Breakthrough SaaS Growth with The Jasons

Customer onboarding is one of the most critical stages in the SaaS customer journey. Get it right and customers reach value faster, build confidence and become more likely to stay, grow and advocate. Get it wrong and the relationship starts with friction. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Donna Weber, author of Onboarding Matters, to explore...

Customer lifetime value is not just a finance metric. It shows how well your business creates value over the full customer relationship. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what customer lifetime value means, why it matters and how SaaS companies can use it to make better growth decisions. We cover: What customer lifetime value means Why CLTV matter...

Customer Success needs to prove its value. Not through activity reports or vague relationship updates, but through clear impact on customers and the business. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Marty Kaufman, founder and principal at Infinipoint, to explore how CS leaders can show the value Customer Success creates. We cover: Why Customer Suc...

Product-led growth changes how SaaS companies acquire, onboard and expand customers. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Esben Friis-Jensen, co-founder and Chief Growth Officer at Userflow, to explore how companies can move from sales-led to product-led growth models. We cover: What product-led growth really means How SaaS companies can move f...

A Customer Success strategy is only useful if it can be executed. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Ross Fulton, CEO of Valuize, to explore how B2B SaaS companies can operationalise Customer Success strategy. Ross shares how companies can align strategy, operations, technology and data so Customer Success teams deliver stronger results and s...

Strategy is easy to write down. Execution is where most organisations struggle. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Marten Jagers, co-founder of #StratApp, to explore how companies can turn strategy into measurable outcomes. Marten shares his perspective on why organisations often struggle to connect big goals to daily work, and how clearer al...

Networking is not just about finding your next job. Done well, it helps Customer Success professionals learn faster, broaden their thinking and build stronger connections across the industry. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jack Choppin, Head of Client Success at GoProposal, to explore the power of networking in Customer Success. We cover:...

Trust is one of the strongest foundations of Customer Success. Without trust, customer conversations become harder, adoption slows and value is more difficult to prove. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chad Horenfeldt to explore how Customer Success teams can build and use trust to create stronger customer relationships and better outcomes....

Customer journey maps should not sit in a slide deck. Used well, they help SaaS teams understand the customer lifecycle, design better engagement and deliver more consistent Customer Success. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Mike Sasaki, VP, Global Head of Customer Success and Support at Mitek, to explore how customer journey mapping can im...

Investors care about growth. But they also care about whether that growth is durable. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Rav Daliwal to explore why venture capital and growth equity investors pay close attention to Customer Success. Rav shares his perspective from building post-sales teams at Slack, Zendesk and Yammer, and advising venture-ba...

Customer Success teams need to scale without losing relevance, trust or customer value. AI and automation can help, but only when they improve the customer experience rather than replacing the human connection customers still need. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Eric Kades, founder of TextChat by JetSense.ai, to explore how Customer Succe...

Customer Success should not only appear after the sale. Used properly, it can help Sales teams win better deals, set stronger expectations and build more confidence with buyers. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Sales leaders need Customer Success and how the two teams can work together more effectively across the full customer lifecycle. We c...

Customer experience matters. But experience alone is not the end goal. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dave Duke and Mat Sweezey to explore the shift towards the performance economy, where customers judge vendors by the outcomes they help deliver. They discuss why SaaS companies need to move beyond experience as the primary measure of succ...

Customer centricity changes when customers are under pressure. It is not enough to say the business is customer focused. Companies need to understand what customers need now, how those needs are changing and how to respond in ways that create real value. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what it means to be customer centric in a changing market. W...

Customer Success has changed significantly over the last decade. But the next phase may be even more important. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dan Steinman, Chief Evangelist at Gainsight and one of the original voices in Customer Success, to explore where the discipline goes next. Dan shares his perspective on how Customer Success has evo...

Customer Success technology can help teams scale, but only when it supports the right operating model. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Adam Joseph, Head of Customer Success, EMEA at Gainsight, to explore how CS technology can help SaaS companies grow and scale their Customer Success programmes. We cover: Why Customer Success technology mat...

Are you measuring the wrong Customer Success metrics? It is a blunt question, but an important one. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies should measure the impact of Customer Success. They discuss why no single metric tells the whole story and how leaders should think about revenue, loyalty, customer value, adoption and retention t...

Customer Success programmes often struggle because they are built on the wrong assumptions. Misunderstandings about ownership, value, revenue, support and customer responsibility can quietly weaken CS before it has a chance to work properly. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the false assumptions and myths that damage Customer Success programmes....

The buyer may sign the contract. But users decide whether the product becomes part of how the business works. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Shanta Bodhan to explore how Customer Success teams can move beyond the buyer and drive real end-user adoption. We cover: Why the buyer is not always the main adoption driver How to engage end users...

Specialist SaaS products need Customer Success teams with the right mix of skills. Product knowledge matters. Customer Success expertise matters. Subject matter expertise can matter too. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Szuyin Leow, Director of Customer Success at LogicGate, to explore how SaaS companies can balance product, CS and subject...

Customer Success should be built around outcomes, not activity. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Paul Henderson, author, speaker and consultant on outcome-based Customer Success, to explore how technology companies can design effective customer outcome programmes. Paul shares lessons from leading a large enterprise software region and build...

Customer Success should matter to customers. But often, they do not really understand what it means. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore whether Customer Success means anything to customers and why the term is often misunderstood. They discuss why customers may see CS as support, account management or sales, and what SaaS companies can do to make th...

Customer Success is not just a team on the org chart. It is the outcome the whole business should be working towards. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Customer Success needs to become more than a department. They discuss why customer outcomes require alignment across Sales, Product, Marketing, Support, Services and leadership, and why compani...

Customer feedback is only useful if it leads to action. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lauren Culbertson, co-founder and CEO of LoopVOC, to explore how SaaS companies can use customer feedback to drive better growth strategies. They discuss how to understand customer needs, align internal teams around customer insight and turn feedback in...

Buying software is the easy part. Using it well usually means changing how people work. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Change Management matters in Customer Success and why SaaS companies need to help customers navigate the human and organisational side of adoption. We cover: Why Change Management matters in SaaS How customer change affects...