Breakthrough SaaS Growth with The Jasons

Strategic Customer Success is not about having better meetings. It is about helping customers make better decisions, realise value and grow over time. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jay Nathan, CCO at Higher Logic and co-founder of Gain Grow Retain, to explore what strategic behaviour really means in Customer Success. Jay shares lessons f...

The Customer Success Manager role is changing. As SaaS companies face more pressure on retention, expansion, efficiency and customer value, the future CSM needs to be more strategic, more commercial and more adaptable. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Maranda Dziekonski, SVP of Customer Success at HourWork, to explore the future of the Cust...

Customer Success can be rewarding work. It can also become emotionally exhausting. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Ryan Johansen to discuss burnout, mental wellbeing and the pressure many CSMs carry in high-demand SaaS environments. Ryan shares his personal experience of workplace stress and the lessons he learned about putting mental heal...

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

Customer Success Operations is no longer a back-office function. Done well, it helps SaaS companies scale customer value, improve visibility and create a more consistent customer experience. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Deborah Andrews, who works across post-sales functions at Unit4 and leads Customer Success Operations and Digital team...

Hiring the right Customer Success leader can have a major impact on retention, expansion and SaaS growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alan Fecamp, Director in Zeren’s Commercial team, to explore the world of Customer Success recruitment. Alan shares his perspective from more than 20 years in senior recruitment and executive search, wit...

Complex onboarding can make or break the customer relationship. When implementation is slow, unclear or badly managed, customers lose confidence before they ever see real value. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Rupesh Rao, CEO and founder of CogniSaaS, to explore how enterprise SaaS companies can manage complexity during onboarding and impl...

Customer Success looks different when the product is deeply technical. The users are often technical. The problems are complex. The value depends on more than adoption dashboards and standard playbooks. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Manuel Harnisch to explore how Customer Success works for technical SaaS and XaaS products. Manuel shares...

When markets get tougher, companies often look for quick savings. But reducing the quality, scope or value of products and services can quietly damage customer trust, brand reputation and long-term growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum, to explore why Customer Success leaders...

Voice of the Customer should do more than collect feedback. Done well, it helps SaaS companies improve customer experience, strengthen advocacy and make better decisions across the business. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dana Alvarenga, VP of Customer Experience at SlapFive, to explore how to create and grow a strong Voice of the Custome...

Customer marketing is often overlooked. That is a mistake. In SaaS, growth does not only come from winning new customers. It also comes from retaining existing customers, expanding relationships and turning customers into advocates. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Kristi Faltorusso to explore why customer marketing matters and how it diffe...

Customer communities can do more than create engagement. Done well, they help customers learn, connect, share ideas and achieve more value from the products they use. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Ben Winn, brand and community leader at Catalyst Software, to explore the rise of communities in Customer Success. We discuss how community-le...

Customer Success cannot sit in one department. If customers are going to realise value, the whole business needs to be aligned around their outcomes. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Harini Gokul, customer success leader at AWS, to explore why Customer Success is a team sport. Harini shares lessons from building and scaling Customer Success...

Growth becomes more durable when it starts with customer value. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Markus Rentsch to explore the idea of customer value-led growth and why SaaS companies need to focus more deliberately on helping customers achieve meaningful outcomes. The conversation looks at how customer value connects to retention, expansio...

Scaling Customer Success is not just about adding more people. It is about building the right operating model, processes and customer engagement approach so customers still receive value as the business grows. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Kristi Faltorusso to explore how SaaS companies can successfully scale Customer Success. We cover:...

A strong Customer Success organisation does more than manage accounts. It helps customers realise value, reduces churn and supports sustainable growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alex Farmer, VP of Customer Success at Cognite and founder of Customer Success Excellence, to explore what it takes to build a successful Customer Success or...

Customer Success is harder to implement in complex organisations. More teams. More systems. More stakeholders. More ways for ownership to become unclear. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Irit Eizips, CEO of CSM Practice, to explore how leaders can design and implement Customer Success strategies in complex organisations. We cover: What make...

Data matters. But stories help people understand why the data matters. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Aaron Jones, VP of Services and Global Partner Strategy at HubSpot, to explore how storytelling can improve customer engagement. Aaron shares how SaaS teams can use stories to connect with customers, align internal teams and make customer...

Customer Success has grown quickly, but many SaaS companies are still working out how to make it scalable, measurable and commercially valuable. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Philipp Wolf, CEO of Custify, to explore the state of the Customer Success industry and where it is heading. We cover: How Customer Success is changing in B2B SaaS...

Customer Success cannot scale through headcount alone. Automation can help SaaS companies reach more customers, deliver more consistent engagement and create more personalised post-sale experiences. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dickey Singh, CEO and co-founder of Cast.app, to explore how automation can scale Customer Success and post-sa...

Long-term customer relationships are built through every interaction. Support, Customer Success and customer-facing teams all shape whether customers trust the business, see value and want to stay. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Mara Vicente, VP of Customer Solutions and Interim Head of Customer Success at Pipedrive, to explore how custom...

Customer Success Operations is not admin. It is the engine that helps CS teams scale, prioritise and focus on the work that matters most. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chris Hicken, CEO of ‘nuffsaid, to explore why Customer Success Operations is critical to effective Customer Success. We cover: Why Customer Success Operations matters How...

Customer Success technology is evolving quickly. AI, predictive analytics and better customer data are changing how CS teams understand risk, prioritise action and scale customer engagement. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Prithwi Dasgupta, CEO of SmartKarrot, to explore where Customer Success tools and technology are heading. We cover: Ho...

Customer Success is a fast-growing career path, but there is no single route into the profession. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jared Orr to explore his career journey into Customer Success and what others can learn from it. Jared shares how he moved through sales operations, onboarding, implementation and sales before finding his way in...

Customer Success has evolved quickly, but many companies are still working out how to make it truly effective. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Sasi Yajamanyam to explore the state of Customer Success and where the discipline is heading. Sasi shares lessons from building Customer Success programmes in both large and small organisations, inc...