaders need to change now

This is a practical conversation for CSMs, Customer Success leaders, CCOs and SaaS executives who want CS to stay relevant, commercial and valuable as AI changes the work.

Connect with Chad on LinkedIn

SaaS companies now have to scale with more discipline, stronger customer outcomes and a clearer route to profitable growth.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what sustainable SaaS growth looks like now.

We discuss the shift from chasing speed at any price to building healthier, smarter and more resilient growth. That means paying closer attention to retention, efficiency, customer value, hiring, tooling and the metrics that actually show whether the business is scaling well.

We cover:

• Why growth at all costs no longer works
• The warning signs of unhealthy SaaS scaling
• The classic traps companies fall into as they grow
• Why retention and efficiency matter more now
• How leaders can balance ambition with discipline
• Which metrics show whether growth is genuinely healthy

This is a practical conversation for SaaS CEOs, founders, CROs, CCOs and Customer Success leaders who want to scale with more clarity, stronger customer outcomes and fewer costly mistakes.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by David Karp, a seasoned post-sales leader, to explore whether Customer Success has drifted away from its original purpose.

Customer Success was never meant to be a reactive support layer, a renewal defence team or a reporting function.

It was meant to help customers achieve meaningful outcomes and create value they could recognise, measure and defend.

We discuss what needs to change if CS is going to become more strategic, accountable and commercially relevant inside SaaS companies.

We cover:

• Why Customer Success may have drifted from its original purpose
• How CS can refocus on customer impact and value
• Why empathy still matters, but cannot replace accountability
• How stronger internal alignment improves customer outcomes
• Why shared responsibility matters across Sales, CS, Product and leadership
• What post-sales teams need to do to become stronger growth partners

This is a practical conversation for SaaS CEOs, CCOs, CROs and Customer Success leaders who want CS to create measurable customer value, not just manage customer relationships.

Connect with David on LinkedIn:

But when everyone has access to AI, it stops being the differentiator.

In this episode of Breakthrough SaaS Growth, Jason Whitehead and Jason Noble explore where AI actually creates value in SaaS and where the hype needs to calm down a bit.

They challenge the idea that AI will simply replace Customer Success. Instead, they frame AI as an amplifier: a way to remove friction, surface insights faster and give teams more time to build trust, guide customers and drive measurable outcomes.

We cover:

• Why AI alone will not create a lasting advantage
• Where AI can add real value across the customer journey
• Why Customer Success still needs human judgement
• How dirty data and weak processes get exposed faster
• Why culture matters more in an AI-enabled SaaS business
• Where AI should assist, but not take over

The breakthrough challenge:

Pick one moment in your customer journey where AI should handle the work, so your team can focus on the meaning.

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams trying to use AI in ways that improve customer value, not just internal efficiency.

They show up as slow handovers, missed context, confused customers and teams working from different versions of the truth.

In this episode of Breakthrough SaaS Growth, Jason Whitehead and Jason Noble explore how organisational silos damage SaaS retention, expansion, adoption, NRR and renewals.

They unpack where the most common silos form between Sales, Customer Success, Product, Engineering and Marketing, and why fragmented internal ownership often becomes a customer problem.

We cover:

• How silos quietly damage customer trust
• Where misalignment forms across SaaS teams
• Why retention and expansion need shared ownership
• How better customer data improves decision-making
• Why incentives and operating forums matter
• How AI can support shared customer visibility

The breakthrough challenge:

Pick one customer account this week and ask: where are we seeing different versions of the truth?

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want to turn fragmented teams into a more joined-up growth engine.

It often starts much earlier, inside the employee experience.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Annette Franz to explore how broken hiring promises can damage culture, employee experience and customer experience before a new employee has even started.

When companies overpromise during recruitment, misalign expectations or create poor candidate experiences, those gaps do not stay inside HR. They ripple into employee trust, customer relationships, brand perception, churn and growth.

We cover:

• Why candidate experience matters to customer experience
• How broken hiring promises damage trust
• Why culture shapes customer outcomes
• How employee experience connects to retention and expansion
• What CS leaders can learn from Talent teams
• How to close the promise-delivery gap

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, People leaders and GTM teams who want stronger culture, better customer trust and more durable growth.

Connect with Annette

Training helps people understand the product. Adoption changes how people work.

In this episode of Breakthrough SaaS Growth, Jason Noble interviews co-host Jason Whitehead about the career-defining moment when his boss at Texas Instruments told him:

"If we can’t get people to use the system and prove value, we don’t need it - or you."

That moment shaped Jason’s view of adoption, value and what B2B SaaS companies often get wrong after the sale.

We explore why customer adoption is one of the biggest drivers of retention, expansion and SaaS growth, and why many vendors still treat it as a training problem rather than a business change problem.

We cover:

• Why customer adoption is not the same as training
• How adoption drives retention, expansion and customer value
• Why SaaS vendors often get adoption wrong
• What a real adoption programme looks like across the customer lifecycle
• How to bring adoption into the sales process
• How to de-risk large implementations
• How to move customers from "we bought the tool" to "we changed how we work"

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and implementation teams who want customers to realise value faster and turn adoption into a real growth engine.

Links mentioned:

Free User Adoption training for SaaS leaders: https://schain.work/AdoptionTraining

Adopt Chain programme: https://schain.work/AdoptChain

Jason’s site: https://www.jasonwhitehead.me/

But efficiency alone does not create trust.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Bruce Temkin, founder of Humanity at Scale and one of the most respected voices in customer experience, leadership and organisational psychology.

Together, they explore how SaaS companies can scale growth without losing human connection, and why empathy, trust and purpose are becoming stronger differentiators in an AI-enabled world.

We discuss how leaders can avoid the efficiency trap, rethink AI as a collaborator rather than a replacement and design customer and employee experiences that amplify humanity instead of automating it away.

We cover:

• Why efficiency-focused leadership can weaken customer experience
• How AI can enhance human creativity, empathy and purpose
• What human-AI collaboration means for SaaS leaders
• Why deliberate human touchpoints still matter
• How values-based leadership shapes customer trust
• What "humanity at scale" means in practice

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, CX leaders and GTM teams who want to use AI without losing the trust, empathy and judgement that customers still value.

Connect with Bruce on LinkedIn

The real test is what happens when it meets messy customer data, weak processes and unclear context.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why many SaaS AI pilots stall after the initial excitement and what leaders need to fix before putting AI in front of customers.

We discuss why AI ROI depends on clean, consistent and trusted data, how to avoid over-trusting models too early and why human verification still matters while confidence builds.

We cover:

• Why weak data leads to weak AI outcomes
• Why AI pilots often stall after the demo
• How data quality affects customer trust
• When human verification is still needed
• How to move from efficiency gains to customer value
• Why AI success needs governance, change management and secure usage
• How better data and adoption can create a long-term SaaS advantage

The listener challenge:

This quarter, pick one AI initiative where better data or context would genuinely improve customer outcomes. What will you fix or pilot, and how will you verify trust?

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders, product teams and GTM leaders who want AI to create real customer value, not just better demos.

In this short special episode, Jason Noble and Jason Whitehead explain why we rebranded the podcast, what is changing and what listeners can expect next.

The new show is focused on helping SaaS leaders grow more effectively across the whole business, not just inside Customer Success.

That means more conversations about retention, expansion, onboarding, adoption, pricing, product, sales alignment, customer value, AI and executive strategy.

The name has changed.

The mission is sharper.

We cover:

• Why The Jasons Take On became Breakthrough SaaS Growth
• Why SaaS growth needs to be treated as a company-wide challenge
• What topics we will cover next
• How the show is expanding beyond Customer Success
• Why retention, expansion and customer value are central to growth
• What listeners, guests and sponsors can expect from the new direction

You can expect the same honest conversations, practical takeaways and direct challenge. Just with a clearer focus on helping SaaS businesses grow smarter, more sustainably and with stronger customer outcomes.

Subscribe and explore more episodes at https://breakthroughsaasgrowth.com.

Interested in being a guest or sponsoring the show? Visit breakthroughsaasgrowth.com to get in touch.

But cutting Customer Success can quietly damage the very growth leaders are trying to protect.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dan Griffith to discuss why efficiency should not mean indiscriminate cost-cutting.

Dan argues that SaaS leaders should rethink where they invest, shifting from volume-led sales motions towards AI-enhanced AEs, stronger Customer Success, better analytics, proactive renewals and a clearer customer happy path.

We cover:

• Why cutting Customer Success can damage growth
• How efficiency pressure is changing SaaS investment decisions
• Why SDR and BDR-heavy motions are being questioned
• Where AI can improve sales and Customer Success productivity
• Why analytics matter for proactive renewals
• How a clear customer happy path supports retention and expansion

This is a practical conversation for SaaS CEOs, founders, CROs, CCOs and revenue leaders trying to improve efficiency without weakening customer value, retention and future growth.

Connect with Dan...

• Website: https://growwithdan.com/
• LinkedIn: https://www.linkedin.com/in/dangriffithsr/
• X: https://x.com/dangriffithsr
• YouTube: https://www.youtube.com/@dangriffithsr

In this episode of Breakthrough SaaS Growth, Jason Whitehead and Jason Noble explore where AI can genuinely help Customer Success teams and where the hype can get dangerous.

They discuss common misconceptions about AI reliability, why human judgement still matters and how CS teams need to build stronger analytical skills if they want to use AI well.

We cover:

• What leaders often misunderstand about AI in Customer Success
• Why AI should complement human expertise, not replace it
• Why data quality makes or breaks AI outcomes
• Where human intuition and judgement still matter
• Why AI adoption needs proper training
• How Customer Success teams can use AI to work smarter and create more customer value

This is a practical episode for Customer Success leaders, CCOs, SaaS executives and CS teams trying to use AI in ways that improve customer outcomes, not just internal efficiency.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alex Raymond, founder of AMplify and host of the Account Management Secrets podcast, to explore whether these two functions are converging or creating more confusion.

As SaaS companies put more pressure on retention, expansion and customer growth, leaders need to be clearer about ownership, accountability and how customer-facing teams work together.

We cover:

• How Account Management and Customer Success are changing
• Why the lines between the two roles are blurring
• Where role confusion damages customer relationships
• How both functions should align around retention and expansion
• What organisational design needs to get right
• How customer-facing teams can drive growth without duplicating effort

This is a practical conversation for SaaS CEOs, CROs, CCOs, Account Management leaders and Customer Success leaders thinking about the future of customer growth, retention and expansion.

Connect with Alex on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Customer Success has become diluted, misunderstood and often misused inside SaaS companies.

They unpack the confusion around ownership, value, revenue accountability and what CS is really there to do.

As SaaS companies face more pressure on retention, expansion and profitable growth, CS can no longer afford to be seen as reactive support, relationship management or a vague post-sale function.

We cover:

• Why Customer Success is facing an identity crisis
• Who really owns the customer
• Whether CS should be responsible for revenue
• Why internal misalignment weakens customer outcomes
• How CS can move from reactive support to commercial impact
• Whether the function needs to be reframed for the next stage of SaaS

This is a practical episode for SaaS CEOs, CCOs, CROs and Customer Success leaders who want CS to become clearer, more accountable and more valuable to the business.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the growing scepticism around Customer Success in B2B SaaS.

With CS layoffs, AI reshaping engagement models and increasing pressure to prove measurable customer value, the traditional CS model is under serious scrutiny.

We discuss why many CS teams have become reactive, why internal metrics like NPS are not enough and what SaaS leaders need to do if Customer Success is going to remain relevant.

We cover:

• Why traditional Customer Success is under pressure
• How AI is changing CS engagement models
• Why reactive CS teams struggle to prove value
• Why NPS alone does not show commercial impact
• What measurable customer value really means
• How CS leaders can rethink strategy for the next era of customer growth

This is a practical conversation for SaaS CEOs, CROs, CCOs and Customer Success leaders who want to move beyond old CS models and build a stronger engine for retention, expansion and customer growth.

The question is where it actually helps growth.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how AI can support B2B SaaS growth by improving efficiency, strengthening customer engagement and helping teams reduce churn.

They discuss where AI can create practical value across Customer Success and the wider go-to-market motion, and why adoption needs to be tied to clear business outcomes rather than technology excitement.

We cover:

• How AI can support SaaS growth
• Where AI can improve Customer Success efficiency
• How AI can help reduce churn risk
• Why customer engagement still needs human judgement
• What makes AI adoption difficult inside SaaS companies
• How leaders can use AI without losing sight of customer value

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want to use AI to improve retention, customer engagement and sustainable growth.

It is much harder to prove.

In this episode of Breakthrough SaaS Growth, Jason Whitehead and Jason Noble explore what customer centricity really means for SaaS companies.

They discuss how AI, shifting customer expectations and economic pressure are changing the way SaaS leaders think about growth, retention and customer value.

The conversation moves beyond slogans and focuses on what customer-centric businesses actually do differently across the customer journey.

We cover:

• Why customer centricity still matters for SaaS growth
• How customer expectations are changing
• Why economic pressure is forcing clearer value conversations
• How technology and AI are reshaping customer engagement
• Why value needs to be delivered across the full customer journey
• How leaders can move from lip service to practical action

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want customer centricity to drive real growth, not sit on a values slide.

That is a mistake.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies should handle customer offboarding and why the exit experience matters more than many leaders realise.

A poor customer exit can damage reputation, reduce the chance of future re-engagement and make it harder to learn from churn.

A well-managed exit can protect trust, surface useful insight and leave the door open for future opportunities.

We cover:

• Why customer offboarding matters in SaaS
• How poor exits damage trust and reputation
• What companies can learn from churned customers
• How to create a more structured exit process
• Why departing customers should still be treated with care
• How better offboarding can support long-term growth

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and account teams who want to handle customer exits professionally and learn from every stage of the customer journey.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jay Nathan to explore the future of Customer Success and whether the function needs to evolve for the next stage of SaaS growth.

They discuss how market pressure, AI, profitability expectations and changing customer needs are forcing companies to rethink the role of CS.

The conversation explores what needs to change if Customer Success is going to remain relevant, commercial and genuinely valuable to customers and the business.

We cover:

• Whether Customer Success is still the right term
• How CS needs to evolve in B2B SaaS
• Why retention, expansion and profitability matter more now
• Where AI changes the CS operating model
• Why strategic alignment matters across post-sales teams
• How companies can stay customer-centred while improving growth

This is a practical conversation for SaaS CEOs, CCOs, CROs, Customer Success leaders and post-sales teams thinking about the future of CS, customer value and profitable growth.

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

In SaaS, it is a leadership capability.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Summie Yeung to explore how coaching helps leaders and teams build resilience in fast-moving, high-pressure environments.

They discuss why resilience matters when teams are dealing with churn, market pressure, internal change, customer expectations and uncertainty.

The conversation also explores how coaching can help professionals build confidence, strengthen decision-making and lead without losing sight of who they are.

We cover:

• Why resilience matters in SaaS and Customer Success
• How coaching helps people respond to pressure
• Why identity and belonging affect leadership confidence
• How multicultural professionals can lead authentically
• What teams need when facing churn, change and uncertainty
• How stronger leaders create stronger customer outcomes

This is a practical episode for SaaS leaders, Customer Success teams and professionals who want to build resilience, confidence and clarity in their work.

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

It is a different way of building sustainable SaaS revenue.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Edward Chiu, co-CEO of Totango and Catalyst, to explore how companies can grow by putting customer value at the centre of their strategy.

The conversation looks at how SaaS businesses can move beyond acquisition-led growth and focus more deliberately on retention, expansion, customer lifetime value and recurring customer value.

We cover:

• What customer-led growth really means
• Why sustainable SaaS growth depends on customer value
• How to increase customer lifetime value
• Why satisfied customers can become powerful advocates
• How post-sale teams can protect and grow revenue
• Why recurring value matters across the customer lifecycle

This is a practical conversation for SaaS CEOs, CROs, CCOs, Customer Success leaders and revenue teams who want growth to come from customers who stay, expand and advocate.

In SaaS, it matters across Customer Success, onboarding, adoption and customer value.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Casey Trujillo and Todd Kirk, co-hosts of the SaaS Therapy podcast, to explore how commercially confident teams help customers adopt technology and realise value.

The conversation looks at why unused software is such a costly problem, how teams can move beyond activity and training and what it takes to help customers change how they work.

We cover:

• Why commercial confidence matters in SaaS teams
• How software adoption connects to customer value
• Why unused software damages retention and growth
• How teams can support real behaviour change
• What leaders can do to build stronger customer conversations
• How Customer Success, onboarding and enablement teams can create more impact

This is a practical conversation for SaaS CEOs, CROs, CCOs, Customer Success leaders, onboarding teams and enablement leaders who want customers to use the software, realise value and keep growing.

Listen to the SaaS Therapy podcast:

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

By the time a renewal is at risk, the real problem often started months earlier.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dan Gianfreda to explore how SaaS companies can move from reactive Customer Success to a more proactive, commercially focused model.

Dan shares lessons from working across Sales, Marketing, Customer Success and Operations, including how to set better customer expectations, secure commitment to success and build stronger relationships with customer executives.

We cover:

• Why reactive Customer Success puts renewals at risk
• How proactive CS improves retention and expansion
• Why expectation-setting must start before the sale closes
• How to gain customer commitment to success
• Why CFO and CEO engagement matters for renewals
• How Sales, Marketing, CS and Operations can create a stronger customer journey

This is a practical conversation for SaaS CEOs, CROs, CCOs, Customer Success leaders and revenue teams who want to protect renewals, build executive alignment and create clearer customer value.

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

But many companies are still struggling to make it work properly.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dave Jackson, founder and CEO of TheCustomer.Co and author of Customer Led Growth, to discuss the biggest challenges facing Customer Success today.

The conversation explores why Customer Success often fails to deliver its full commercial impact and what needs to change if SaaS companies want stronger retention, expansion and profitable growth.

We cover:

• Why Customer Success still struggles inside many SaaS companies
• What leaders often misunderstand about customer focus
• Why CS needs to connect more clearly to financial performance
• How customer-led growth changes the way companies operate
• What CEOs and investors should expect from Customer Success
• Why profitable growth depends on stronger customer value

This is a practical conversation for SaaS CEOs, investors, CCOs, CROs and Customer Success leaders who want Customer Success to drive measurable growth, not just manage relationships.

Connect with Dave Jackson on LinkedIn: https://www.linkedin.com/in/davidjacksonuk

Learn more: https://thecustomer.co

Dave’s free ebook on Product-Led Customer Success: https://thecustomer.co/2018/07/17/product-led-cs-ebook/

Done well, it helps customers adopt faster, realise value sooner and achieve better business outcomes.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Vicky Kennedy, founder of Echtus, to explore the future of customer education in SaaS.

Vicky shares how customer education has evolved over the last 20 years and why traditional training models often fall short when companies need measurable business results.

We cover:

• Why customer education needs to move beyond product training
• How education supports SaaS adoption and retention
• Why business outcomes matter more than course completion
• How customer education has evolved over the last two decades
• What companies often get wrong when building education programmes
• How education can become a stronger part of the customer growth engine

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, enablement teams and education leaders who want customer education to drive adoption, value and growth.

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

Connect with Vicky on LinkedIn

When they work together, SaaS companies build better products, improve adoption and create stronger customer outcomes.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jennifer Chiang, author of The Startup’s Guide to Customer Success, to explore how Product and Customer Success teams can align more effectively.

Jennifer shares lessons from building Customer Success teams and working in product management, including how startups can use customer insight, analytics and empowerment to create more customer-centric operating models.

We cover:

• Why Product and Customer Success alignment matters
• How CS can bring better customer insight into product decisions
• Why customer feedback needs structure, not noise
• How analytics can improve customer and product decisions
• What startups often get wrong about Customer Success
• How better alignment improves adoption, retention and growth

This is a practical conversation for SaaS founders, product leaders, CCOs, Customer Success leaders and startup teams who want Product and CS to work together around customer value.

Connect with Jennifer Chiang on LinkedIn

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

Roles are shifting. Expectations are higher. Companies are rethinking what they need from CS leaders and teams.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Rohan Tailor, principal consultant at ABR Talent, to explore what is happening in the Customer Success hiring market.

The conversation looks at how CS roles are changing, what companies are hiring for and what candidates need to understand about the market.

We cover:

• What is happening in the Customer Success talent market
• How CS roles and expectations are changing
• What SaaS companies are looking for when hiring
• How new CS positions are emerging
• What candidates need to do to stand out
• Why commercial awareness matters more in Customer Success roles

This is a practical conversation for Customer Success leaders, SaaS executives, hiring managers and CS professionals who want to understand how the CS talent market is evolving.

Connect with Rohan Tailor on LinkedIn

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

It is about building post-sale teams that reduce churn, increase growth and create measurable customer value.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alex Farmer, founder and CEO of Customer Success Excellence, to explore what great Customer Success really looks like in SaaS.

Alex shares his perspective from building post-sale teams in high-growth B2B SaaS companies and from creating the world’s first awards event dedicated to the Customer Success profession.

We cover:

• What Customer Success excellence really means
• How great CS teams reduce churn and drive growth
• Why post-sale teams need clearer commercial impact
• What separates strong CS teams from average ones
• How Customer Success is evolving as a profession
• Why recognition matters for the CS community

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and post-sale teams who want CS to create measurable value and support sustainable growth.

Connect with Alex Farmer on LinkedIn

It comes from long-term customer value, stronger relationships and a clear operating model for retention and expansion.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jay Nathan, CCO at Higher Logic and co-founder of Gain Grow Retain, to discuss what it means to play the long game in Customer Success.

Jay shares his perspective on building, leading and scaling post-sale teams that help customers realise value over time while also supporting durable revenue growth.

We cover:

• Why long-term customer value matters in SaaS
• How Customer Success supports retention and expansion
• Why leaders need to think beyond the next renewal
• What it takes to build scalable post-sale teams
• How customer strategy changes across company stages
• Why durable growth needs more than short-term revenue pressure

This is a practical conversation for SaaS CEOs, CCOs, CROs and Customer Success leaders who want to build growth through customers who stay, expand and succeed.

Customer education can help.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Vanessa Neurohr, Vice President of Customer Success at Muck Rack, to explore how customer education can help SaaS companies scale Customer Success.

Vanessa shares how she helped transform and scale her CS team by building a customer education programme that enables customers to learn, adopt and achieve success more independently.

We cover:

• Why high-touch Customer Success is hard to scale
• How customer education supports SaaS adoption
• How education helps customers achieve success independently
• Why scalable CS needs more than extra headcount
• How education can reduce pressure on CS teams
• What leaders should consider when building a customer education programme

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and customer education teams who want to scale customer value without relying only on high-touch service.

But what does the journey actually look like?

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Pat Phelan, Chief Customer Officer at GoCardless, to explore his path into customer leadership and what it takes to build and scale a global customer organisation.

Pat shares lessons from leading Customer Success, Customer Onboarding, Support, Customer Experience, CS Management and Account Management teams across fast-growing technology and fintech businesses.

We cover:

• What it takes to become a Chief Customer Officer
• How the CCO role has evolved in SaaS and fintech
• How to build and scale global customer teams
• Why Customer Success, Support, Onboarding and Account Management need alignment
• What customer leaders need to learn from commercial roles
• How customer leadership supports retention, expansion and growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and post-sale teams thinking about customer leadership, operating models and scalable customer growth.

It is about helping customers make better decisions, realise value and grow over time.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jay Nathan, CCO at Higher Logic and co-founder of Gain Grow Retain, to explore what strategic behaviour really means in Customer Success.

Jay shares lessons from building, leading and scaling post-sale teams across B2B SaaS businesses, including how CS leaders can create stronger customer value, improve retention and support revenue growth.

We cover:

• What strategic Customer Success really means
• How strategic behaviour improves customer outcomes
• Why CS needs to move beyond activity and relationship management
• How post-sale teams can support retention and expansion
• What it takes to scale Customer Success across different customer segments
• How CS leaders can connect customer value to business growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and post-sale teams who want Customer Success to become more strategic, commercial and valuable.

As SaaS companies face more pressure on retention, expansion, efficiency and customer value, the future CSM needs to be more strategic, more commercial and more adaptable.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Maranda Dziekonski, SVP of Customer Success at HourWork, to explore the future of the Customer Success Manager role.

Maranda shares lessons from building and scaling customer teams in early and mid-stage startups, including what CSMs need to develop if they want to stay relevant and create stronger business impact.

We cover:

• How the CSM role is changing
• What skills future CSMs will need
• Why strategic thinking matters more in Customer Success
• How CSMs can contribute to retention and expansion
• Why startup CS teams need adaptability and commercial confidence
• What leaders should look for when building future CS teams

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CSMs who want to understand where the role is heading and what it will take to succeed.

It can also become emotionally exhausting.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Ryan Johansen to discuss burnout, mental wellbeing and the pressure many CSMs carry in high-demand SaaS environments.

Ryan shares his personal experience of workplace stress and the lessons he learned about putting mental health first, managing pressure and creating healthier ways of working.

We cover:

• Why burnout is a serious issue in Customer Success
• How CSM workload and emotional labour affect mental wellbeing
• Why stress can quietly damage performance and confidence
• How managers can spot warning signs earlier
• What individuals can do to manage pressure more effectively
• Why healthier teams create better customer outcomes

This is an important conversation for CSMs, Customer Success leaders and SaaS managers who want high-performing teams without burning people out.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jamie Bertasi, President and COO of Totango and former Chief Customer Officer, to discuss what Customer Success leaders need to rethink as expectations around retention, onboarding, customer value and growth continue to rise.

Jamie shares her perspective on how SaaS companies can build stronger customer organisations, align go-to-market teams and create better experiences for customers and partners.

We cover:

• How Customer Success is changing in SaaS
• Why retention and customer value matter more than ever
• How onboarding influences long-term growth
• Why GTM and Customer Success teams need stronger alignment
• What high-performing customer organisations do differently
• How leadership, culture and execution shape CS performance

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and GTM teams who want to build stronger customer organisations and drive more sustainable growth.

Done well, it helps SaaS companies scale customer value, improve visibility and create a more consistent customer experience.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Deborah Andrews, who works across post-sales functions at Unit4 and leads Customer Success Operations and Digital teams.

Deborah shares why CS Ops has become critical for modern SaaS businesses and how it supports better data, stronger processes and more scalable customer engagement.

We cover:

• Why Customer Success Operations matters in SaaS
• How CS Ops helps scale Customer Success
• Why better data and processes improve customer experience
• How digital CS supports more consistent engagement
• Why post-sales teams need stronger operational foundations
• How CS Ops can support retention, expansion and sustainable growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, CS Ops teams and post-sale leaders who want to build a more scalable and customer-centric operating model.

Connect with Deborah on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alan Fecamp, Director in Zeren’s Commercial team, to explore the world of Customer Success recruitment.

Alan shares his perspective from more than 20 years in senior recruitment and executive search, with deep experience across UK, EMEA and US technology markets.

We cover:

• What SaaS companies should look for in Customer Success leaders
• How the CS talent market is changing
• Why investor-backed SaaS businesses need strong post-sale leadership
• What makes a great go-to-market hire
• How Sales, Customer Success and Operations hiring connects to growth
• Common mistakes companies make when recruiting CS leaders

This is a practical conversation for SaaS CEOs, founders, investors, CROs and CCOs who want to build stronger go-to-market and Customer Success teams.

Connect with Alan on LinkedIn 

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

When implementation is slow, unclear or badly managed, customers lose confidence before they ever see real value.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Rupesh Rao, CEO and founder of CogniSaaS, to explore how enterprise SaaS companies can manage complexity during onboarding and implementation.

Rupesh shares lessons from more than 20 years working across software engineering, account management, customer leadership and SaaS entrepreneurship.

We cover:

• Why onboarding complexity creates risk in SaaS
• How implementation affects customer trust and retention
• What enterprise SaaS companies often get wrong during onboarding
• How to create clearer ownership across implementation teams
• Why customer-centric onboarding matters at scale
• How better onboarding accelerates time to value

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, onboarding teams and implementation leaders who want to reduce complexity, improve time to value and build stronger customer relationships.

Connect with Rupesh on LinkedIn

But where does it go next?

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Nick Mehta, CEO of Gainsight, to explore the future of Customer Success and its role in durable SaaS growth.

Nick shares his perspective on how Customer Success is evolving, why customer-led and product-led strategies matter and what SaaS leaders need to understand about retention, expansion and customer value.

We cover:

• Where Customer Success goes next in SaaS
• Why durable growth depends on customer value
• How customer-led and product-led strategies are evolving
• Why retention and expansion remain critical
• What leaders need to do to make Customer Success more strategic
• How the CS category continues to shape the SaaS model

This is a practical conversation for SaaS CEOs, CCOs, CROs and Customer Success leaders who want to understand how Customer Success can drive stronger, more durable growth.

Connect with Nick on LinkedIn

The users are often technical. The problems are complex. The value depends on more than adoption dashboards and standard playbooks.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Manuel Harnisch to explore how Customer Success works for technical SaaS and XaaS products.

Manuel shares lessons from building and leading CS teams in companies solving complex technical challenges for customers, including what changes when your buyers, users and stakeholders need deep product and technical expertise.

We cover:

• Why technical SaaS products need a different CS approach
• How to support technical users and stakeholders
• Why standard Customer Success playbooks may not work
• How CS teams can partner better with Product and Engineering
• What technical customers need to achieve value
• How early-stage companies can build stronger customer operations

This is a practical conversation for SaaS founders, CCOs, Customer Success leaders, Product leaders and technical teams building customer success motions around complex products.

Connect with Manual on LinkedIn

But reducing the quality, scope or value of products and services can quietly damage customer trust, brand reputation and long-term growth.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum, to explore why Customer Success leaders need to act as stewards of customer value.

Lynn shares her perspective on shrinkflation, skimpflation and the risk of weakening the customer experience during periods of economic pressure.

We cover:

• Why Customer Success must protect customer value
• How cost-cutting can damage customer trust
• Why reduced value creates long-term brand risk
• What shrinkflation and skimpflation mean for customer experience
• How CS leaders can help companies avoid value erosion
• Why customer value needs shared ownership across the business

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CX teams who want to protect customer trust, maintain value and build stronger long-term growth.

Connect with Lynn on LinkedIn

Done well, it helps SaaS companies improve customer experience, strengthen advocacy and make better decisions across the business.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dana Alvarenga, VP of Customer Experience at SlapFive, to explore how to create and grow a strong Voice of the Customer programme.

Dana shares lessons from leading Customer Success, Education, VoC and Advocacy, including how customer insight can improve customer experience and support stronger growth.

We cover:

• Why Voice of the Customer matters in SaaS
• How to build a stronger VoC programme
• How customer feedback supports better decisions
• Why advocacy and customer marketing matter
• How VoC connects Customer Success, Education and CX
• How customer insight can support retention, expansion and growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, CX teams and customer marketing teams who want to turn customer feedback into stronger customer value.

Connect with Dana on LinkedIn

But they do not always show what customers actually need to do to succeed.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the concept of Ideal Customer Behaviour and why SaaS companies need to focus more on the specific actions customers must take to achieve value.

We discuss how a behaviour-based approach can improve customer engagement, adoption, retention and long-term success.

We cover:

• What Ideal Customer Behaviour means
• Why customer profiles are not enough
• How behaviour shapes customer outcomes
• Which customer actions matter most for success
• How SaaS teams can influence the right behaviours
• Why behaviour-based engagement improves adoption and value

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and customer-facing teams who want to help customers take the actions that lead to measurable success.

That is a mistake.

In SaaS, growth does not only come from winning new customers. It also comes from retaining existing customers, expanding relationships and turning customers into advocates.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Kristi Faltorusso to explore why customer marketing matters and how it differs from traditional acquisition marketing.

We cover:

• What customer marketing really means
• Why existing customers need a different marketing approach
• How customer marketing supports retention and expansion
• Why advocacy matters in SaaS growth
• How Marketing and Customer Success should work together
• What companies need to do to market effectively to existing customers

This is a practical conversation for SaaS CEOs, CMOs, CROs, CCOs, Customer Success leaders and customer marketing teams who want to turn existing customers into a stronger growth engine.

Connect with Kristi on LinkedIn

Done well, they help customers learn, connect, share ideas and achieve more value from the products they use.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Ben Winn, brand and community leader at Catalyst Software, to explore the rise of communities in Customer Success.

We discuss how community-led growth connects with customer education, advocacy, retention and customer value, and why SaaS companies should think carefully about the role community plays in the customer journey.

We cover:

• Why communities matter in Customer Success
• How customer communities support adoption and engagement
• Why community-led growth is becoming more important
• How communities can create advocacy and customer insight
• What SaaS companies need to consider when building communities
• How community can support retention, expansion and customer value

This is a practical conversation for SaaS CEOs, CMOs, CCOs, Customer Success leaders and community teams who want to use community as part of a stronger customer growth strategy.

Connect with Ben on LinkedIn

Automation can help SaaS companies reach more customers, deliver more consistent engagement and create more personalised post-sale experiences.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dickey Singh, CEO and co-founder of Cast.app, to explore how automation can scale Customer Success and post-sales impact.

We discuss where automation can add value, including personalised business reviews, customer health, adoption, retention and expansion.

We cover:

• How automation helps scale Customer Success
• Why personalised engagement matters in post-sales
• How automated business reviews can support customer value
• Where automation can improve adoption and retention
• What CS teams need to consider before automating engagement
• How automation can support expansion revenue

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and post-sales teams who want to scale customer engagement without losing relevance or value.

Connect with Dickey on LinkedIn

If customers are going to realise value, the whole business needs to be aligned around their outcomes.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Harini Gokul, customer success leader at AWS, to explore why Customer Success is a team sport.

Harini shares lessons from building and scaling Customer Success across cloud, ISV, digital-native, private equity, games and SMB customer segments.

We cover:

• Why Customer Success needs cross-functional ownership
• How cloud businesses scale customer success
• Why customer outcomes depend on more than the CS team
• How trust, privacy, ethics and security shape customer success
• What SaaS and cloud leaders can learn from AWS
• How teams can align around customer transformation and growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and GTM teams who want to build stronger customer outcomes through shared ownership.

Connect with Harini on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Markus Rentsch to explore the idea of customer value-led growth and why SaaS companies need to focus more deliberately on helping customers achieve meaningful outcomes.

The conversation looks at how customer value connects to retention, expansion, advocacy and long-term growth, and why companies that fail to prove value increasingly struggle to keep customers.

We cover:

• What customer value-led growth means
• Why customer value drives retention and expansion
• How SaaS companies can align around customer outcomes
• Why growth depends on more than acquisition
• How customer value influences long-term relationships
• What leaders need to do to build more customer-centric growth models

This is a practical conversation for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want growth to come from customers who achieve value and continue to grow with the business.

Connect with Markus on LinkedIn

It is about building the right operating model, processes and customer engagement approach so customers still receive value as the business grows.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Kristi Faltorusso to explore how SaaS companies can successfully scale Customer Success.

We cover:

• What it takes to scale Customer Success
• Why scaling CS is not only a headcount problem
• How to build a stronger Customer Success operating model
• Why customer value can get lost during growth
• How CS, Support and Consulting can work together
• How scaled Customer Success supports retention, advocacy and revenue growth

This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders who want to scale CS without weakening the customer experience or losing sight of value.

Connect with Kristi on LinkedIn

A strong Customer Success organisation does more than manage accounts.

It helps customers realise value, reduces churn and supports sustainable growth.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alex Farmer, VP of Customer Success at Cognite and founder of Customer Success Excellence, to explore what it takes to build a successful Customer Success organisation.

We cover:

• What makes a Customer Success organisation successful
• How post-sale teams reduce churn and drive growth
• Why customer value needs clear ownership
• How to turn red accounts green
• What CS leaders need to prioritise as they scale
• How stronger CS teams support retention, expansion and growth

This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders who want to build post-sale teams that create measurable customer value.

• Connect with Alex on LinkedIn

More teams. More systems. More stakeholders. More ways for ownership to become unclear.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Irit Eizips, CEO of CSM Practice, to explore how leaders can design and implement Customer Success strategies in complex organisations.

We cover:

• What makes an organisation complex
• How to design a scalable Customer Success strategy
• Why playbooks, process and technology need to work together
• How to align executives and customer-facing teams
• Where Customer Success implementations often go wrong
• How structured CS strategy supports retention, expansion and customer value

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams building Customer Success across complex, fast-moving organisations.

Connect with Irit on LinkedIn

But stories help people understand why the data matters.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Aaron Jones, VP of Services and Global Partner Strategy at HubSpot, to explore how storytelling can improve customer engagement.

Aaron shares how SaaS teams can use stories to connect with customers, align internal teams and make customer value easier to understand.

We cover:

• Why storytelling matters in SaaS
• How stories improve customer engagement
• How storytelling supports adoption and retention
• Why internal teams need customer stories too
• How data and leading indicators can strengthen the story
• How better storytelling builds trust, alignment and customer value

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, Services leaders and GTM teams who want to use storytelling to create stronger customer engagement and clearer business impact.

Connect with Aaron on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Philipp Wolf, CEO of Custify, to explore the state of the Customer Success industry and where it is heading.

We cover:

• How Customer Success is changing in B2B SaaS
• Why many companies still lack a systematic approach to CS
• How customer data can improve retention and lifetime value
• Why in-product usage insights matter
• How CS platforms can help teams scale
• What the future of Customer Success may look like

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want to understand how the industry is evolving and what stronger Customer Success looks like.

Connect with Philipp on LinkedIn

What started as a way to reduce churn has become a broader operating model for helping customers realise value and helping SaaS companies grow more sustainably.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Guy Nirpaz, CEO of Totango and author of Farm Don’t Hunt, to explore how Customer Success is changing and what leaders should be watching next.

We cover:

• How Customer Success is evolving in SaaS
• Why CS needs to move beyond churn prevention
• How customer value connects to growth
• What future CS trends leaders should understand
• Why modular CS technology matters
• How SaaS companies can build stronger customer growth models

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want to understand where Customer Success is heading and how to build for what comes next.

Connect with Guy on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore whether Customer Success should be treated as a professional service.

They discuss the different ways companies think about CS: cost centre, profit centre, growth engine, professional service or core part of the product experience.

We cover:

• Whether Customer Success should be a paid service
• What level of CS should be included for free
• When premium CS services make sense
• How charging for CS changes customer expectations
• Why CS pricing affects value perception
• How SaaS companies can think about packaging Customer Success

This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders deciding how to position, fund and scale Customer Success.

Support, Customer Success and customer-facing teams all shape whether customers trust the business, see value and want to stay.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Mara Vicente, VP of Customer Solutions and Interim Head of Customer Success at Pipedrive, to explore how customer support can help build stronger long-term relationships.

We cover:

• How support shapes customer relationships
• Why long-term trust is built through consistent service
• How Customer Success and Support can work together
• What leaders can learn from customer-facing operations
• Why customer centricity needs operational and cultural change
• How stronger relationships support retention and growth

This is a practical conversation for SaaS CEOs, CCOs, Support leaders and Customer Success leaders who want customer-facing teams to build trust, value and long-term growth.

Connect with Mara on LinkedIn

They need to understand how customers think, speak and measure success.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why speaking the customer’s language is critical for building trust, influencing action and helping customers achieve better outcomes.

We cover:

• Why customer language matters in Customer Success
• How to build stronger trusted relationships
• Why product language often fails to resonate
• How to connect conversations to customer priorities
• Why customer outcomes need to shape the way CS teams communicate
• How better communication supports adoption, retention and growth

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and customer-facing teams who want to influence customers more effectively and create stronger customer value.

It is the engine that helps CS teams scale, prioritise and focus on the work that matters most.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chris Hicken, CEO of ‘nuffsaid, to explore why Customer Success Operations is critical to effective Customer Success.

We cover:

• Why Customer Success Operations matters
• How CS Ops helps teams scale
• How better workflows improve customer engagement
• Why CS teams need to focus on the right tasks and customers
• When SaaS companies should build CS Ops capability
• How CS Ops supports retention, expansion and customer value

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want to build a more focused, scalable and effective Customer Success organisation.

Connect with Chris on LinkedIn

AI, predictive analytics and better customer data are changing how CS teams understand risk, prioritise action and scale customer engagement.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Prithwi Dasgupta, CEO of SmartKarrot, to explore where Customer Success tools and technology are heading.

We cover:

• How Customer Success technology is changing
• Where AI can support CS teams
• How predictive analytics can improve prioritisation
• Why better customer data matters
• How technology can help scale Customer Success programmes
• How CS tools can support retention, engagement and customer value

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want technology to help their teams work smarter, scale better and create more customer value.

Connect with Prithwi on LinkedIn

As SaaS companies grow, they need to extend customer reach, improve consistency and deliver value more efficiently.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how to scale Customer Success without simply adding more people.

We cover:

• Why scaling CS is not just a headcount problem
• How low-touch and digital CS models can extend reach
• Why content and education matter at scale
• How tools can support more efficient Customer Success
• Common challenges when scaling CS programmes
• How scalable Customer Success supports retention, expansion and growth

This is a practical episode for SaaS CEOs, CCOs, CS Ops leaders and Customer Success teams who want to scale customer value without losing quality.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jared Orr to explore his career journey into Customer Success and what others can learn from it.

Jared shares how he moved through sales operations, onboarding, implementation and sales before finding his way into Customer Success.

We cover:

• How to build a career in Customer Success
• Different routes into CS
• What career changers can learn from Jared’s journey
• Why community matters in Customer Success
• How to grow your skills and visibility
• What new CS professionals should focus on early

This is a practical conversation for Customer Success professionals, career changers and SaaS leaders interested in how people enter, grow and develop in CS.

Connect with Jared on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Sasi Yajamanyam to explore the state of Customer Success and where the discipline is heading.

Sasi shares lessons from building Customer Success programmes in both large and small organisations, including his work on at-scale CS programmes at ServiceNow.

We cover:

• Where Customer Success stands today
• How Customer Success has evolved
• Why CS should be everyone’s job
• What companies still struggle to get right
• How at-scale Customer Success programmes work
• What next-generation Customer Success could look like

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and GTM teams who want to build more customer-centric companies and stronger CS operating models.

Connect with Sasi on LinkedIn

Get it right and customers reach value faster, build confidence and become more likely to stay, grow and advocate.

Get it wrong and the relationship starts with friction.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Donna Weber, author of Onboarding Matters, to explore how SaaS companies can create high-impact customer onboarding programmes.

We cover:

• Why onboarding matters for SaaS retention
• How to reduce time to first value
• Why onboarding is not the same as implementation
• How strong onboarding improves adoption
• How to turn new customers into loyal champions
• Why onboarding affects CLTV, retention and growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, onboarding teams and implementation teams who want customers to reach value faster and succeed from the start.

Connect Donna on LinkedIn

It shows how well your business creates value over the full customer relationship.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what customer lifetime value means, why it matters and how SaaS companies can use it to make better growth decisions.

We cover:

• What customer lifetime value means
• Why CLTV matters beyond the initial sale
• How long-term customer relationships drive growth
• How Customer Success can improve customer lifetime value
• Why retention and expansion affect CLTV
• How leaders can use CLTV to improve strategy and decision-making

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and finance teams who want to understand how long-term customer value supports better growth.

Not through activity reports or vague relationship updates, but through clear impact on customers and the business.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Marty Kaufman, founder and principal at Infinipoint, to explore how CS leaders can show the value Customer Success creates.

We cover:

• Why Customer Success needs to prove its impact
• How to show value to customers and internal stakeholders
• Why retention is everyone’s responsibility
• How strategy, structure, process, people, technology and metrics need to align
• How CS leaders can make business impact more visible
• Why proving value supports retention, investment and growth

This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders who want Customer Success to be seen as a measurable driver of customer value and business performance.

Connect with Marty on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Esben Friis-Jensen, co-founder and Chief Growth Officer at Userflow, to explore how companies can move from sales-led to product-led growth models.

We cover:

• What product-led growth really means
• How SaaS companies can move from sales-led to product-led
• Why in-app onboarding matters
• How product experience can drive adoption
• Common challenges when building a PLG motion
• How product-led growth supports acquisition, retention and expansion

This is a practical conversation for SaaS CEOs, founders, product leaders, CROs and Customer Success leaders who want the product experience to become a stronger driver of growth.

Connect with Esben on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Ross Fulton, CEO of Valuize, to explore how B2B SaaS companies can operationalise Customer Success strategy.

Ross shares how companies can align strategy, operations, technology and data so Customer Success teams deliver stronger results and support profitable growth.

We cover:

• Why Customer Success strategy needs operational discipline
• How to align strategy, operations, technology and data
• Why many CS strategies fail during execution
• How Customer Success teams can deliver measurable results
• How stronger operations improve retention and expansion
• Why sustainable SaaS growth depends on better CS execution

This is a practical conversation for SaaS CEOs, CCOs, CS Ops leaders and Customer Success teams who want to turn strategy into execution and customer value.

Connect with Ross on LinkedIn

Execution is where most organisations struggle.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Marten Jagers, co-founder of #StratApp, to explore how companies can turn strategy into measurable outcomes.

Marten shares his perspective on why organisations often struggle to connect big goals to daily work, and how clearer alignment can help teams understand what matters, what to prioritise and how their work contributes to business results.

We cover:

• Why strategy often fails in execution
• How to connect goals to daily work
• Why alignment matters across teams
• How strategy connects to customer outcomes
• How Customer Success strategy can be implemented more effectively
• Why execution discipline supports growth and transformation

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and GTM teams who want strategy to become action, outcomes and measurable customer value.

That is why more SaaS companies are creating the Chief Customer Officer role.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what a Chief Customer Officer does, why the role matters and how it fits into the wider organisation.

We cover:

• Why SaaS companies need a Chief Customer Officer
• What the CCO role is responsible for
• How the CCO supports customer outcomes
• Why customer centricity needs C-suite ownership
• How the CCO connects Customer Success, Support, Services and Experience
• How customer leadership supports retention, expansion and growth

This is a practical episode for SaaS CEOs, founders, CCOs and Customer Success leaders thinking about executive customer ownership and the role customer leadership plays in growth.

Done well, it helps Customer Success professionals learn faster, broaden their thinking and build stronger connections across the industry.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jack Choppin, Head of Client Success at GoProposal, to explore the power of networking in Customer Success.

We cover:

• Why networking matters in Customer Success
• How to build your network with intent
• Why professional relationships help you grow
• How shared learning strengthens CS capability
• How networking can support confidence and career development
• What CS professionals can do to connect more effectively

This is a practical conversation for Customer Success professionals, CS leaders and SaaS teams who want to grow their skills, expand their perspective and build stronger relationships across the CS community.

Connect with Jack on LinkedIn

Without trust, customer conversations become harder, adoption slows and value is more difficult to prove.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chad Horenfeldt to explore how Customer Success teams can build and use trust to create stronger customer relationships and better outcomes.

We cover:

• Why trust matters in Customer Success
• How trust supports customer relationships
• How outcome-focused programmes build credibility
• Why customer-centric cultures create stronger retention
• How CS teams can use technology without losing human connection
• How trusted relationships support satisfaction, retention and growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and customer-facing teams who want trust to become a real driver of customer value and growth.

Connect with Chad on LinkedIn

Used well, they help SaaS teams understand the customer lifecycle, design better engagement and deliver more consistent Customer Success.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Mike Sasaki, VP, Global Head of Customer Success and Support at Mitek, to explore how customer journey mapping can improve Customer Success.

We cover:

• Why customer journey mapping matters in SaaS
• How journey maps help teams understand the customer lifecycle
• How to design stronger CS services around key customer moments
• Why mapping the journey improves alignment across teams
• How journey maps can help scale Customer Success
• How better journey design supports adoption, retention and growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, Support leaders and CS Ops teams who want customer journey mapping to create better customer outcomes.

Connect with Mike on LinkedIn

But they also care about whether that growth is durable.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Rav Daliwal to explore why venture capital and growth equity investors pay close attention to Customer Success.

Rav shares his perspective from building post-sales teams at Slack, Zendesk and Yammer, and advising venture-backed companies on go-to-market and post-sales strategy.

We cover:

• Why investors care about Customer Success
• How CS maturity affects investor confidence
• Why retention and expansion matter to SaaS valuation
• What venture-backed companies need to build as they scale
• How post-sales strategy influences growth quality
• What SaaS leaders should understand about investor expectations

This is a practical conversation for SaaS CEOs, founders, investors, CCOs and Customer Success leaders who want to understand how Customer Success affects growth, valuation and long-term business quality.

Connect with Rav on LinkedIn

AI and automation can help, but only when they improve the customer experience rather than replacing the human connection customers still need.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Eric Kades, founder of TextChat by JetSense.ai, to explore how Customer Success teams can use AI, automation and other technologies to scale customer engagement.

We cover:

• How AI helps scale Customer Success
• Where automation can improve customer engagement
• Why human connection still matters
• How technology can increase CS reach and impact
• What tools CS teams can start using quickly
• How to balance personalisation, efficiency and customer experience

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want to use AI and automation to scale customer engagement while still delivering value.

Connect with Eric on LinkedIn

Used properly, it can help Sales teams win better deals, set stronger expectations and build more confidence with buyers.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Sales leaders need Customer Success and how the two teams can work together more effectively across the full customer lifecycle.

We cover:

• Why Sales leaders should understand Customer Success
• How CS can support the sales process
• Why better expectation-setting improves customer outcomes
• How Sales and CS alignment can accelerate deals
• How stronger collaboration supports renewals and expansion
• Why customer lifetime value starts before the contract is signed

This is a practical episode for SaaS CEOs, CROs, Sales leaders, CCOs and Customer Success leaders who want Sales and CS to work together to win better customers and grow them over time.

But experience alone is not the end goal.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dave Duke and Mat Sweezey to explore the shift towards the performance economy, where customers judge vendors by the outcomes they help deliver.

They discuss why SaaS companies need to move beyond experience as the primary measure of success and focus more clearly on performance, business impact and shared outcomes.

We cover:

• Why customer outcomes matter more than experience alone
• What the performance economy means for SaaS businesses
• How customer experience supports outcomes
• Why shared success plans matter
• How live performance data can strengthen customer alignment
• What SaaS leaders need to change to prove value

This is a practical conversation for SaaS CEOs, CROs, CCOs, Customer Success leaders and customer experience teams who want to help customers achieve measurable outcomes, not just better interactions.

Connect with Dave on LinkedIn

Connect with Mat on LinkedIn

It is not enough to say the business is customer focused. Companies need to understand what customers need now, how those needs are changing and how to respond in ways that create real value.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what it means to be customer centric in a changing market.

We cover:

• What customer centricity really means now
• Why customer needs keep changing
• How companies can better understand customer priorities
• Why customer focus must show up in decisions and behaviours
• How Customer Success can help organisations stay close to customers
• Why customer centricity supports trust, retention and growth

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and GTM teams who want customer centricity to become more than a statement on a slide.

But the next phase may be even more important.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dan Steinman, Chief Evangelist at Gainsight and one of the original voices in Customer Success, to explore where the discipline goes next.

Dan shares his perspective on how Customer Success has evolved, what leaders need to rethink and how SaaS companies can continue building stronger customer outcomes.

We cover:

• How Customer Success has evolved
• Where Customer Success goes next
• Why CS needs to keep proving its value
• How customer outcomes shape SaaS growth
• What leaders need to change as the discipline matures
• Why Customer Success remains critical to retention and expansion

This is a practical conversation for SaaS CEOs, CCOs, CROs and Customer Success leaders who want to understand how Customer Success is changing and what the next phase requires.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Adam Joseph, Head of Customer Success, EMEA at Gainsight, to explore how CS technology can help SaaS companies grow and scale their Customer Success programmes.

We cover:

• Why Customer Success technology matters
• How CS platforms help teams scale
• What technology can and cannot fix
• How better customer data improves decision-making
• Why Voice of the Customer matters in CS operations
• How technology supports retention, expansion and customer value

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want technology to support scalable customer growth, not become another tool nobody uses.

It is a blunt question, but an important one.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies should measure the impact of Customer Success.

They discuss why no single metric tells the whole story and how leaders should think about revenue, loyalty, customer value, adoption and retention together.

We cover:

• How to measure Customer Success impact
• Why NPS, CSAT and CES only tell part of the story
• How churn, GRR, NRR and LTV connect to CS performance
• Why time to value matters
• How industry, customers and competition shape your metrics
• How to avoid measuring activity instead of impact

This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want clearer metrics that show whether CS is driving customer value and business growth.

Misunderstandings about ownership, value, revenue, support and customer responsibility can quietly weaken CS before it has a chance to work properly.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the false assumptions and myths that damage Customer Success programmes.

We cover:

• Common myths about Customer Success
• Why false assumptions damage CS programmes
• How stakeholder misunderstanding slows progress
• Why Customer Success is not the same as support
• How to rebuild confidence when early CS efforts have struggled
• What leaders need to change to make Customer Success work

This is a practical episode for SaaS CEOs, CCOs and Customer Success leaders who want to challenge outdated thinking and build a stronger Customer Success model.

But users decide whether the product becomes part of how the business works.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Shanta Bodhan to explore how Customer Success teams can move beyond the buyer and drive real end-user adoption.

We cover:

• Why the buyer is not always the main adoption driver
• How to engage end users after the sale
• Why adoption needs more than executive sponsorship
• How CS teams can support behaviour change
• Why data-backed decisions help customers realise value
• How stronger user adoption supports retention, expansion and growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and adoption teams who want customers to move from purchase to meaningful usage.

Connect with Shanta on LinkedIn

Product knowledge matters. Customer Success expertise matters. Subject matter expertise can matter too.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Szuyin Leow, Director of Customer Success at LogicGate, to explore how SaaS companies can balance product, CS and subject matter expertise when building Customer Success teams.

We cover:

• What skills Customer Success teams need in specialist SaaS
• How to balance product knowledge and CS capability
• When subject matter expertise becomes important
• Why niche industries need a different CS approach
• How to build Customer Success in complex markets
• How the right skills mix supports adoption, retention and growth

This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders building teams around specialist products, technical markets or niche industries.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Paul Henderson, author, speaker and consultant on outcome-based Customer Success, to explore how technology companies can design effective customer outcome programmes.

Paul shares lessons from leading a large enterprise software region and building an outcome-based customer programme across 800 enterprise customers.

We cover:

• What customer outcome programmes are
• Why outcomes matter more than activity
• How to design outcome-based Customer Success
• How to align teams around customer business outcomes
• What technology vendors often get wrong about outcomes
• How outcome programmes support retention, expansion and growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and enterprise software teams who want customer outcomes to become the central focus of their operating model.

Connect with Paul on LinkedIn

But often, they do not really understand what it means.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore whether Customer Success means anything to customers and why the term is often misunderstood.

They discuss why customers may see CS as support, account management or sales, and what SaaS companies can do to make the value of Customer Success clearer.

We cover:

• Why customers often misunderstand Customer Success
• How to explain what CS means for the customer
• Why Customer Success should start with the customer’s definition of success
• How CS differs from support and sales
• Why alignment matters early in the relationship
• How clearer Customer Success expectations improve value, retention and growth

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and customer-facing teams who want customers to understand what Customer Success is really there to help them achieve.

It is the outcome the whole business should be working towards.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Customer Success needs to become more than a department.

They discuss why customer outcomes require alignment across Sales, Product, Marketing, Support, Services and leadership, and why companies struggle when CS is treated as one team’s responsibility.

We cover:

• Why Customer Success is not just a department
• How customer outcomes need company-wide ownership
• Why isolated CS teams struggle to drive real impact
• How internal alignment improves retention and expansion
• What leaders need to do to make CS part of the operating model
• Why customer success should shape decisions across the business

This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want the whole business aligned around customer value, retention and growth.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lauren Culbertson, co-founder and CEO of LoopVOC, to explore how SaaS companies can use customer feedback to drive better growth strategies.

They discuss how to understand customer needs, align internal teams around customer insight and turn feedback into practical decisions that improve the business.

We cover:

• Why customer feedback matters for SaaS growth
• How to turn customer insight into action
• Why Voice of the Customer should influence strategy
• How feedback helps teams understand customer needs
• How to align teams around what customers are saying
• Why customer feedback can support retention, expansion and growth

This is a practical conversation for SaaS CEOs, CCOs, CX leaders, Customer Success leaders and GTM teams who want customer feedback to drive better decisions and stronger growth.

Connect with Laura on LinkedIn

Using it well usually means changing how people work.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Change Management matters in Customer Success and why SaaS companies need to help customers navigate the human and organisational side of adoption.

We cover:

• Why Change Management matters in SaaS
• How customer change affects adoption and value
• Why software implementation alone is not enough
• How CS teams can help customers manage change
• What individuals and organisations need to adopt new ways of working
• Why Change Management supports retention, expansion and growth

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, onboarding teams and implementation teams who want customers to adopt change, realise value and succeed long term.

They are people with motivations, pressures, fears and goals.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why customer psychology matters in Customer Success and how understanding people more deeply can improve customer engagement, adoption and value.

We cover:

• Why customer psychology matters in SaaS
• How personal motivations shape customer behaviour
• Why organisational goals and individual needs do not always match
• How trust, confidence and fear affect adoption
• What CS teams can do to understand customers better
• How better customer understanding supports retention and growth

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and customer-facing teams who want to understand what really drives customer behaviour.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chris Adlard and Daniel Bausor, authors of The Customer Catalyst: How to Drive Sustainable Business.

They discuss how companies can put customers at the heart of the business and use customer focus as a catalyst for stronger, more sustainable growth.

We cover:

• Why customer focus drives sustainable growth
• What it means to operate in the customer economy
• How CEOs can lead customer-centred change
• Why customer experience needs to influence business strategy
• How to move from customer intent to practical action
• What companies can do to build more durable customer-led growth

This is a practical conversation for SaaS CEOs, CCOs, CX leaders and Customer Success leaders who want to build stronger businesses by putting customers at the centre of growth.

But should it also own commercial outcomes?

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how commercial a Customer Success organisation should be and where renewals, cross-sell and upsell should sit.

They discuss the tension between trusted advisor status and revenue responsibility, and why SaaS companies need clearer ownership around customer growth.

We cover:

• How commercial Customer Success should be
• Who should own renewals, cross-sell and upsell
• Why trusted advisor status can create tension
• How commercial responsibility affects customer relationships
• What more aligned revenue models can look like
• How Customer Success can support retention, expansion and growth

This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want clearer ownership around renewals, expansion and customer growth.

In SaaS, Marketing and Customer Success can work together to influence existing customers, improve retention and create more scalable customer engagement.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Marty Kaufman, founder and principal at Infinipoint, to explore how Marketing and Customer Success can collaborate more effectively.

We cover:

• Why Marketing and Customer Success need stronger alignment
• How marketing can support retention and customer growth
• What 1:many customer influence looks like
• How CS insights can improve customer messaging
• Why customer communication needs structure and consistency
• How collaboration between Marketing and CS supports customer value

This is a practical conversation for SaaS CEOs, CMOs, CCOs, Customer Success leaders and customer marketing teams who want to use marketing to strengthen retention, engagement and growth.

Connect with Marty on LinkedIn

By the time churn appears, expectations are already misaligned, onboarding is inconsistent and customer value is harder to prove.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why SaaS founders and CEOs should build Customer Success into the business from the beginning.

We cover:

• Why Customer Success should not be an afterthought
• How early-stage companies can build CS from day one
• Why customer outcomes matter to founders, customers and investors
• What startups often get wrong in the early stages
• How to design Customer Success into the operating model
• Why early CS foundations support retention, expansion and growth

This is a practical episode for SaaS founders, CEOs, investors and Customer Success leaders who want to build customer value into the business from the start.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Kellie Lucas, author of The Customer Success Pioneer, to explore how CS professionals and leaders can succeed in their first 12 months.

Kellie shares practical lessons on how to build confidence, create impact and avoid common mistakes early in the Customer Success journey.

We cover:

• How to succeed in your first year in Customer Success
• What new CS professionals and leaders need to prioritise
• Common mistakes to avoid early on
• How to build stronger customer relationships
• Why customer outcomes need to guide your work
• How to create value and credibility quickly

This is a practical conversation for new Customer Success professionals, emerging CS leaders and SaaS teams who want to build stronger capability from the start.

It is a company-wide responsibility.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore where Customer Success should sit inside a SaaS organisation and why customer outcomes need wider ownership across the business.

They discuss why many companies still treat Customer Success as a function rather than an operating model, and what needs to change at C-suite and leadership level.

We cover:

• Where Customer Success should sit in the organisation
• Why Customer Success is not just a department
• How leadership teams can support customer outcomes
• Why customer centricity needs company-wide alignment
• What needs to change across Sales, Product, Support and leadership
• How CS leaders can help drive organisational change

This is a practical episode for SaaS CEOs, CCOs, CROs and Customer Success leaders who want Customer Success to become part of how the whole business creates value.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what Customer Success leaders need to do next to build stronger, more valuable and more commercially relevant CS organisations.

They discuss the trends they were seeing across the market and the leadership shifts needed to move Customer Success beyond activity, relationships and good intentions.

We cover:

• Why Customer Success still needs to mature
• Where CS programmes often fall short
• How leaders can create more customer value
• Why bolder CS leadership matters
• What needs to change across teams and operating models
• How Customer Success can become more strategic and commercially relevant

This is a practical episode for SaaS CEOs, CCOs and Customer Success leaders who want CS to deliver more measurable value for customers and the business.

Teams are fighting fires, handling escalations and responding to issues as they appear.

But if SaaS companies want customers to achieve meaningful outcomes, Customer Success needs to become more proactive and eventually more predictive.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how CS teams can move from reactive support to proactive customer engagement.

We cover:

• Why Customer Success often starts reactively
• How CS teams can become more proactive
• What predictive Customer Success looks like
• How customer lifecycle, engagement and behaviour can guide action
• Why proactive CS improves retention and customer value
• What leaders need to build beyond individual CSM effort

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want to reduce firefighting, improve customer outcomes and build more scalable Customer Success.

When they are aligned, SaaS companies can build better products, improve adoption and create stronger customer outcomes.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Abby Hammer, VP of Customer Success and Head of Product at ChurnZero, to explore why Product and Customer Success alignment matters.

We cover:

• Why Product and Customer Success alignment matters
• How CS can bring customer insight into product decisions
• Why product strategy needs real customer context
• How better alignment improves adoption and retention
• What Product and CS teams often get wrong
• How shared ownership creates stronger customer value

This is a practical conversation for SaaS CEOs, CCOs, product leaders and Customer Success leaders who want Product and CS working together around customer outcomes.

Connect with Abby on LinkedIn

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dave Jackson, CEO of TheCustomer.Co, to explore the idea of product-led Customer Success and why SaaS companies need to rethink how products contribute to customer outcomes.

Dave shares lessons from building one of the UK’s early SaaS companies and his perspective on how customer-focused organisations create more sustainable growth.

We cover:

• What product-led Customer Success really means
• Why products should help drive customer outcomes
• How product-led approaches improve scalability
• Why customer-focused organisations grow differently
• How Product and Customer Success need to align
• What SaaS leaders should rethink about customer value

This is a practical conversation for SaaS CEOs, product leaders, CCOs and Customer Success leaders who want the product experience itself to become a stronger driver of adoption, retention and growth.

Connect with Dave on LinkedIn

The strongest SaaS companies build customer success into the product experience from the start.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore product-led Customer Success and how SaaS companies can use the product itself to help customers adopt, succeed and grow.

We cover:

• What product-led Customer Success means
• Why CS should be built into the product experience
• How products can guide customers towards value
• Why people-intensive CS models are hard to scale
• How Product and CS teams need to work together
• How product-led Customer Success supports adoption, retention and growth

This is a practical episode for SaaS CEOs, CCOs, product leaders and Customer Success teams who want the product itself to play a stronger role in driving customer value.

They often work across multiple platforms, vendors, partners and Customer Success teams. That makes alignment harder, but more important.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies can align Customer Success with integration partners, channel partners and other vendors involved in the customer’s wider value chain.

We cover:

• Why partner alignment matters in Customer Success
• How customers experience multiple vendors and CS teams
• Why integration partners affect customer outcomes
• How to reduce confusion across the customer journey
• How VARs and channel partners can support better CS delivery
• Why partner-led Customer Success protects brand reputation

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, partner leaders and channel teams who want customers to achieve value across the full ecosystem, not just one product.

For SaaS companies, the ability to help customers achieve outcomes has become a competitive battleground for retention, expansion and growth.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how Customer Success can become a real growth engine.

We cover:

• Why Customer Success is central to SaaS growth
• How CS services can become a competitive differentiator
• Why customer outcomes influence renewals and expansion
• How to build scalable Customer Success services
• How to position CS during the sales process
• What vendors need to prove to win and keep customers

This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want to turn Customer Success into a stronger driver of revenue, differentiation and customer growth.

What worked in the early stages does not always work as the organisation grows, the customer base changes and the pressure to prove value increases.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Mona Yoast, VP of Educator Success at Learning Ally, to explore how leaders can improve and transform Customer Success teams.

We cover:

• How to improve your Customer Success team
• What Customer Success transformation really involves
• Why customer expectations keep rising
• How leaders can build stronger CS capability
• What teams need to change to create more value
• How better Customer Success supports retention and growth

This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders who want to strengthen their teams, improve customer outcomes and create more consistent value.

But as the business grows, the team needs more structure, clearer processes and stronger ways to deliver value consistently.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lawton Ursrey, VP of Customer Success at UserIQ, to explore how SaaS companies can mature their Customer Success teams.

We cover:

• What Customer Success maturity really means
• How growing CS teams move beyond reactive support
• Why structure and process matter as teams scale
• How to deliver more consistent customer value
• What CS leaders need to prioritise as the team grows
• How stronger CS maturity supports retention and growth

This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders who want to build stronger, more scalable Customer Success teams.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the strengths and trade-offs of both approaches.

They discuss whether Customer Success professionals need deep industry knowledge, or whether broader CS experience across different sectors can bring more value when positioned properly.

We cover:

• The difference between CS expertise and domain expertise
• When domain knowledge really matters
• Why broader Customer Success experience can be valuable
• What SaaS companies should look for when hiring CS talent
• How CS leaders can balance industry knowledge with customer success skills
• What trends are emerging in Customer Success hiring

This is a practical episode for SaaS CEOs, CCOs and Customer Success leaders thinking about hiring, team design and the skills needed to create customer value.

Some need high-touch support. Others need a more scalable, digital experience that still helps them adopt, succeed and realise value.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore tech-touch and digital Customer Success, and how SaaS companies can use segmentation to scale customer engagement more effectively.

We cover:

• Why customer segmentation matters in Customer Success
• When low-touch and tech-touch models make sense
• How digital CS can help SaaS teams scale
• Why one-size-fits-all Customer Success does not work
• Common challenges when building tech-touch models
• How to make digital engagement useful, not impersonal

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, CS Ops teams and digital CS teams who want to scale customer engagement without losing sight of customer value.

Without it, adoption slows, conversations become harder and customers are less likely to see the value they expected.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Sue Farrance, Head of Customer Success at Signable, to explore how Customer Success teams can build trusted relationships with customers.

Sue shares how she built a Customer Success programme from scratch, hired CS talent in a different way and focused her team’s actions around earning customer trust.

We cover:

• Why trust matters in Customer Success
• How to build stronger customer relationships
• What it takes to create a CS programme from scratch
• How to hire Customer Success talent differently
• Why every customer interaction should build confidence
• How trusted relationships support adoption, retention and growth

This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS teams who want to build customer trust from the start.

Connect with Sue on LinkedIn

Users need to engage. Stakeholders need to support the change. The wider organisation needs to embed new ways of working.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies can accelerate user adoption, stakeholder adoption and organisational adoption.

We cover:

• Why adoption is critical after onboarding
• How user adoption and engagement drive customer value
• Why stakeholder support matters
• How organisational adoption creates lasting change
• What slows adoption down inside customer organisations
• Practical ways SaaS teams can help customers adopt faster

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, onboarding teams and adoption leaders who want customers to use their solutions, change how they work and realise value faster.

Technology matters too.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how Customer Success technology helps SaaS teams manage customers, scale engagement and deliver more consistent value.

They discuss where technology fits across the customer lifecycle, including Customer Success platforms, onboarding tools, adoption tracking, product analytics, task management and project management.

We cover:

• Why technology matters in Customer Success
• How Customer Success platforms support scale
• Where onboarding and adoption tools fit
• Why product data improves customer insight
• How technology can support better customer engagement
• What SaaS teams should consider when building a CS technology stack

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, CS Ops teams and post-sale teams who want the right technology stack to support customer value, retention and growth.

In this short introduction, Jason Noble from the UK and Jason Whitehead from the US share why they started the podcast, what brought them into Customer Success and why they are passionate about helping customers succeed with technology.

The show began with a simple idea: encourage bolder, better Customer Success.

Today, Breakthrough SaaS Growth is focused on helping SaaS leaders improve retention, expansion, customer value and growth across the whole business.

We cover:

• Who Jason Noble and Jason Whitehead are
• Why they started the podcast
• What shaped their views on Customer Success
• Why customer value matters in SaaS
• What listeners can expect from the show
• Why helping customers succeed is still the foundation of growth

This is the starting point for anyone new to the podcast who wants to understand The Jasons, the story behind the show and the mission behind Breakthrough SaaS Growth.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the financial impact of Customer Success in SaaS businesses.

They discuss how effective Customer Success programmes can influence retention, expansion, customer lifetime value and overall revenue performance.

We cover:

• Why Customer Success has commercial impact
• How CS supports retention and expansion
• Why SaaS companies need to connect CS to financial performance
• How customer outcomes influence revenue
• What leaders should measure beyond activity
• Why Customer Success needs to prove business value

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and finance teams who want Customer Success to become a clearer driver of revenue and growth.

In SaaS, trust affects adoption, retention, expansion and long-term growth.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how Customer Success and Account Management teams can build stronger, more trusted relationships with customers.

They discuss what makes customer relationships work, why trust takes deliberate effort and where teams often get it wrong.

We cover:

• Why trusted relationships matter in SaaS
• How trust supports retention and expansion
• What strong customer partnerships look like
• How to build relationships with busy stakeholders
• Common mistakes that weaken customer trust
• How Customer Success and Account Management can create more value

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and Account Management teams who want stronger customer relationships, better customer outcomes and more durable growth.

When it works, customers reach value faster, build confidence and create momentum for long-term success.

When it fails, customers lose trust before they have even had the chance to properly adopt the product.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies can design, build and deliver a stronger customer onboarding programme.

We cover:

• Why customer onboarding matters in SaaS
• How onboarding reduces time to first value
• Why quick wins build customer confidence
• How onboarding supports adoption and retention
• What strong onboarding programmes need to include
• How to set customers up for long-term success

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, onboarding teams and implementation teams who want to improve adoption, reduce early-stage risk and build stronger customer relationships.

When the two teams are misaligned, customers feel it quickly. Expectations drift, handovers weaken and the customer journey starts with avoidable confusion.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Sales and Customer Success alignment matters and what SaaS companies can do to improve it.

We cover:

• Why Sales and Customer Success alignment matters
• How poor handovers damage customer outcomes
• Why customer expectations need to be set before the sale closes
• How Sales and CS can collaborate across the customer lifecycle
• Why shared ownership improves retention and expansion
• What leaders can do to create better alignment

This is a practical episode for SaaS CEOs, CROs, CCOs, Sales leaders and Customer Success leaders who want customers to succeed from the first conversation through to renewal and expansion.

It is much harder to build into how a company actually works.

In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what it really means to be customer centric and why so many businesses struggle to make it practical.

They discuss different views of customer centricity, the business case for putting customers at the centre of decision-making and the challenges leaders face when trying to move from intent to execution.

We cover:

• What customer centricity really means
• Why customer centricity matters for SaaS growth
• Why many companies struggle to act customer-first
• How customer focus supports retention and expansion
• What makes the business case for customer centricity stronger
• How leaders can turn customer centricity from a slogan into action

This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want customer centricity to show up in decisions, behaviours and outcomes.

It is about building the capability, culture and operating model that helps customers achieve value and helps the business grow.

In the very first episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what strong global Customer Success leadership looks like.

We discuss the challenges CS leaders need to address, the qualities that separate great leaders from average ones and how companies can develop stronger Customer Success leadership talent.

We cover:

• What great Customer Success leadership looks like
• The biggest challenges CS leaders need to manage
• Why global CS leadership needs clarity and consistency
• How to grow Customer Success leadership talent
• Why leadership matters to retention, expansion and customer value
• What companies should expect from modern CS leaders

This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and post-sale teams who want to build stronger leadership, better customer outcomes and more scalable growth.