In this episode of Breakthrough SaaS Growth with the Jasons, we’re joined by Patrick O’Donnell, Global Commercial Director for Payments and Embedded Finance at Phorest Salon Software, to explore what comes next.

Pat has spent 25 years in payments across Citi, Mastercard, and dLocal, and is now building payments and financial capabilities inside a vertical SaaS platform. That gives him a unique view of where embedded finance actually creates value — not as infrastructure, not as a bolt-on, and not just as a monetisation play, but as a way to help customers run, grow, and future-proof their businesses.

We dig into why payments have become table stakes, what financial friction customers still face, how vertical SaaS platforms can use data and trust to create better financial experiences, and where embedded finance can move from transaction processing to real customer impact.

Because once payments disappear into the background, the real question becomes: what should customers be able to do tomorrow that they simply couldn’t do before?

Connect with Pat on LinkedIn

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

They revisit why Customer Success was created in the first place, how the SaaS subscription model shifted risk from the buyer to the vendor, and why the traditional CS model is now under pressure. With tighter budgets, higher expectations around ROI, and increased scrutiny from CFOs, simply helping customers adopt software is no longer enough.

The Jasons unpack what the shift from Customer Success to Customer Growth really means: moving from activity-based relationships to outcome-driven value creation, from protecting renewals to actively driving expansion, and from a support-style function to a commercially confident growth engine.

They discuss how metrics, incentives, and cross-functional alignment must evolve if Customer Success teams are going to lead revenue growth rather than simply defend retention.

They wrap up with a breakthrough challenge: if your sales team stopped selling tomorrow, would your existing customers grow your business - or would revenue slowly decline?

Jason Noble and Jason Whitehead are joined by Kristi Faltorusso for a sharp and practical discussion on the shift from SKO to RKO - and why this is about far more than changing the name of an event. They explore what real revenue alignment looks like across Sales, Customer Success, Marketing, Services and Support, and why too many companies still invite CS into the room without truly integrating them into the strategy.

The conversation gets into the structural, cultural and operational changes needed to move from siloed planning to shared accountability. From co-designed agendas and shared enablement to metrics, incentives and leadership mindset, this episode challenges the old model and makes the case for a more joined-up approach to growth.

If you care about retention, expansion, customer outcomes and building a genuinely revenue-aligned SaaS business, this is one worth listening to.

ABOUT KRISTI FALTORUSSO

After 14 years in Customer Success and SaaS, Kristi Faltorusso has built a reputation as one of the most practical and outspoken voices in the CS space. She has led Customer Success teams across startups and scaleups, helping organisations improve retention, drive growth and build scalable, customer-first operations that actually work in the real world.

Kristi is known for turning Customer Success into something operationally useful, commercially relevant and refreshingly honest. From playbooks and templates to workshops, events and community conversations, she has become a trusted voice for CS leaders looking to rethink how their teams create value.

Connect with Kristi on LinkedIn

They discuss whether AI is increasing churn risk or simply exposing weak value, why build versus buy is becoming a bigger issue, and how tighter financial scrutiny is changing renewal conversations. They also look at what Customer Success must do differently if it wants to protect GRR and remain commercially relevant in the AI era.

A sharp conversation on retention, value and what SaaS leaders need to do next.

About Josh Schachter

Josh Schachter is SVP of AI Strategy & Market Development at Gainsight and host of the Unchurned podcast. He founded Update, often described as “Gong for post-sales”, which was later acquired by Gainsight. Today, he works at the intersection of AI, Customer Success leadership and post-sales operations, helping SaaS leaders understand what is really changing inside modern revenue teams.

Connect with Josh on LinkedIn:

Jason Noble and Jason Whitehead are joined by Chad Horenfeldt, one of the most recognised voices in Customer Success, for a practical discussion on what strategic Customer Success really looks like in the AI era. As automation removes more admin, reporting and repetitive work, the role of the CSM is shifting towards business outcomes, executive conversations and measurable customer value.

Discover what separates a strategic CSM from someone who is simply staying busy, how to move customer conversations beyond product usage and adoption and what Customer Success leaders and teams need to change now to stay relevant.

ABOUT CHAD HORENFELDT

Chad Horenfeldt is one of the most trusted voices in Customer Success.

He is a seasoned Customer Success executive with over two decades of experience in SaaS. Chad has held key roles at companies including Meta (Kustomer), Updater, Bluecore, Influitive and Oracle (Eloqua), where he built deep expertise in customer success and customer experience strategy. He has been part of an IPO while at Eloqua and two major acquisitions, one by Oracle and another by Meta.

Beyond his executive leadership work, Chad is a respected thought leader who regularly shares insights on Customer Success through industry publications, speaking engagements and community conversations. He has also received numerous industry awards, including being named a 4x Top 25 Customer Success Thought Leader.

Connect with Chad on LinkedIn

Jason Noble and Jason Whitehead unpack the shift from chasing speed at any price to building smarter, healthier, and more profitable growth. They discuss the warning signs of unhealthy scaling, the classic traps SaaS companies fall into and what leaders need to do differently to balance ambition with discipline.

Listen in as they talk through the new playbook for healthy growth, from retention and efficiency to hiring, tooling and the metrics that matter most. It is a practical conversation for SaaS leaders who want to scale with more clarity, stronger customer outcomes and fewer costly mistakes.

Jason Noble and Jason Whitehead are joined by David Karp, a seasoned leader in post-sales operations, for an insightful discussion about the shifts needed to refocus on strategic partnerships, accountability, and measurable success.

Explore how empathy, clarity, and shared responsibility can enhance both customer relationships and internal alignment within SaaS organizations. 

ABOUT DAVID KARP

As a seasoned leader with over 30 years of experience in post-sales leadership, David's journey has been driven by one mission: to transform customer relationships into powerful growth engines. At DISQO, he spearheads a dedicated team focused on delivering unmatched value that drives not only client success but also organizational growth.

His passion lies in harmonizing culture, technology, and data. By enhancing performance through innovative strategies, he helps create experiences that resonate and lead. As a certified mentor and lifelong learner, he blends his expertise with a genuine commitment to uplifting colleagues, clients, and community. Each day, he begins with faith, exercise, and the conviction that today's challenges will become tomorrow's success stories.

Connect with David on LinkedIn:

The Jasons explore where AI can add genuine strategic value across the customer journey (and where it absolutely shouldn’t be left in charge), why dirty data and weak processes will get exposed faster than ever, and how culture and human judgment become the real competitive edge in an AI-enabled world.

They wrap up with a practical breakthrough challenge: pick one moment in your customer journey where AI should handle the work so your team can focus on the meaning.

They unpack where the most common silos form between sales, CS, product, engineering, and marketing, and explore how shared data, better forums for collaboration, and smarter incentives can turn fragmented teams into a single growth engine.

The Jasons also discuss how AI can unlock truly shared customer visibility - and they wrap up with a practical “breakthrough challenge” you can use this week to start building real cross-functional synergy.

Bio: Annette Franz

Annette Franz is a globally recognized thought leader, author of three books, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes.

Email: annette@cx-journey.com

Website: https://annettefranz.com/

They unpack why customer adoption - not training - is the real growth engine in B2B SaaS, how most vendors are still getting it wrong, and what a true adoption program looks like across the customer lifecycle. You’ll hear practical ways to bring adoption into your sales process, de-risk big implementations, and turn “we bought the tool” into “we changed how we work.”

Links mentioned:

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

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

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

Together, they explore how SaaS companies can scale growth without sacrificing human connection — and why empathy, trust, and purpose are fast becoming the competitive differentiators in an AI-driven world.

Bruce shares how leaders can break free from the “efficiency trap,” rethink the role of AI as a collaborator (not a replacement), and design experiences that amplify humanity rather than automate it away. The conversation dives deep into what it means to lead with emotional intent, why values-based leadership matters more than ever, and how technology can either dehumanize or elevate — depending on the choices we make.

In this episode, we discuss:

• Why efficiency-focused leadership leads to mediocrity — and how to escape it
• How AI can enhance (not replace) human creativity, empathy, and purpose
• The power of human–AI collaboration and what it means for SaaS leaders
• Designing experiences that include deliberate human touchpoints
• Rethinking leadership education in a world of automation
• What “Humanity at Scale” really means — and how it can transform organizations

Bruce Temkin: Bio & Links:

Bruce Temkin is a pioneer in human experience management and a trusted executive advisor. Often called the “Godfather of Customer Experience,” he helped define the fields of Customer Experience, Employee Experience, and Experience Management—reshaping how organizations serve the needs of their most important stakeholders.

He founded the Qualtrics XM Institute, co-founded the Customer Experience Professionals Association, led Temkin Group, and was Forrester Research’s most-read analyst for 13 consecutive quarters.

Bruce has guided hundreds of organizations through periods of rapid change and disruption—often driven by emerging technologies—by helping leaders stay focused on what matters most: people. He now hosts Humanity at Scale: Redefining Leadership, a podcast where bold thinkers explore how trust, empathy, and purpose drive lasting success.

🌐 Website: https://humanityatscale.substack.com

Podcast: https://humanityatscalepodcast.com

💼 LinkedIn: https://www.linkedin.com/in/brucetemkin/

👉 Explore more episodes and subscribe at https://breakthroughsaasgrowth.com

We dig into why so many pilots stall, how data quality and trust make or break outcomes, and what leaders should do before unleashing “digital employees” on customers.

What we cover:

• Why AI ROI depends on clean, consistent data (and how to stop training “dumb” digital employees).
• The danger of over-trusting models without human verification—and when that verification can safely taper off.
• Moving from efficiency plays (faster emails, transcripts) to value creation (better decisions, in-product guidance, time-to-value).
• An AI maturity path: start with narrow wins, iterate, and scale once trust/accuracy is proven.
• Org readiness: budgeting not just for tools but for ongoing change management, governance, and secure usage.
• Competitive implications: why companies that fix data + adoption now will set the pace for the next decade.

Listener Challenge: This quarter, pick one AI initiative where better data or context would genuinely move the needle for customers. What will you fix or pilot, and how will you verify trust?

👉 Learn more, subscribe to the newsletter, and get show updates at https://breakthroughsaasgrowth.com.

If you enjoyed this episode, share it with sales, product, marketing, finance, and CS leaders—because growth is a team sport.

In this short, special episode, co-hosts Jason Noble and Jason Whitehead pull back the curtain on the rebrand — why it happened, what it means for you, and what exciting new topics and guests are on the horizon.

You’ll hear how our focus has expanded from Customer Success to the broader SaaS growth engine — spanning product, pricing, onboarding, adoption, sales alignment, and executive strategy. Expect more deep dives, more practical takeaways, and more voices from founders, investors, and cross-functional leaders driving breakthrough results.

What’s New:

• A broader focus on growth across sales, product, marketing, CS, and finance
• New deep-dive episodes featuring SaaS founders and investors
• Continued tactical plays with actionable takeaways you can use immediately
• Expanded content across LinkedIn, YouTube, and X (Twitter)

If you’ve loved The Jasons Take On, you’ll feel right at home here — same Jasons, same energy, same honesty. Just a bigger mission to help SaaS businesses grow smarter, faster, and more sustainably.

👉 Subscribe and connect with us:

• 🌐 Visit our new website: https://breakthroughsaasgrowth.com
• 🎧 Listen and subscribe on Apple Podcasts or Spotify
• 💬 Follow us on LinkedIn for clips, news, and behind-the-scenes updates:
• Jason Whitehead
• Jason Noble

Got a guest suggestion or want to sponsor the show? Visit breakthroughsaasgrowth.com to get in touch.

 Dan Griffith is the founder of Greater Gain Group and co-founder of Grow DGTAL, helping founder-led B2B software and tech service companies build capital-efficient, predictable revenue engines. He has worked with more than 50 B2B SaaS and tech-enabled companies, especially those in healthcare and financial services, to deliver results such as 2–3× pipeline growth, shorter sales cycles, and 30–50% lower CAC. 

Dan also guides EU and UK SaaS teams as they enter the U.S. market, helping them land messaging that resonates and systems that scale. His methodology is simple: clarify the right customers, spark real conversations, and put processes in place that reliably turn them into revenue.

He’s also the host of Seriously Don’t Do That™, a weekly podcast and LinkedIn Live show spotlighting costly mistakes founders and sales teams make—and how to avoid them.

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

The conversation highlights how AI can complement human expertise, the challenges of ensuring data quality, and the critical role of analytical skills in leveraging AI effectively.

Tune in for insights on navigating the intersection of technology and customer success. 

With lines blurring between the two roles, Alex shares insights on their convergence, challenges in aligning with revenue goals, and strategies for navigating organizational design.

Join us for a thought-provoking discussion on the future of these critical functions in driving customer retention and business growth.

About Alex Raymond: Alex Raymond is a visionary entrepreneur and thought leader in account management and conscious leadership. With over a decade of experience founding and leading companies like Kapta and AMplify, Alex has worked with thousands of account managers and business leaders, helping them drive client growth and build thriving relationships.

As the host of the Account Management Secrets podcast and founder of The Conscious Entrepreneur Summit, Alex is passionate about creating communities that foster connection, personal growth, and professional excellence. 

Connect with Alex on LinkedIn

They tackle hard questions: Who really owns the customer? Should CS be responsible for revenue? Is it time to rebrand the entire function? And how can CS leaders shift from reactive support to being true commercial drivers of growth and outcomes?

This no-holds-barred conversation will challenge your assumptions and inspire CS leaders to rethink, reframe, and boldly lead their organizations into the future.

We discuss how advancing technologies, shifting customer expectations, and economic pressures are reshaping business strategies.

The conversation highlights the importance of delivering value at all stages of the customer journey and moving beyond lip service to practical actions.

They delve into the significance of handling departures effectively and its impact on company reputation and future engagements.

The podcast highlights how companies can develop structured approaches to customer exits, ensuring positive experiences and learning opportunities for all parties involved.

With emphasis on long-term growth and customer retention, we provide insights into creating win-win scenarios for businesses and departing customers.

About Jay Nathan:

I’m an entrepreneur and tech executive passionate about growing businesses, building high-performing teams, and delivering value for customers. Over the past 20+ years I’ve built and led post-sales customer success, professional services, support, and account management teams across a range of companies—from bootstrapped startups to publicly traded enterprises, $1M to $600M in ARR. My expertise lies in driving customer retention, expansion, and channel-led growth. I publish a weekly newsletter for customer success and sales execs at https://www.chiefcustomerofficer.io/

Today, we’re tackling an incredibly timely topic: How coaching helps build resilience in the workplace. In today’s fast-paced, ever-evolving environment, resilience is a crucial factor in both personal and professional success.

Whether you’re navigating customer churn, market volatility, or internal challenges, having the resilience to adapt and overcome is key.

We’re thrilled to be joined today by Summie Yeung, a coach who specializes in helping multicultural professionals align their career paths with their identities, without feeling like outsiders or cultural clichés. Before becoming a coach, Summie had an impressive career in tech consulting and advisory services. She held high-end roles as a business analyst and product manager, and she was on my team at Creator, where she consistently demonstrated her knack for leadership and problem-solving. Now, through her 1:1 and group coaching programs, she’s empowering clients to embrace their unique backgrounds while excelling in their professional lives.

You can learn more about her work at summieyeung.com.

This approach emphasizes putting the customer at the heart of your growth strategy, focusing on maximizing customer lifetime value and turning satisfied customers into your most powerful advocates.

Joining us today is a true pioneer in the Customer Success space, Edward Chiu, the co-CEO of Totango + Catalyst. Edward's journey in Customer Success began with building the customer success organization from scratch at DigitalOcean. He later co-founded Catalyst, where he spearheaded the creation of the customer growth platform category. Now, as the co-CEO of Totango + Catalyst, Edward is at the forefront of helping businesses protect and grow revenue by ensuring that customers experience recurring value throughout their entire post-sale lifecycle. We’re thrilled to have him on the show to share his insights on Customer Led Growth.

In this episode, we talk about building commercially confident teams.

SaaS Therapy Podcast

Check out the SaaS Therapy Podacast Here: https://www.brainstorminc.com/saastherapy

About Our Guests:

Casey Trujillo:

Casey applies over 20 years of technology experience to help organizations and individual users change the way they work with technology.

In his work with the Fortune 100, Casey is consistently on the road delivering workshops each year to help executive teams see that technology can help speed up their biggest initiatives.

As a change management practitioner, Casey brings a unique approach to solve a problem hitting every organization: the cost of unused software.

When he has down time you can see him trying to achieve his goal to dunk a basketball, run a 5-minute mile and prove to his sons that his glory days are ahead of him and not behind him!

Todd Kirk:

Todd has over a decade of experience supporting enterprise customers in adopting new technologies.

He started as a project manager, coordinating professional services. Later, he became an advisor and coach training senior leaders in large corporations.

Todd’s team developed the first scaled technology adoption solution of its kind. His expertise includes Content Strategy, Customer Onboarding, Product Management, Video Production, Webinars, Live In-Person Training, and Strategic Partnerships.

Todd, originally from Southeast Texas, now lives in Pleasant Grove, UT, where he continues to explore insights into organizational software success and failure. 

Discover the critical importance of involving not just the software executive sponsor but also getting the CFO and CEO on board to see the value in the software investment. This approach is key to securing continued funding for renewals and expansions. Tune in for actionable strategies and expert advice to elevate your customer success game.

ABOUT DAN GIANFREDA:

Dan Gianfreda is the Chief Revenue Officer for DeepStream Technologies, a scale-up e-sourcing solution provider. With 11 years of experience in B2B SaaS, predominantly in procurement tech, Dan has held several key roles including Sales and Marketing Director, Senior Director of Customer Success, and Chief Customer Officer. He also owns a SaaS consultancy, Batteries Included, focused on customer success optimization and go-to-market strategies. Dan is dedicated to aligning sales, marketing, and operations to create a seamless customer journey and drive significant business outcomes. His passion for building lasting relationships with customer executives ensures organizations see the full value of their software investments.

Contact Dan at: http://www.batteriesincluded.biz

ABOUT DAVE JACKSON

Dave Jackson is the CEO and founder of TheCustomer.Co helping companies improve their financial performance through customer focus. He was the founder and CEO of Clicktools before that. Dave’s an accomplished author and his book “Customer Led Growth” is all about helping CEOs and leaders build successful B2B SaaS companies. David is a recognised expert in customer focused organisations and was named as a Global Top 25 Customer Success Influencer in 2020. David works with B2B SaaS CEOs, executive teams and investors to deliver profitable growth through customer focus.

CONNECT WITH DAVE

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

The Customer.Co: https://thecustomer.co

FREE EBOOK ON PRODUCT-LED CUSTOMER SUCCESS

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

ABOUT VICKY KENNEDY

Vicky Kennedy joined NYC’s tech industry in 2012, pivoting from a ten-year career in higher education. She soon found her way into Meta, where she merged her love of education with the fierceness and agility of tech, followed by Amazon, where she led the strategy and execution of the first global advertiser certification. She recently founded Echtus, a startup on a mission to revolutionize the way companies use education to achieve meaningful business results. 

CONNECT WITH VICKY

LinkedIn: https://www.linkedin.com/in/vickykennedy/

Echtus: https://www.echtus.com

ABOUT JENNIFER CHIANG

Jennifer Chiang is the Author of the Amazon Bestseller, The Startup's Guide to Customer Success and Product Manager at Seso. Previously, she has founded and led customer success teams at multiple startups. She is a leader who is passionate about helping companies - particularly startups - unlock the true potential of customer success through analytics, empowerment, and a truly customer-centric mindset. During her free time, she enjoys exploring the great outdoors, solving sudoku puzzles, and trying to develop a green thumb.

CONTACT JENNIFER  https://www.guidetocustomersuccess.com/ 

https://www.linkedin.com/in/jennifer-chiang

ABOUT ROHAN TAILOR

Rohan's principal consultant to ABR talent where he focused on on customer success, sales, and marketing roles.

CONTACT ROHAN

LI: https://www.linkedin.com/in/rohan-tailor/

Work: http://www.abrtalent.co.uk

ABOUT ALEX FARMER

Alex is a Customer Success executive with experience building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. He’s the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession, with the first event planned in London later this year.

CONTACT ALEX:

LinkedIn: https://www.linkedin.com/in/alexanderfarmer/

Customer success excellence: https://www.customersuccessexcellence.com/

In this episode, Jay is going to talk to us his recent blog post and newsletter on long term value and growth.

About Jay Nathan 

Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes. He founded Customer Imperative, a company focused on helping B2B SaaS retain customers, grow revenue and scale customer success which he sold to Higher Logic and then in 2020 co-founded Gain Grow Retain, a community for customer success leaders.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

About Vanessa Neurohr

Vanessa Neurohr is the Vice President of Customer Success at Muck Rack, the software platform that enables thousands of organizations including Google, Golin and Duolingo to find the right journalists to pitch, report on media coverage and prove the value of their work. In this role she works to change the way professionals approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Vanessa partners with brands and agencies to ensure they are working smarter to surpass goals, reinvigorate strategies and streamline workflows. Vanessa joined Muck Rack as a Customer Success Strategist in 2016. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club. Vanessa is a frequent speaker on customer success and has given presentations at the Digital Customer Experience Strategies Summit, Summit on Customer Engagement, the Customer Contact East Event, ISG’s Customer and User Experience Summit, Digital Summit Series and Customer Success Summit Canada. She is also the co-founder of ThriveNetwork in New York City, which is a community of over 500 members in the customer success space.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Pat is going to talk to us about his journey to becoming a Chief Customer Officer.

About Pat Phelan

Pat is a seasoned CCO in the fintech space and has held a multitude of leadership roles in different GTM and commercial functions with some very fast-growing tech companies. Pat was the CCO at Brandwatch before GoCardless where in addition to the usual CS functions he also led a global account management team.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Jay is going to talk to us about strategic behaviour and how it relates to customer success.

About Jay Nathan:

Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes. He founded Customer Imperative, a company focused on helping B2B SaaS retain customers, grow revenue and scale customer success which he sold to HigherLogic and then in 2020 co-founded Gain Grow Retain, a community for customer success leaders.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Maranda is going to talk to us about the future of the customer success manager role.

ABOUT Maranda

Maranda Dziekonski was until very recently the Chief Customer Officer at Swiftly. For those that don’t know Swiftly is helping us make our cities more efficient, and helping to improve service reliability, passenger information, and operational efficiency. But she joined the team at HourWork as their new SVP of Customer Success.

Maranda is a vey well respected and well known leader in the customer success space and has extensive experience building and scaling teams in early and mid-stage startups and has been part of 3 companies who have all seen successful exits.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Ryan is going to talk to us about mental health as it relates to CSM's and their workloads.

ABOUT RYAN JOHANSEN

As a first time manager at a startup, Ryan ended up in a hospital because of a mental breakdown caused by workplace stress. After going to a dark place with mental health, he discovered putting your mental health first can actually have major career benefits.

 Driven by a desire to help people avoid what happened to him, he started doing presentations on managing stress as a csm. This quickly took off and he has helped thousands of individuals at dozens of companies. He provides live training programs on how to manage stress, improve productivity, and change work for the better.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Jamie is going to share her predictions for Customer Success in 2023!

ABOUT JAMIE BERTASI

She is responsible for the go-to-market, onboarding and customer success teams at Totango. A proven and trusted leader, Jamie has a demonstrated track record for building high-value experiences for customers and partners, delivering strong business results and building teams with a positive culture.

Jamie is a recognized expert in go-to-market and customer success strategies. Before joining Totango, Jamie was the COO of HomeSuite and previously led TellMe to a successful acquisition by Microsoft."

CONTACT JAMIE BERTASI

https://www.totango.com/

https://www.linkedin.com/in/saas-executive/

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Debs is going to talk about the world of customer success operations and why it's critical to businesses today.

ABOUT DEBORAH ANDREWS

Having a varied background in IT, Support, Operations and Customer Success Management for companies such as Sage, Gainsight and Salesforce, she actively collaborates to drive the awareness and implementation of customer centric initiatives that are intentionally designed to drive a seamless, leading-edge and sustainable customer experience. Success for All is her favorite mantra.

CONTACT DEBORAH ANDREWS

https://www.unit4.com/

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

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Alan is going to share his journey as the head of Customer Success at Zeren, an executive recruitment and head-hunting firm that works with innovative businesses to really help accelerate their growth.

ABOUT ALAN FECAMP

In more recent years, Alan has operated extensively in the post-sale arena, and has developed deep levels of expertise and networks within Customer Success.

Prior to joining Zeren, Alan founded Just Digital in 2009 who built an exceptional reputation for helping Seed through Series C B2B SaaS companies hire for specialist commercial roles. This success led to Just Digital being Acquired by PIE Recruitment in 2019. 

His core strengths are working with investor backed high growth tech businesses who are looking to build exceptional go-to-market teams across the globe, with a particular focus on Sales, Customer Success, and Operations.

CONTACT ALAN FECAMP

https://www.zerenglobal.com/

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

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Rupesh is going to share his experiences and insights in how to best help companies manage complexity during the onboarding and implementation process.

ABOUT RUPESH RAO

Rupesh has over 20 year’s experience globally (including US, EMEA and APAC) in leading multi-national companies as well as fast growing SaaS companies in multiple industry verticals. These roles include software engineer, account manager, Chief Customer Officer, and now CEO of CogniSaaS.

CONTACT NICK MEHTA

https://www.cognisaas.com/

https://in.linkedin.com/in/rupeshrao

CONNECT WITH THE JASONS

Jason Noble on LinkedIn:

https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn:

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

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Nick shares his view of the growing importance of Customer Success in the next 5 years.

ABOUT NICK MEHTA

Nick Mehta is a SaaS veteran. He works with a team of over 1400 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, parody music videos, and SaaS Customer Success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try.

CONTACT NICK MEHTA

https://www.gainsight.com/

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

https://twitter.com/nrmehta

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Many SaaS companies have technical staff in their product team, but, especially in the B2B space, they are focused on providing functionality that is used by non-technical users, such as front-office staff. We don’t often talk about what it takes to make customers of very technical products, with very technical staff, successful. Today we are going to change that.

ABOUT MANUEL HARNISCH

Manuel is a serial startup executive who most enjoys helping young companies and founders to develop and grow their Customer Success motions, particularly those who solve complex technical challenges for their customers. He has grown and led multiple customer success teams. On a personal note, he's been making the most of the COVID years by shedding 100lbs and spending more time with those who matter most in his life. Going forward, he's again looking to help early-stage XaaS companies in their Customer Operations and Success journey.

 Contat MANUEL HARNISCH

https://fossa.com/

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

mharnisch@topserv.info

https://twitter.com/ManuelHarnisch

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Lynn recently wrote an important article for My Customer talking about shrinkflation and skimpflation, and how during times of economic downturns many companies make the mistake of reducing the scope, content, and value of their products and services. Lynn shares insights about how this can harm your company, brand and customers. She also shares ideas about what you can do instead.

ABOUT LYNN HUNSAKER

Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum. She led company-wide customer experience transformation for many years at B2B Fortune 250 firms Applied Materials and Sonoco Products. Starting out in the Strategic Planning department, her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality.

Lynn is a past CXPA Board member and she is a CXPA Recognized Training Provider, Certified Customer Experience Professional, Professional Certified Marketer, Certified Quality Manager, and Certified MBTI Practitioner. She is past president of Silicon Valley American Marketing Association and Bay Area Association for Psychological Type, and past co-chair of several CXPA committees. She was the first in the world to benchmark marketing operations practices, and she also designed the first ever global study of B2B customer experience practices, which she conducted for 5 years.

Lynn is author of 3 Kindle handbooks, including Innovating Superior Customer Experience and Metrics You Can Manage for Success. She is one of five recipients of CustomerThink's Hall of Fame Award. Lynn’s current passion, and life work repository, is the Experience Value Exchange subscription community, which she cofounded to help your extended CX team make CX a team sport across your company's non-customer-facing groups, for a 1-to-1 ratio between your brand promise and customers’ realities.

CONTACT LYNN HUNSAKER

CX Team Sport Awards: ClearAction.com/cx-team-sport-awards

Experience Value Exchange: ClearAction.com/team-sport

Experts’ CX+EX+PX MasterClass: ClearAction.com/leader

CX Playbook: ClearAction.com/customer-experience-faq

LinkedIn: LinkedIn.com/in/lynnhunsaker

Twitter: @clearaction

Facebook: Facebook.com/customerexperienceoptimization

CustomerThink: CustomerThink.com/author/clearaction

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Dana shares her insights into growing and expanding your Voice of the Customer Program.

ABOUT DANA ALVARENGA

Dana has over 15 years of experience in the technology industry within sales, sales training, management, customer education and success. At SlapFive she is the VP of Customer Experience and leads the Customer Success function, along with Education, VOC, and Advocacy. In her role she is always striving to deliver an amazing customer experience by constantly improving, educating, and building customer focused programs and processes. Dana is customer obsessed, lover of travel, food, her family and a reality TV junkie!

Contat Dana Alvarenga

Slap Five:  https://www.slapfive.com/

LinkedIN: https://www.linkedin.com/in/danaalvarenga

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Far too often, we narrowly focus on things like the customer profile and journey map without identifying and influencing the specific actions – the behaviors – our customers need to take to ensure success. By taking a behavior-based approach, you can improve the way you engage with customers to ensure they, and you, achieve greater levels of success.

Check out this episode to learn how focusing on Ideal Customer Behavior can help you drive success!

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On... is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

This is an often overlooked, but huge aspect of marketing. Customer marketing extends beyond acquiring customers and is focused on our existing customers. It aims to identify and market additional products or services to existing customers, retain them as customers, and develop them into advocates. 

Join Jason Noble and Jason Whitehead when we sit down with Kristi Faltorusso, to learn why customer marketing is so important, how it is different than traditional marketing, and what you need to do to effectively market to existing customers.

ABOUT KRISTI FALTORUSSO

Kristi is an industry-leading and award-winning customer success executive and thought leader with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies.

Over the past decade, she's helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy.

Kristi is also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs, and more.

CONTACT KRISTI FALTORUSSO

• LinkedIn: https://www.linkedin.com/in/kristiserrano/
• ClientSuccess: https://www.clientsuccess.com/
• Keeping CS Simple: https://www.keepingcssimple.com/

Catalyst is the world's most intuitive Customer Success Platform (CSP), built by an experienced group of industry leaders and integrates with multiple enterprise platforms to provide one centralized view of customer data. Ben specializes in branding, community-led growth, and creative strategy.

ABOUT BEN WINN

Ben Winn leads community and brand marketing at Catalyst Software, where he oversees content, events, partnerships, and more. Before founding CS in Focus, Ben previously built out the customer success function at SeamlessMD, Canada's largest customer success community with over 2000 members.

In 2021 he was ranked as one of the Top 25 Customer Success Strategists globally, and in 2018, he won the Customer Success Innovator of the Year award for creating the account behavior formula.

CONTACT BEN WINN

LinkedIn: https://www.linkedin.com/in/benwinn/

Catalyst: https://catalyst.io/

Today we are talking with Dickey to learn how to scale Customer Success with Automation. We will explore new and emerging areas of automation, such as using advanced technology to offer on-demand, personalized automated business reviews. We discuss other opportunities, challenges, and implications for using automation tools to scale your CS reach and impact.

ABOUT DICKEY SINGH:

Dickey Singh is the CEO and cofounder of cast.app. Cast drives success, health, adoption, retention, and impactful outcomes for your customers and expansion revenue for you. 

 Previously, Dickey was the founder and CEO of two companies and earlier, he was SVP of product, CTO, or operator creating customer-facing products at several venture-backed companies serving Apple, Google, Salesforce, SAP, and other customers. He has ten patents and lives in the SF Bay area with his wife, twins, and an English Lab Elektra.

CONTACT DICKEY SINGH

LinkedIn: https://www.linkedin.com/in/dickey/

Visit Cast website: https://cast.app 

Use Cast for free or Book a demo: https://cast.app/#GetStarted 

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

ABOUT HARINI GOKUL

Harini is a technology executive, investor, and a civic leader, She’s a recognized thought leader in leveraging cloud solutions to accelerate customer transformation and has worked building growing and scaling cloud businesses. She is a strategic leader with extensive global experience and loves the challenge of building from scratch and navigating complexity. She’s spent time in leadership positions with Microsoft, Amazon and IBM and has worked with many global customers, ranging from Fortune 500 enterprises to startups. In addition to her primary focus on customer success and go-to-market strategy, she has led numerous policies, programs, and outreach efforts aimed at building trust in the cloud and addressing data privacy, ethics, and security challenges associated with these emerging technologies. Harini is also extensively involved in community leadership and the field of social impact.

CONTACT HARINI GOKUL

 LinkedIn: https://www.linkedin.com/in/harini-gokul/

ABOUT MARKUS RENTSCH

Markus is a customer success consultant and keynote speaker and well-known community influencer in the world of customer success. Markus works as a business consultant helping to change the way SaaS companies grow and to help them put the customer first.

Markus is also the founder of the recently published newsletter “Masters of Net Revenue Retention”. Prior to starting his own business, Markus worked in various roles in corporate development.

CONTACT MARKUS RENTSCH

• LinkedIn: https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/
• Remark-able: https://remark-able.at
• Masters of Net Revenue Retention: https://markusrentsch.substack.com

ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base, and their goal is to help businesses drive a “Culture of Customer Success” across your entire organization.

ABOUT KRISTI FALTORUSSO

Kristi is an industry-leading and award-winning customer success executive and thought leader with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies.

Over the past decade, she's helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy.

Kristi is also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs, and more.

CONTACT KRISTI FALTORUSSO

• LinkedIn: https://www.linkedin.com/in/kristiserrano/
• ClientSuccess: https://www.clientsuccess.com/
• Keeping CS Simple: https://www.keepingcssimple.com/

At Cognite, Alex helps empower companies with contextualized OT/IT data to drive industrial applications that increase safety, sustainability, and efficiency, and drive revenue. Interests include turning red accounts green, mediocre jokes, and delighting customers. 

ABOUT ALEX FARMER

Alex is a Customer Success executive with experience building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. He’s the Founder and CEO of Customer Success Excellence - the world's first awards event dedicated to the Customer Success profession, with the first event planned in London later this year.

CONTACT ALEX FARMER

• LinkedIn: https://www.linkedin.com/in/alexanderfarmer/
• Customer Success Excellence: https://www.customersuccessexcellence.com/

Today we’re talking with Irit about how you go about designing and implementing customer success strategies in complex organizations (and what exactly complex organizations are).

ABOUT IRIT EIZIP

Irit Eizips is CEO of CSM Practice, a global customer success management consulting firm. The firm specializes in working with executives to accelerate the creation and implementation of Customer Success strategies, derive extensive value from Customer Success technology solutions as well as coach customer facing teams in Customer Success Management. She has been pivotal in shaping Customer Success methodologies and best practices.

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. 

ABOUT CSM Practice

CSM Practice specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of strategy, playbooks, and technology, and was the first to develop accelerated methodologies for customer success programs and is continuously producing thought leadership content for the Customer

Success community. The company was founded in 2014 and is headquartered in Sunnyvale, California. Additional information can be found at www.csmpractice.com

CONTACT IRIT EIZIPS

• LinkedIn: https://www.linkedin.com/in/eizips/
• Visit CSM Practice website: https://www.csmpractice.com

Today, thousands of customers around the world use our powerful and easy-to-use tools and integrations to attract, engage, and delight customers. Today we’re talking with Aaron about storytelling and how to use it to really engage with your customers and your internal teams.

ABOUT AARON JONES

Aaron Jones is a Professional Services and Customer Success executive, who has been responsible for the vision and execution of delivering optimal customer experiences at companies that include Adobe, Discovery Education, Network for Good, Sprinklr, and others. Leveraging data, leading indicators, and strategic outreach, he has proven success creating engagement models that drive adoption, are predictive of customer retention and growth, and increase customer satisfaction and overall NPS. Aaron serves as an Advisor for the diversity and inclusion consultancy firm, Cook Ross.

CONTACT AARON JONES

LinkedIn: https://www.linkedin.com/in/aaronejones

Visit Hubspot website: https://www.hubspot.com

Today we’re talking with Philipp about the state of the customer success industry and where it’s going.

ABOUT PHILIPP WOLF

As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that lets agents spend time with clients—instead of organizing CRM data. 

CONTACT PHILIPP WOLF 

LinkedIn: https://www.linkedin.com/in/philippwolf/

Visit Custify website: https://www.custify.com/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

ABOUT GUY NIRPAZ

Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation.

CONTACT GUY NIRPAZ

LinkedIn: https://www.linkedin.com/in/guynirpaz/

Visit Totango website: https://www.totango.com

Link to Guy’s book on Amazon: https://www.amazon.ca/dp/0692620931/ref=cm_sw_em_r_mt_dp_QRAXZZXD97K8BD43STGN

Link to Totango’s upcoming Executive Customer Forum event: https://www.totango.com/events/customer-success-summit/executive-forum?

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

 There is still a wide variety of perspectives if customer success is a cost-center, a profit-center, a professional service, or something else entirely. In addition, many organizations struggle with deciding what level of service to give for free, and what, if anything, should include a fee.

 Check out this episode to learn more about the considerations and implications for treating customer success as a professional service!

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Today Mara shares her insights about how to grow long-term relationships and partnerships through customer support. Mara discusses what she has learned from working in multiple disciplines and areas in organizations, and how all these experiences combine to help her advance customer success at Pipedrive.

ABOUT MARA VICENTE:

Mara Vicente has 20 years of experience in Customer Service: a background in Team leadership and multi-department Coordination for different national and international Telecommunications companies and also in the short-term Rental Industry.

Mara’s experience includes leading all customer-facing areas as VP Operations for Housetrip and Uniplaces. Deep experience also in Project management and Customer Experience Management, having collaborated in the design and implementation of several transformational projects (impacting operational and cultural change) on Customer Centricity.

 Mara’s major professional experience includes Oni Telecom, Tele2 Portugal (acquired by Optimus), Optimus (merged with ZON), HouseTrip (acquired by Tripadvisor), Uniplaces.

CONTACT MARA VICENTE

LinkedIn: https://www.linkedin.com/in/marafigueiredo/

Pipedrive website: https://www.pipedrive.com/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Customer Success professionals need to establish strong, trusted relationships where we can truly influence our customers to take actions that can increase their own success. To do this, you need to learn to engage with them and use language that resonates with them. Yet, sadly this is not often done

Check out this episode to learn more about why and how you can learn to speak your customer’s language!

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Today Chris talks about the criticality of building out effective Customer Success Operations. We will look at the role of CS Ops, how it helps you scale, and the value it delivers to customers. We will also talk about when and how you should build out your CS Ops capabilities.

ABOUT CHRIS HICKEN:

Chris Hicken is a Co-Founder and CEO of ‘nuffsaid—the Proactive Intelligence product that helps Customer Success teams do the right tasks with the right customers at the right time. Chris has 15 years of experience as a leader, investor, advisor, and board member, and was formerly the President and COO at UserTesting. He is an advocate for Customer Success leaders and was recognized as a Top 100 Customer Success Strategist in 2020.

CONTACT CHRIS HICKENS

LinkedIn: https://www.linkedin.com/in/chrishicken/

'nuffsaid Website: https://nuffsaid.com/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Join us with guest Prithwi Dasgupta, CEO of Smart Karrot, a leading customer success platform.

Today Prithwi shares his insights and experience around customer success technology and where it is heading in the future. We look at things such as how using Artificial Intelligence (AI), predictive analytics, and other tools will help scale customer success programs and empower CS professionals.

ABOUT PRITHWI DASGUPTA:

Prithwi is passionate about value – value to customers and value to employees. In his prior role as President of the technology business, he grew his business unit over 30 times focusing on retention, engagement and value. At SmartKarrot, in addition to leading the organization, Prithwi wears the hat of being the “Chief Success Partner” for customers and the SmartKarrot team.

CONTACT PRITHWI

LinkedIn: https://www.linkedin.com/in/prithwidasgupta/

Smart Karrot Website: https://www.smartkarrot.com/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

We explore some of the options for scaling your CS program, challenges you face, and approaches that can make you successful.

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK-based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Today we are joined by Jared Orr, who is here to talk about his career journey. Jared is very well known in the community and customer success is a big contributor to a number of the communities out there like CS insider, practical CSM, and your very own success. Jared has his own blog, the Customer Success Whisper, and also is the host of his own podcast.

Come learn Jared’s route to career success and get inspired to grow your own customer success career!

ABOUT JARED ORR:

Jared started his client-facing career while attending university. He worked part-time at a Human Resources outsourcing company. While there, he worked in sales operations, onboarding, and implementation. 

Upon graduation, he decided to try his hand at front-line sales. After six months at what he thought would be a great opportunity (sales job disguised as telemarketing), he decided to make a career change. June of 2018 he accepted his first job in Customer Success and hasn't looked back. 

He now works as a CSM for a global software company that creates virtual data rooms. He's started his own blog site, Customer Success Whisperer, and has recently started a podcast where he interviews successful entrepreneurs (many of which are in the CS/CX space). 

He also is heavily involved in the community as a contributor to sites like Success Chain, CS Insider, and Practical CSM. 

CONTACT JARED

LinkedIn: https://www.linkedin.com/in/jaredsorr/

Twitter: https://twitter.com/cswhisperer

Instagram: https://www.instagram.com/saasy_csm/

Blog: https://cswhisperer.org/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Sasi shares his insights into the evolution of customer success and where we are today. He shares his ideas about some of the challenges, opportunities, and current trends in customer success.

ABOUT SASI YAJAMANYAM:

Sasi Yajamanyam has built customer success programs at small and large organizations over the last 10+ years. Currently, he is building ‘at scale’ customer success programs at ServiceNow. Before ServiceNow, he built a global customer success team from ground up at CEB (now Gartner) and served as an advisor to CIOs at large organizations..

He believes customer success is ‘everyone’s’ job but leaders lack tools to make that happen. His upcoming book Next Gen Customer Success is about re imagining customer success, and providing a guide to the c-suite on how to build a customer-centric company.

CONTACT SASI

LinkedIn: https://www.linkedin.com/in/sasiyajamanyam/

SASI'S BOOK: "Next Generation Customer Success"

Sasi's new book is scheduled for publication in the summer of 2021. You will be able to buy it on Amazon and other online booksellers.

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Donna shares her insights and experience around customer onboarding and how to create high-impact onboarding programs. Onboarding is one of the most critical phases in the customer journey and many organizations struggle to get it right.

ABOUT DONNA WEBER:

Donna Weber is the world’s leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises create customers for life.

 Donna is a recognized Customer Success thought leader, influencer, strategist, advisor, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. It’s that simple.

 High growth companies hire Donna to increase customer retention, decrease time to customer-first value, increase customer lifetime value, reduce implementation time and costs, increase product usage and adoption, and scale Customer Success organizations.

CONTACT DONNA

• LinkedIn: https://www.linkedin.com/in/donnaweb/
• Twitter: https://twitter.com/donnaweb
• Website: https://www.donnaweber.com/

DONNA'S BOOK: "ONBOARDING MATTERS"

Donna is the author of “Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions“.

You can also review other articles by Donna:

• Onboarding ≠ Implementation
• First value. Avoiding the trough of disillusionment.
• Whoever Understands The Customer Best Wins

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

 Customer lifetime value is not just about the sale or the acquisitions, it's about the long-term relationship. , but when you start to think about customer lifetime value it opens up a lot of doors for how to improve your organization. This episode takes a deep-dive into the concept of CLTV and how you can use it to make changes that accelerate your growth.

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK-based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode, Marty talks about proving the value of customer success. He shares his powerful matrix framework that all CS leaders can use to help others recognize the impact customer success is having for their customers and their own organization. See the detailed show notes on https://thejasonstakeon.com/podcast/proving-the-value-of-customer-success to view his matrix.

ABOUT MARTY KAUFMAN

Marty operates at the complex intersection of growing companies and the customer experience; ensuring each touch-point is memorable to the customer and valuable to the company in driving sustained revenue growth and customer retention. He has led and advised executive leadership teams from start-up organizations to Fortune 100 companies and government entities.

 Throughout his career, he's operated across multiple industries and functions and brings this diversity of experience in aligning strategy, structure, process, and people to drive organizational performance and deliver proven results to organizational challenges.

ABOUT INIFINPOINT:

Infinipoint is a customer retention consultancy operating at the complex intersection of growing companies and their customers. Navigating this space is especially crucial for B2B and XaaS providers as their eventual success requires--demands--they build customer retention into their DNA.

 While customer experience and retention might be one team’s formal “job”--it is everyone’s responsibility. Infinipoint works with all customer-facing teams--sales, support, success, onboarding & implementation--as well as product, marketing, and CX. We help clients align strategy, structure, people, processes, technology, and metrics to deliver outsized customer retention without similarly outsized costs.

CONNECT WITH MARTY KAUFMAN

Marty on LinkedIn: https://www.linkedin.com/in/martykaufman/

Infinipoint: https://www.infinipoint.com/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

About Esben Riis-Jensen

Esben Friis-Jensen is the co-founder and Chief Growth Officer at Userflow, a no-code builder for in-app onboarding and surveys, allowing SaaS businesses to be more product-led. Prior to Userflow, Esben co-founded Cobalt, which today is a 200+ employee company. At Cobalt, Esben was a part of a product-led growth initiative and this piqued his interest to go all in and start a company in the space. 

Connect with Esben

Esbenon LinkedIn: https://www.linkedin.com/in/rossfulton/

User Flow: https://userflow.com/

Product Led: https://productled.com/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Today Ross is going to share his insights around how effectively customer success strategies and how to operationalize them. So many organizations struggle to develop effective customer strategies, or to implement them in a way that delivers the desired results, and I am looking forward to hearing Ross's perspective on how companies can do this better.

About Ross Fulton

As CEO of Valuize, Ross helps enterprise B2B software companies, including VMWare, Splunk, HashiCorp, Datto, PointClickCare and Wolters Kluwer, build industry-leading customer success strategy + operations. Prior to founding Valuize, Ross spent over 16 years scaling industry-leading software companies on both sides of the Atlantic. With a mission to empower today’s B2B software leaders to retain and expand their customers, Ross is passionate about fusing customer success strategy, technology, and operations to drive sustainable growth.

Connect with Ross

Ross on LinkedIn: https://www.linkedin.com/in/rossfulton/

Valuize: https://www.valuize.co/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Marty is going to share his expertise and experience on where organizations struggle with building out their strategies and then actually turning goals into outcomes. Marten's insights apply if you are building out an overall business strategy, or if you more focused, such as how to define and implement your customer success strategy.

About Marten Jagers

Marten is passionate about his family, health and building technology that helps organisations achieve genuine digital transformation while seamlessly delivering value to every employee through a world class 'connected workspace'.

Marten is the co-founder of 'strategy+execution+collaboration' start-up #stratapp, Board Member of ‘Where Traveller’s Connect’ start-up Travello, ex-MD at Concur and Coupa and an angel investor in start-ups like EarthTech who are passionate about positively impacting the world we live in! 

Connect with Marty

#StratApp Company Page: https://stratappsaas.com

#StratApp on LinkedIn: https://www.linkedin.com/company/stratapp/

#StratApp on Facebook: https://www.facebook.com/stratappAI

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

CONNECT WITH THE JASONS

Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/

Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/

ADDITIONAL RESOURCES

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

In this episode of The Jasons Take on, Jack will be sharing his insights about what it is like to network in the customer success community, how to do it effectively, and how to use your network to grow your skills as a customer success professional.

About Jack Choppin

Jack heads up the Client Success team at GoProposal, A Pricing, proposal, and engagement letter software that enables accountants and bookkeepers to price consistently, sell more confidently and minimize risk across the entire firm. 

Jack started life out in Account Management before joining James Ashford as he set up GoProposal. From being the sole employee Jack has been able to shape the Client Success offering at the business since day one. 

Connect with Jack

Connected on LinkedIn: https://www.linkedin.com/in/jack-choppin-14670944/

Go Proposal Website: https://goproposal.com/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

ABOUT CHAD HORDENFELDT

Chad has 15+ years of experience building and developing Customer Success teams, including implementing Customer Success strategies resulting in exemplary customer satisfaction, retention, and growth rates.

Chad’s reputation to drive and create outcome-focused programs drives long-lasting relationships based on trust and creating a culture that puts the customer at the center of everything that he does. He specializes in hiring the best people, leveraging technology to increase efficiency, and above all is committed to fostering the Customer Success community.

Chad was named one of the top 150+ global customer experience thought leaders and influencers of 2020 and a top 25 Customer Success influencer. You can read more about his Customer Success journey at enlightenedcustomers.com 

Connect with Chad

Connect on LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/

https://twitter.com/ChadTev

Blog: https://enlightenedcustomers.com/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

About Mike Sasaki

Mike leads the Global Customer Success & Support organizations at Mitek - partnering with customers and partners to achieve their business objectives through optimal use of Mitek products. 

Mitek's Global Customer Success and Support drives long-lasting relationships, and evangelizes the customer and partner perspective within Mitek. With over a decade of experience in SaaS/Customer Success (CallidusCloud and Oracle), Mike has worked with some of the largest brands around the globe.

Connect with Mike

Connect on LinkedIn: https://www.linkedin.com/in/sasakimike/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

ABOUT RAV DALIWAI

Rav has held a number of executive positions in various Enterprise Software companies over the last 20 years, most recently at Slack whereas the first UK employee he established the London office and founded the global Customer Success team.

No stranger to hyper-growth start-ups, Rav has also built and led post-sales business units at Zendesk (now valued at over $10 billion) as well as Yammer (which was acquired by Microsoft for $1.2 billion).

Rav has published several books on Enterprise Software Deployment, is a regular public speaker and angel investor, and now specializes in advising the portfolios of Venture and Growth Equity backed firms on how best to develop their go-to-market and post-sales strategy and operations.

Connect with Rav:

Connect with Rav on LinkedIn: https://www.linkedin.com/in/ravinderdhaliwal/

Follow Rav on Twitter: https://twitter.com/ravsterd

Learn about Crane Venture Partners: https://crane.vc/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

We look to understand what are some of the existing and cutting edge technologies available to customer success teams. We get Eric’s recommendations for how customer success teams can quickly begin using technology to increase their scale, reach and impact when working with customers.

About Eric Kades:

Eric Kades is the Founder of TextChat by JetSense.ai. TextChat is a highly personalized live chat tool that brings the timelessness of human connection and the sophistication of AI technology together, in one simple solution.

You can reach Eric at:

http://www.textchat.com/

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

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

SPONSORED BY SUCCESS CHAIN!

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

ADDITIONAL RESOURCES

Here are some related resources we think you will find helpful:

• Follow "The Jasons Take On..." company page on LinkedIn
• Follow "The Jasons Take On..." on Twitter
• Read Jason Noble's Blog
• Read Jason Whitehead's Blog (on Success Chain)

Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us.

Join The Jasons Take On… when we sat down with Dave Duke of Meta CX and Mat Sweezey of Salesforce. Dave and Matt share their insights about the shift towards the performance economy.

ABOUT DAVE DUKE

Co-Founder/CCO, MetaCX 

Dave is the Co-Founder and Chief Community Officer at MetaCX. Prior to MetaCX, he led Customer Success at Sigstr (acquired by Terminus) and held various customer management roles during his tenure at ExactTarget/Salesforce Marketing Cloud from 2005-2015. Dave is also the host of Revenue Revolutionaries, a new podcast focused on interviewing today’s best revenue and customer leaders. 

Dave Duke on Linkedin

Dave Duke on Twitter

ABOUT Mat Sweezey

Director, Market Strategy, Salesforce

Mathew Sweezey is the Director of Market Strategy for Salesforce, and author of The Context Marketing Revolution (HBR 2020). He is regarded as one of the leading minds on the future of marketing and his visionary insights into consumer behavior, technology, and new business strategies have changed the way startups, Fortune 500, and nonprofit organizations alike find customers, break through, and build modern brands. In addition to his work with brands, Mathew is the host of the award-winning podcast The Electronic Propaganda Society and an accomplished writer having written for The Economist, Forbes, HBR The Observer, and Adage. 

Mat Sweezey on Linkedin 

Mat Sweezey on Twitter 

About MetaCX

MetaCX is transforming how suppliers and buyers collaborate and win together with shared success plans backed by live performance data.

ADDITIONAL RESOURCES

• Get a Copy of Dave Duke & Mat Sweeney's ebook, "The New North Star: Experience is the Method, Outcomes are the Goal"  https://metacx.com/assets/ebook-the-new-north-star-experience-is-the-method-outcomes-are-the-goal/

• Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

• Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

•  Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

Sponsored By Success Chain

The Jasons Take On is Sponsored by Success Chain!

Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at:

https://www.successchain.net

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

Learn more about Tri Tuns: https://trituns.com/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/the-jasons-take-on/

 Join The Jasons Take On… when we sat down with one of the original gurus of customer success, Dan Steinman. Dan shares his experiences and views about the future of customer success. You don't want to miss this episode!

 Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

 ABOUT DAN STEINMAN

Dan Steinman is the Chief Evangelist at Gainsight.

 Prior to joining Gainsight as Chief Customer Officer, Dan was the first Vice President of Customer Success and Renewals at Marketo. Dan is a globally recognized thought leader in the Customer Success space, an active blogger and speaker on its behalf, and co-author of the seminal book on Customer Success.

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

Learn more about Tri Tuns: https://trituns.com/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

 Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI 

ABOUT ADAM:

Adam Joseph is the Head of Customer Success, EMEA at Gainsight. In this role, Adam oversees the delivery of exceptional customer experience and creates long-term value for all of Gainsight’s European customers. Adam brings a wealth of leadership and customer success experience, having previously held the role of Director of Client Services at ChannelAdvisor and the VP Customer Success at Avention.

Adam also founded CSM Insight in 2017, a consultancy service that helps organizations build, manage and scale their customer success operations and deliver voice of the customer programmes. He is an active thought leader in the customer success space, having created the resource hub CustomerSuccessManager.com. Adam has created and hosted two podcast series in Customer Success (Gainsight Gamechangers and Customer Success Conversations), where he interviews post-sales executives about what it takes to succeed, the challenges they have overcome, and emerging trends within Customer Success. 

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

Learn more about Tri Tuns: https://trituns.com/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

Join us this month and find out how to measure customer success, and which measurements work best for you and why.

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

 Read the Blog Article on Equivalent Metrics discussed in this episode: https://softwaresuccessblog.com/increase-customer-success-equivalent-metrics/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Check out SUCCESS CHAIN! Join the Community for CS Professionals, get training, and check out all the great resources: http://successchain.net/

Learn more about Tri Tuns: https://trituns.com/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

 Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

These false assumptions can be simply to identify and highlight, but the question then is how do you overcome any damage already done from them and get things to where they need to be – for your customer success program and vision to be successful.

Join us this month where we'll explore some of these false assumptions and myths in more details, and provide some hints and tips on how to overcome them.

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

 Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

About Shanta:

With a background in Human Resources, Shanta applies her extensive SaaS industry customer success experience to help enterprise customers make better, data-backed business decisions, ensuring they gain the best possible value from their technology investments. She currently leads customer success functions for enterprise customers at SupplyShift, a supply chain visibility software organization.  

Prior to joining SupplyShift, Shanta worked in San Francisco’s Financial District, where she led the customer success functions at an AI-powered communications company and a people operations technology firm. Shanta holds a M.B.A. from San Francisco State University with an emphasis on Organizational Psychology, and a B.A. in Psychology from UC Santa Cruz. She is passionate about customer growth, happiness, and driving successful business outcomes through best-practice consulting.

You can connect with Shanta via LinkedIn: https://www.linkedin.com/in/shanta-bodhan-5297724

ADDITIONAL RESOURCES

 Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

 Learn more about Tri Tuns: https://trituns.com/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

 Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

 Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

About Szuyin Leow:

Szuyin is the Director of Customer Success at Logic Gate. She spearheaded the development, growth, and evolution of the customer success program in this highly specialized industry.

About Logic Gate

LogicGate is a leading provider of cloud-based solutions for automating governance, risk and compliance (GRC) processes. LogicGate empowers customers to transform disorganized risk and compliance operations into agile enterprise risk management programs, tailored to their business needs. For more information, visit LogicGate.com and follow LogicGate on LinkedIn and Twitter at @LogicGate.

ADDITIONAL RESOURCES

 Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

 Learn more about Tri Tuns: https://trituns.com/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

 Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

 Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

 Come join The Jasons Take On… with our special guest, Paul Henderson. Paul shares his insights around how to design a customer outcome program.

About Paul Henderson

Paul Henderson is an author, speaker, and consultant on Outcome-based Customer Success for technology companies. Before founding Outcome Leaders, he led the Asia Pacific region of an enterprise software company. He had 200 staff across nine countries supporting 800 enterprise customers. In the last five years of his tenure, he and his team designed and successfully ran an outcome-based customer program across the region.

 He’s written two books, both on outcomes. The Chief Capability Officer focuses on using internal outcomes to manage a business. The Outcome Generation focuses on enabling business outcomes for customers. The second book draws on his five years’ experience running an outcome program followed by one and a half years’ research.

Today, Paul helps technology vendors make customer outcomes their central focus.

Connect with Paul: http://outcomeleaders.com/

 Paul on LinkedIn: https://www.linkedin.com/in/paulhenderson5/

ADDITIONAL RESOURCES

 Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

 Learn more about Tri Tuns: https://trituns.com/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

 Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

 Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/

 Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

 Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Learn more about Tri Tuns: https://trituns.com/

Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

 Lauren is on a mission to help companies use customer feedback to drive better growth strategies. In this episode, Lauren shares her ideas and insights around how to focus better and align teams around the customers, understand customer needs, and turn insight into action that will grow your organization.

 Learn about Loop VOC: https://www.loopvoc.com/

 Connect with Lauren: https://www.linkedin.com/in/laurendculbertson/

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Learn more about Tri Tuns: https://trituns.com/

Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Learn more about Tri Tuns: https://trituns.com/

Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

ABOUT THE JASONS...

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Learn more about Tri Tuns: https://trituns.com/

Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

Chris and Daniel are both experienced customer experience professionals working across a range of industries with some great companies. In their book they’ve created a framework for the c-change to help CEOs drive change in response to the customer economy.

Many of their ideas align with our podcast topics over the last 18 months and how we both work and think. Join us for this great four-way customer focused podcast and get your questions answered by the experts!

THE CUSTOMER CATALYST

https://thecustomercatalyst.com/

THE JASONS TAKE ON

https://thejasonstakeon.com/

Customer success professionals are often seen as the trusted advisors for customers but when it comes to anything commercial they get other teams involved. Is this the right model and approach for your customers and what are some other more aligned approaches of driving commercial customer success?

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

CONTACT MARTY KAUFMAN

Marty Kaufman - Founder and principal at Infinipoint, the customer retention consultancy.

Questions or Contact:

email: marty@infinipoint.com

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

Website: www.infinipoint.com

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Learn more about Tri Tuns: https://trituns.com/

Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

How do you integrate and build in customer success from the start, and what are some of the learnings when companies have done this right?

Typically we see smaller technology startups thinking about customer success from day 1, but it needs to be more widespread across all type and sizes of businesses. As a founder and CEO what steps do you need to take to get it right and why is it so important for you, your customers and your investors?

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

CONTACT KELLIE LUCAS:

Kellie Lucas - Author, Coach Mentor

Email: talk@thecspioneer.com

Website: http://forselucas.com/

Link to buy the book: https://amzn.to/39kHaLx (Affiliate Link)

ADDITIONAL RESOURCES

Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/

Learn more about Tri Tuns: https://trituns.com/

Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562...

Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI

Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/

 What's needed from the C-suite and leadership in your business to shift the focus to customer success and how can we help facilitate and drive this change?

 Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

In this episode, The Jasons share our thoughts and vision for customer success. We talk about trends we noticed in 2019 and layout a bold vision for 2020.

You need to figure out: • Why we need to be reactive to start • What are the next steps for our CS teams to grow and develop • What else do we need to look at beyond just CSMs down in the trenches

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: thejasonstakeon.com/

Learn more about Tri Tuns at: trituns.com/

Join The Jasons Take On... group on Linkedin: trituns.co/TheJasonsLI

ADDITIONAL RESOURCES:

Connect with Abby on LinkedIn: https://www.linkedin.com/in/abbyhammer/

Learn more about Churn Zero: https://churnzero.net/

CONNECT WITH THE JASONS: thejasonstakeon.com/

Dave Jackson is a recognised expert in customer focused organisations and is a strong advocate for product-led customer success. He is CEO of TheCustomer.Co, which helps companies profitably win, satisfy, retainand grow their chosen customers better than the competition. In 2000 Dave founded and was CEO of Clicktools, one of the UK’s first SaaS companies.

ADDITIONAL RESOURCES:

Connect with Dave on LinkedIn: https://www.linkedin.com/in/davidjacksonuk Learn more about Dave and his work at The Customer.Co: https://thecustomer.co

FREE EBOOK ON PRODUCT-LED CUSTOMER SUCCESS Download Dave's insightful ebook on Product-Led Customer Success: https://thecustomer.co/2018/07/17/product-led-cs-ebook/

CONNECT WITH THE JASONS https://thejasonstakeon.com/

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: thejasonstakeon.com/

Learn more about Tri Tuns at: trituns.com/

Join The Jasons Take On... group on Linkedin: trituns.co/TheJasonsLI

You need to figure out:

• How can we help customers work with multiple customer success managers, and how do we get a better insights into where are services fit into the overall value chain for the customer and that we're not almost competing with each other for our customers' time.

• How do you align your CS services and capabilities with integration partners to ensure an effective end-to-end experience that delivers the customer outcomes across all integrated applications and services?

• How do you help partners and VARs build their own competitive CS services that support your brand reputation

You need to figure out: • How do you develop and deliver fast, efficient, effective and scalable CS services that beat the competition?

• How do you market, bundle and sell CS services as a competitive differentiator that accelerates sales and growth?

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

**Download our free "Software Buyer's Guide to Evaluating Vendor's Customer Success Services" and learn that questions you need to be prepared to answer during the sales process. https://trituns.co/SWBuyer

Read Jason Whitehead's article, "The Big Bold Future of SaaS Growth is Customer Success" https://trituns.co/BoldFutureSaaSGrowth Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: https://thejasonstakeon.com/

Learn more about Tri Tuns at: https://trituns.com/

Join The Jasons Take On... group on Linkedin: https://trituns.co/TheJasonsLI

Learn about Learning Ally: https://learningally.org/

Learn more about Tri Tuns: https://trituns.com/

Learn more about The Jasons Take On, including catching replays and registering for upcoming episodes: https://thejasonstakeon.com/

Learn about User IQ: https://useriq.com/

Learn more about Tri Tuns: https://trituns.com/

Learn more about The Jasons Take On, including catching replays and registering for upcoming episodes: https://thejasonstakeon.com/

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: https://thejasonstakeon.com/

Learn more about Tri Tuns at: https://trituns.com/

Join The Jasons Take On... group on Linkedin: https://trituns.co/TheJasonsLI

Not all customers need or want the same approaches and engagement (and experiences) from you. Segmentation is a critical part of delivering your customers' success and how you approach delivery within your segmentation drives that success. This month we're going to talk about the so called low touch and tech-touch models for customer success, when to use them, what they look like and how to ensure they're delivered at the right level. Many businesses start with a one size fits all, very reactive approach to customer success. By looking at different models like this, you can scale and grow your customers successfully.

3 Things you will learn: 1. Why and how to segment your customers for low-touch and tech-touch customer success services 2. Challenges with building effective low-touch and tech-touch models Steps you can take to ensure your low-touch and tech-touch efforts are impactful and accelerate customer's success

Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: https://thejasonstakeon.com/

Learn more about Tri Tuns at: https://trituns.com/

Join The Jasons Take On... group on Linkedin: https://trituns.co/TheJasonsLI

You can connect with Sue on LinkedIn at: https://www.linkedin.com/in/suefarrance/

Learn more about The Jasons Take On, and register to join one of our live podcasts at https://thejasonstakeon.com/

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

EXTRA RESOURCES:

Free Ecourse: Why Software Projects Fail..and What To Do About It https://trituns.com/free-ecourse-why-sw-projects-fail/

The Jasons Take On: https://thejasonstakeon.com/

The Jasons Take On LinkedIn Group: https://www.linkedin.com/groups/12224398/

The Jasons Take On Twitter: https://twitter.com/TheJasons_CS

Tri Tuns Resources: https://trituns.com/resources/

Customer Success Mastermind: https://csmastermind.com/

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

In this brief introduction you learn a bit about why we are so passionate about customer success, our backgrounds, and experiences. This show is our opportunity to try to give back to the customer success community and help you and your customers be more successful. Thanks for listening!

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.

RESOURCES: Watch the more detailed video series where we share how to draw out and discuss the success curve with your customers here: https://trituns.co/IncreaseSoftwareAdoptionVideo

Catch future episodes of "The Jasons Take ON" at: https://trituns.co/jasons

Learn more at https://trituns.co/resources