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Jason Noble

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Breakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow SaaS companies should package Customer SuccessShould Customer Success be free, paid or something in between? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore whether Customer Success should be treated as a professional service. They discuss the different ways companies think about CS: cost centre, profit centre, growth engine, professional service or core part of the product experience. We cover: Whether Customer Success should be a paid serviceWhat level of CS should be included for freeWhen premium CS services make senseHow charging for CS changes customer expectationsWhy CS pricing affects value perceptionHow SaaS...
2026-05-2927 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy customer adoption is the real SaaS growth engineCustomer adoption is not training. Training helps people understand the product. Adoption changes how people work. In this episode of Breakthrough SaaS Growth, Jason Noble interviews co-host Jason Whitehead about the career-defining moment when his boss at Texas Instruments told him: "If we can’t get people to use the system and prove value, we don’t need it - or you." That moment shaped Jason’s view of adoption, value and what B2B SaaS companies often get wrong after the sale. We explore why customer adoption is one of...
2025-11-1828 minClear Picture Cares
Clear Picture CaresClear Picture Cares With Jason Noble | Victor Coachman of Expanding the TableIn this episode of Clear Picture Cares, Jason Noble interviews Victor Coachman of Expanding the Table. The mission at Expanding the Table is to feed as many people in their community as possible, with no questions asked. Each week, the truck serves up to 200 meals at different stops and a total of up to 800 meals per month come from their kitchen into the community through other partnerships and donation locations. Expanding the Table was created to display the love of Jesus to all who join them at the table by meeting immediate needs and equipping guests with the tools...
2025-01-2817 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow commercially confident teams drive SaaS adoption - with Casey Trujillo & Todd KirkCommercial confidence is not just a sales skill. In SaaS, it matters across Customer Success, onboarding, adoption and customer value. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Casey Trujillo and Todd Kirk, co-hosts of the SaaS Therapy podcast, to explore how commercially confident teams help customers adopt technology and realise value. The conversation looks at why unused software is such a costly problem, how teams can move beyond activity and training and what it takes to help customers change how they work. We...
2024-07-3044 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow proactive Customer Success protects SaaS renewals - with Dan GianfredaReactive Customer Success is expensive. By the time a renewal is at risk, the real problem often started months earlier. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dan Gianfreda to explore how SaaS companies can move from reactive Customer Success to a more proactive, commercially focused model. Dan shares lessons from working across Sales, Marketing, Customer Success and Operations, including how to set better customer expectations, secure commitment to success and build stronger relationships with customer executives. We cover: Why reactive Customer...
2024-07-1732 minThe Pursuit Desk
The Pursuit Desk18. At LMA 2024 Part 2: Navigating the Data Revolution: Insights from Holland & Knight’s, Jason KennedyThis podcast features Jason Noble, Founder and Chief of Product Strategy at ikaun, and Jason Kennedy, Intelligence Solutions Manager for Holland & Knight in Nashville. In this episode, they delve into Kennedy's background transitioning from the vendor side to in-house roles within law firms, particularly focusing on legal marketing. Kennedy shares insights into the evolving landscape of data-driven decision-making within legal marketing departments and the challenges and opportunities associated with it. He discusses his upcoming role at Holland & Knight, where he will be leading the data team to build an ecosystem for querying data and generating actionable insights...
2024-06-0337 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy Customer Success is still failing SaaS companies - with Dave JacksonCustomer Success has become central to SaaS growth. But many companies are still struggling to make it work properly. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dave Jackson, founder and CEO of TheCustomer.Co and author of Customer Led Growth, to discuss the biggest challenges facing Customer Success today. The conversation explores why Customer Success often fails to deliver its full commercial impact and what needs to change if SaaS companies want stronger retention, expansion and profitable growth. We cover: Why Customer...
2024-03-1933 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow customer education drives SaaS adoption and growth - with Vicky KennedyCustomer education should do more than teach people how to use software. Done well, it helps customers adopt faster, realise value sooner and achieve better business outcomes. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Vicky Kennedy, founder of Echtus, to explore the future of customer education in SaaS. Vicky shares how customer education has evolved over the last 20 years and why traditional training models often fall short when companies need measurable business results. We cover: Why customer education needs to move beyond...
2024-03-1226 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Product and Customer Success alignment drives SaaS growth - with Jennifer ChiangProduct and Customer Success often see the same customer problem from different angles. When they work together, SaaS companies build better products, improve adoption and create stronger customer outcomes. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jennifer Chiang, author of The Startup’s Guide to Customer Success, to explore how Product and Customer Success teams can align more effectively. Jennifer shares lessons from building Customer Success teams and working in product management, including how startups can use customer insight, analytics and empowerment to create more cu...
2023-12-1927 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat is happening in the Customer Success talent market - with Rohan TailorThe Customer Success talent market has changed. Roles are shifting. Expectations are higher. Companies are rethinking what they need from CS leaders and teams. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Rohan Tailor, principal consultant at ABR Talent, to explore what is happening in the Customer Success hiring market. The conversation looks at how CS roles are changing, what companies are hiring for and what candidates need to understand about the market. We cover: What is happening in the Customer Success talent...
2023-12-1229 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat Customer Success excellence really looks like - with Alex FarmerCustomer Success excellence is not about awards, slogans or good intentions. It is about building post-sale teams that reduce churn, increase growth and create measurable customer value. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alex Farmer, founder and CEO of Customer Success Excellence, to explore what great Customer Success really looks like in SaaS. Alex shares his perspective from building post-sale teams in high-growth B2B SaaS companies and from creating the world’s first awards event dedicated to the Customer Success profession. We...
2023-12-0636 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy SaaS growth needs a long-term customer strategy - with Jay NathanSaaS growth is not won in one renewal cycle. It comes from long-term customer value, stronger relationships and a clear operating model for retention and expansion. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jay Nathan, CCO at Higher Logic and co-founder of Gain Grow Retain, to discuss what it means to play the long game in Customer Success. Jay shares his perspective on building, leading and scaling post-sale teams that help customers realise value over time while also supporting durable revenue growth. We...
2023-08-2143 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow customer education helps scale Customer Success - with Vanessa NeurohrHigh-touch Customer Success does not scale to every customer. Customer education can help. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Vanessa Neurohr, Vice President of Customer Success at Muck Rack, to explore how customer education can help SaaS companies scale Customer Success. Vanessa shares how she helped transform and scale her CS team by building a customer education programme that enables customers to learn, adopt and achieve success more independently. We cover: Why high-touch Customer Success is hard to scaleHow customer education...
2023-07-2124 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat it takes to become a Chief Customer Officer - with Pat PhelanThe Chief Customer Officer role has become one of the most important leadership roles in SaaS. But what does the journey actually look like? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Pat Phelan, Chief Customer Officer at GoCardless, to explore his path into customer leadership and what it takes to build and scale a global customer organisation. Pat shares lessons from leading Customer Success, Customer Onboarding, Support, Customer Experience, CS Management and Account Management teams across fast-growing technology and fintech businesses. We cover:
2023-04-1226 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow strategic Customer Success drives SaaS growth - with Jay NathanStrategic 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 from building, leading and scaling post-sale teams across B2B SaaS businesses, including how CS leaders can create stronger customer value, improve retention and support revenue growth. We...
2023-03-2338 min20 Minutes of Clarity
20 Minutes of Clarity20 Minutes of Clarity with Jason NobleIn this episode Jason Interviews Rewire's Ryan Hoover. ReWire is an organization of professional basketball players who make themselves available for practical and spiritual support by their peers.
2023-03-2122 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat the future Customer Success Manager needs to become - with Maranda DziekonskiThe 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 Customer Success Manager role. Maranda shares lessons from building and scaling customer teams in early and mid-stage startups, including what CSMs need to develop if they want to stay relevant and...
2023-03-1422 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy Customer Success burnout hurts people and performance - with Ryan JohansenCustomer 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 health first, managing pressure and creating healthier ways of working. We cover: Why burnout is a serious issue in Customer SuccessHow CSM workload and emotional labour affect mental wellbeingWhy stress...
2023-03-0735 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat Customer Success leaders need to change now - with Jamie BertasiCustomer 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 companies can build stronger customer organisations, align go-to-market teams and create better experiences for customers and partners. We cover: How Customer Success is changing in SaaSWhy retention and customer value matter more...
2022-12-2025 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy Customer Success Operations matters for SaaS growth - with Deborah AndrewsCustomer 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 teams. Deborah shares why CS Ops has become critical for modern SaaS businesses and how it supports better data, stronger processes and more scalable customer engagement. We cover: Why Customer Success Operations...
2022-12-0619 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow SaaS companies hire stronger Customer Success leaders - with Alan FecampHiring 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, with deep experience across UK, EMEA and US technology markets. We cover: What SaaS companies should look for in Customer Success leadersHow the CS talent market is changingWhy investor-backed SaaS bu...
2022-11-2924 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow SaaS companies manage complex onboarding - with Rupesh RaoComplex 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 implementation. Rupesh shares lessons from more than 20 years working across software engineering, account management, customer leadership and SaaS entrepreneurship. We cover: Why onboarding complexity creates risk in SaaSHow implementation affects...
2022-11-2524 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhere Customer Success goes next in SaaS - with Nick MehtaCustomer Success helped reshape the SaaS business model. But where does it go next? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Nick Mehta, CEO of Gainsight, to explore the future of Customer Success and its role in durable SaaS growth. Nick shares his perspective on how Customer Success is evolving, why customer-led and product-led strategies matter and what SaaS leaders need to understand about retention, expansion and customer value. We cover: Where Customer Success goes next in SaaSWhy durable growth depends on...
2022-11-1425 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Customer Success works for technical SaaS products - with Manuel HarnischCustomer 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 lessons from building and leading CS teams in companies solving complex technical challenges for customers, including what changes when your buyers, users and stakeholders need deep product and technical expertise. ...
2022-10-2525 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy Customer Success must protect customer value - with Lynn HunsakerWhen 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 need to act as stewards of customer value. Lynn shares her perspective on shrinkflation, skimpflation and the risk of weakening the customer experience during periods of economic pressure. We cover: ...
2022-10-1834 min20 Minutes of Clarity
20 Minutes of Clarity20 Minutes of Clarity Podcast with Jason Noble20 Minutes of Clarity Podcast with Jason Noble by Prime Capital Investment Advisors
2022-10-0521 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Voice of the Customer drives SaaS growth - with Dana AlvarengaVoice 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 Customer programme. Dana shares lessons from leading Customer Success, Education, VoC and Advocacy, including how customer insight can improve customer experience and support stronger growth. We cover: ...
2022-08-0323 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow ideal customer behaviour drives SaaS successCustomer profiles and journey maps are useful. But they do not always show what customers actually need to do to succeed. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the concept of Ideal Customer Behaviour and why SaaS companies need to focus more on the specific actions customers must take to achieve value. We discuss how a behaviour-based approach can improve customer engagement, adoption, retention and long-term success. We cover: What Ideal Customer Behaviour meansWhy customer profiles are not enoughHow behaviour shapes customer outcomesWhich customer...
2022-06-0736 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy customer marketing matters for SaaS growth - with Kristi FaltorussoCustomer 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 differs from traditional acquisition marketing. We cover: What customer marketing really meansWhy existing customers need a different marketing approachHow customer marketing supports retention and expansionWhy advocacy matters in SaaS growthHow...
2022-05-1728 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow community-led growth supports Customer Success - with Ben WinnCustomer 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-led growth connects with customer education, advocacy, retention and customer value, and why SaaS companies should think carefully about the role community plays in the customer journey. We cover:
2022-05-1030 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow cross-functional teams drive Customer Success - with Harini GokulCustomer 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 across cloud, ISV, digital-native, private equity, games and SMB customer segments. We cover: Why Customer Success needs cross-functional ownershipHow cloud businesses scale customer successWhy customer outcomes...
2022-05-0321 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow customer value drives SaaS growth - with Markus RentschGrowth 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, expansion, advocacy and long-term growth, and why companies that fail to prove value increasingly struggle to keep customers. We cover: What customer value-led growth meansWhy customer value drives retention and expansionHow SaaS...
2022-04-2627 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to scale Customer Success without losing customer value - with Kristi FaltorussoScaling 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: What it takes to scale Customer SuccessWhy scaling CS is not only a headcount problemHow to build a stronger Customer Success operating modelWhy customer value can get lost during growthHow CS...
2022-04-1924 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat strong Customer Success organisations do differently - with Alex Farmer A strong Customer Success organisation does more than manage accounts. It helps customers realise value, reduces churn and supports sustainable growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alex Farmer, VP of Customer Success at Cognite and founder of Customer Success Excellence, to explore what it takes to build a successful Customer Success organisation. We cover: What makes a Customer Success organisation successfulHow post-sale teams reduce churn and drive growthWhy customer value needs clear ownershipHow to turn red accounts greenWhat CS...
2022-04-1236 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsDesigning Customer Success strategies for complex SaaS businesses - with Irit EizipsCustomer 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 makes an organisation complexHow to design a scalable Customer Success strategyWhy playbooks, process and technology need to work togetherHow to align executives and customer-facing teamsWhere Customer Success implementations often go wrongHow structured...
2022-04-0525 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow SaaS teams use stories to build customer value - with Aaron JonesData 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 value easier to understand. We cover: Why storytelling matters in SaaSHow stories improve customer engagementHow storytelling supports adoption and retentionWhy internal teams need customer stories tooHow data...
2022-03-2924 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat SaaS leaders need to know about Customer Success now - with Philipp WolfCustomer 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 SaaSWhy many companies still lack a systematic approach to CSHow customer data can improve retention and lifetime valueWhy in-product usage insights matterHow CS platforms can help teams scaleWhat...
2022-03-1529 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsThe future of Customer Success - with Guy NirpazCustomer Success continues to evolve. What started as a way to reduce churn has become a broader operating model for helping customers realise value and helping SaaS companies grow more sustainably. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Guy Nirpaz, CEO of Totango and author of Farm Don’t Hunt, to explore how Customer Success is changing and what leaders should be watching next. We cover: How Customer Success is evolving in SaaSWhy CS needs to move beyond churn preventionHow customer value connects to gr...
2022-03-0728 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow automation helps scale Customer Success - with Dickey SinghCustomer 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-sales impact. We discuss where automation can add value, including personalised business reviews, customer health, adoption, retention and expansion. We cover: How automation helps scale Customer SuccessWhy personalised engagement matters in post-salesHow automated...
2021-12-1424 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy long-term customer relationships start with support - with Mara VicenteLong-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 customer support can help build stronger long-term relationships. We cover: How support shapes customer relationshipsWhy long-term trust is built through consistent serviceHow Customer Success and Support can work togetherWhat leaders can learn from...
2021-11-2224 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow better customer language builds trustCustomer Success teams need to do more than understand the product. They need to understand how customers think, speak and measure success. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why speaking the customer’s language is critical for building trust, influencing action and helping customers achieve better outcomes. We cover: Why customer language matters in Customer SuccessHow to build stronger trusted relationshipsWhy product language often fails to resonateHow to connect conversations to customer prioritiesWhy customer outcomes need to shape the way CS teams communicateHow better communication su...
2021-09-2830 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy SaaS companies need Customer Success Operations - with Chris HickenCustomer 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 mattersHow CS Ops helps teams scaleHow better workflows improve customer engagementWhy CS teams need to focus on the right tasks and customersWhen SaaS companies should build CS Ops capabilityHow CS Op...
2021-09-2133 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsThe future of Customer Success technology - with Prithwi DasguptaCustomer 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: How Customer Success technology is changingWhere AI can support CS teamsHow predictive analytics can improve prioritisationWhy better customer data mattersHow technology can help scale Customer Success programmesHow CS tools can support retention, engagement and...
2021-08-1027 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to scale Customer Success without adding headcountCustomer Success cannot scale through headcount alone. As SaaS companies grow, they need to extend customer reach, improve consistency and deliver value more efficiently. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how to scale Customer Success without simply adding more people. We cover: Why scaling CS is not just a headcount problemHow low-touch and digital CS models can extend reachWhy content and education matter at scaleHow tools can support more efficient Customer SuccessCommon challenges when scaling CS programmesHow scalable Customer Success supports retention, expansion and growth
2021-08-0331 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to break into Customer Success - with Jared OrrCustomer 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 into Customer Success. We cover: How to build a career in Customer SuccessDifferent routes into CSWhat career changers can learn from Jared’s journeyWhy community matters in Customer Su...
2021-07-2028 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Customer Success is evolving in SaaS - with Sasi YajamanyamCustomer 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, including his work on at-scale CS programmes at ServiceNow. We cover: Where Customer Success stands todayHow Customer Success has evolvedWhy CS should be everyone’s jobWhat companies still struggle to ge...
2021-07-1329 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to turn new customers into loyal champions - with Donna WeberCustomer 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 how SaaS companies can create high-impact customer onboarding programmes. We cover: Why onboarding matters for SaaS retentionHow to reduce time to first valueWhy onboarding is...
2021-07-0632 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy customer lifetime value (CLTV) matters in SaaSCustomer 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 meansWhy CLTV matters beyond the initial saleHow long-term customer relationships drive growthHow Customer Success can improve customer lifetime valueWhy retention and expansion affect CLTVHow leaders can use CLTV to improve strategy...
2021-06-2923 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to prove the value of Customer Success - with Marty KaufmanCustomer 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 Success needs to prove its impactHow to show value to customers and internal stakeholdersWhy retention is everyone’s responsibilityHow strategy, structure, process, people, technology and metrics need to alignHow CS le...
2021-06-1536 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsMoving from sales-led to product-led growth - with Esben Friis-JensonProduct-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 meansHow SaaS companies can move from sales-led to product-ledWhy in-app onboarding mattersHow product experience can drive adoptionCommon challenges when building a PLG motionHow product-led growth supports acquisition, retention and expansion This is a practical conversation for SaaS CEOs, founders, product...
2021-04-2723 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy Customer Success strategy fails without operations - with Ross FultonA 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 support profitable growth. We cover: Why Customer Success strategy needs operational disciplineHow to align strategy, operations, technology and dataWhy many CS strategies fail during executionHow Customer Success teams can...
2021-04-2033 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to turn strategy into customer outcomes - with Marten JagersStrategy 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 alignment can help teams understand what matters, what to prioritise and how their work contributes to business results. We cover: Why strategy often fails in executionHow to connect goals...
2021-04-1335 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy SaaS companies need a Chief Customer OfficerCustomer centricity needs executive ownership. That is why more SaaS companies are creating the Chief Customer Officer role. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what a Chief Customer Officer does, why the role matters and how it fits into the wider organisation. We cover: Why SaaS companies need a Chief Customer OfficerWhat the CCO role is responsible forHow the CCO supports customer outcomesWhy customer centricity needs C-suite ownershipHow the CCO connects Customer Success, Support, Services and ExperienceHow customer leadership supports retention, expansion and growth ...
2021-04-0725 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow networking helps Customer Success professionals grow - with Jack ChoppinNetworking 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: Why networking matters in Customer SuccessHow to build your network with intentWhy professional relationships help you growHow shared learning strengthens CS capabilityHow networking can support confidence and career developmentWhat CS...
2021-03-3029 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsBuilding trust to improve retention and growth - with Chad HordenfeldtTrust 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. We cover: Why trust matters in Customer SuccessHow trust supports customer relationshipsHow outcome-focused programmes build credibilityWhy customer-centric cultures create stronger retentionHow CS teams can use technology without losing human connectionHow trusted...
2021-03-1633 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow customer journey mapping improves Customer Success - with Mike SasakiCustomer 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 improve Customer Success. We cover: Why customer journey mapping matters in SaaSHow journey maps help teams understand the customer lifecycleHow to design stronger CS services around key customer momentsWhy...
2021-03-0926 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy investors care about Customer Success - with Rav DaliwalInvestors 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-backed companies on go-to-market and post-sales strategy. We cover: Why investors care about Customer SuccessHow CS maturity affects investor confidenceWhy retention and expansion matter to SaaS valuationWhat venture-backed companies...
2021-03-0245 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy AI matters for scalable Customer Success - with Eric KadesCustomer 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 Success teams can use AI, automation and other technologies to scale customer engagement. We cover: How AI helps scale Customer SuccessWhere automation can improve customer engagementWhy human connection still mattersHow...
2021-02-1637 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Customer Success helps Sales win better dealsCustomer 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 cover: Why Sales leaders should understand Customer SuccessHow CS can support the sales processWhy better expectation-setting improves customer outcomesHow Sales and CS alignment can accelerate dealsHow stronger collaboration supports...
2021-02-0929 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy customer outcomes matter more than experience alone - with Dave Duke & Mat SweezeyCustomer 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 success and focus more clearly on performance, business impact and shared outcomes. We cover: Why customer outcomes matter more than experience aloneWhat the performance economy means...
2021-01-2726 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat customer centricity really means nowCustomer 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. We cover: What customer centricity really means nowWhy customer needs keep changingHow companies can better understand customer prioritiesWhy customer focus must show up in decisions and...
2021-01-1335 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhere Customer Success goes next - with Dan SteinmanCustomer 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 evolved, what leaders need to rethink and how SaaS companies can continue building stronger customer outcomes. We cover: How Customer Success has evolvedWhere Customer Success goes...
2020-12-1734 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Customer Success technology helps SaaS teams scale - with Adam JosephCustomer 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 mattersHow CS platforms help teams scaleWhat technology can and cannot fixHow better customer data improves decision-makingWhy Voice of the Customer matters in CS operationsHow technology supports retention, expansion and customer value ...
2020-12-1028 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsAre you measuring the wrong Customer Success metrics?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 together. We cover: How to measure Customer Success impactWhy NPS, CSAT and CES only tell part of the storyHow churn, GRR, NRR and LTV connect to CS...
2020-12-0733 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsThe Customer Success myths holding SaaS companies backCustomer 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. We cover: Common myths about Customer SuccessWhy false assumptions damage CS programmesHow stakeholder misunderstanding slows progressWhy Customer Success is not the same as supportHow to rebuild confidence when early CS efforts have struggledWhat leaders need...
2020-11-2037 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to drive adoption beyond the buyer - with Shanta BodhanThe 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 driverHow to engage end users after the saleWhy adoption needs more than executive sponsorshipHow CS teams can support behaviour changeWhy data-backed decisions help customers realise valueHow stronger user adoption...
2020-11-1119 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsBalancing product, CS and subject matter expertise - with Szuyin LeowSpecialist 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 matter expertise when building Customer Success teams. We cover: What skills Customer Success teams need in specialist SaaSHow to balance product knowledge and CS capabilityWhen subject matter expertise becomes importantWhy niche industries...
2020-11-0424 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to design customer outcome programmes - with Paul HendersonCustomer 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 building an outcome-based customer programme across 800 enterprise customers. We cover: What customer outcome programmes areWhy outcomes matter more than activityHow to design outcome-based Customer SuccessHow to align teams around customer business outcomesWhat technology vendors often get...
2020-10-2343 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy customers misunderstand Customer SuccessCustomer 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 the value of Customer Success clearer. We cover: Why customers often misunderstand Customer SuccessHow to explain what CS means for the customerWhy Customer Success should start...
2020-09-3039 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsCustomer Success as a company-wide operating modelCustomer 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 companies struggle when CS is treated as one team’s responsibility. We cover: Why Customer Success is not just a departmentHow customer outcomes need company-wide ownershipWhy isolated CS te...
2020-09-1625 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow customer feedback drives SaaS growth - with Laura CulbertsonCustomer 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 into practical decisions that improve the business. We cover: Why customer feedback matters for SaaS growthHow to turn customer insight into actionWhy Voice of the Customer should influence strategyHow feedback...
2020-08-2131 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy Change Management matters in Customer SuccessBuying 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 SaaSHow customer change affects adoption and valueWhy software implementation alone is not enoughHow CS teams can help customers manage changeWhat individuals and organisations need to adopt new ways of workingWhy Change Management supports retention...
2020-08-1229 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsThe human side of Customer SuccessCustomers are not just accounts, segments or personas. They are people with motivations, pressures, fears and goals. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why customer psychology matters in Customer Success and how understanding people more deeply can improve customer engagement, adoption and value. We cover: Why customer psychology matters in SaaSHow personal motivations shape customer behaviourWhy organisational goals and individual needs do not always matchHow trust, confidence and fear affect adoptionWhat CS teams can do to understand customers betterHow better customer understanding supports retention and...
2020-07-0334 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow customer focus drives sustainable business growth - with Chris Adlard & Daniel BausorSustainable growth starts with the customer. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chris Adlard and Daniel Bausor, authors of The Customer Catalyst: How to Drive Sustainable Business. They discuss how companies can put customers at the heart of the business and use customer focus as a catalyst for stronger, more sustainable growth. We cover: Why customer focus drives sustainable growthWhat it means to operate in the customer economyHow CEOs can lead customer-centred changeWhy customer experience needs to influence business strategyHow to move from...
2020-05-0548 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow commercial Customer Success drives SaaS growthCustomer Success is close to the customer. But should it also own commercial outcomes? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how commercial a Customer Success organisation should be and where renewals, cross-sell and upsell should sit. They discuss the tension between trusted advisor status and revenue responsibility, and why SaaS companies need clearer ownership around customer growth. We cover: How commercial Customer Success should beWho should own renewals, cross-sell and upsellWhy trusted advisor status can create tensionHow commercial responsibility affects customer relationshipsWhat more...
2020-04-2337 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Marketing and Customer Success drive retention together - with Marty KaufmanMarketing should not stop at acquisition. In SaaS, Marketing and Customer Success can work together to influence existing customers, improve retention and create more scalable customer engagement. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Marty Kaufman, founder and principal at Infinipoint, to explore how Marketing and Customer Success can collaborate more effectively. We cover: Why Marketing and Customer Success need stronger alignmentHow marketing can support retention and customer growthWhat 1:many customer influence looks likeHow CS insights can improve customer messagingWhy customer communication needs structure...
2020-04-1538 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to build Customer Success into a SaaS business from the startCustomer Success is often added too late. By the time churn appears, expectations are already misaligned, onboarding is inconsistent and customer value is harder to prove. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why SaaS founders and CEOs should build Customer Success into the business from the beginning. We cover: Why Customer Success should not be an afterthoughtHow early-stage companies can build CS from day oneWhy customer outcomes matter to founders, customers and investorsWhat startups often get wrong in the early stagesHow to design Customer Success...
2020-04-0624 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to succeed in your first year in Customer Success - with Kellie LucasThe first year in Customer Success can shape everything that follows. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Kellie Lucas, author of The Customer Success Pioneer, to explore how CS professionals and leaders can succeed in their first 12 months. Kellie shares practical lessons on how to build confidence, create impact and avoid common mistakes early in the Customer Success journey. We cover: How to succeed in your first year in Customer SuccessWhat new CS professionals and leaders need to prioritiseCommon mistakes to avoid early...
2020-03-3034 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhere Customer Success should sit in a SaaS organisationCustomer Success is not just a team. It is a company-wide responsibility. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore where Customer Success should sit inside a SaaS organisation and why customer outcomes need wider ownership across the business. They discuss why many companies still treat Customer Success as a function rather than an operating model, and what needs to change at C-suite and leadership level. We cover: Where Customer Success should sit in the organisationWhy Customer Success is not just a departmentHow leadership teams...
2020-03-0938 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Customer Success leaders can create more valueCustomer Success has matured, but many CS programmes still do not deliver their full value. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what Customer Success leaders need to do next to build stronger, more valuable and more commercially relevant CS organisations. They discuss the trends they were seeing across the market and the leadership shifts needed to move Customer Success beyond activity, relationships and good intentions. We cover: Why Customer Success still needs to matureWhere CS programmes often fall shortHow leaders can create more customer valueWhy...
2020-01-2735 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy proactive Customer Success protects customer valueCustomer Success often starts in reactive mode. Teams are fighting fires, handling escalations and responding to issues as they appear. But if SaaS companies want customers to achieve meaningful outcomes, Customer Success needs to become more proactive and eventually more predictive. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how CS teams can move from reactive support to proactive customer engagement. We cover: Why Customer Success often starts reactivelyHow CS teams can become more proactiveWhat predictive Customer Success looks likeHow customer lifecycle, engagement and behaviour...
2019-12-1736 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Product and Customer Success alignment improves SaaS growth - with Abby HammerProduct and Customer Success need to work from the same customer truth. When they are aligned, SaaS companies can build better products, improve adoption and create stronger customer outcomes. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Abby Hammer, VP of Customer Success and Head of Product at ChurnZero, to explore why Product and Customer Success alignment matters. We cover: Why Product and Customer Success alignment mattersHow CS can bring customer insight into product decisionsWhy product strategy needs real customer contextHow better alignment improves adoption...
2019-12-1638 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy product-led Customer Success matters in SaaS - with Dave JacksonCustomer Success becomes more scalable when the product itself helps customers succeed. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dave Jackson, CEO of TheCustomer.Co, to explore the idea of product-led Customer Success and why SaaS companies need to rethink how products contribute to customer outcomes. Dave shares lessons from building one of the UK’s early SaaS companies and his perspective on how customer-focused organisations create more sustainable growth. We cover: What product-led Customer Success really meansWhy products should help drive customer outcomesHow pr...
2019-12-0238 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow product-led Customer Success drives SaaS growthCustomer Success should not feel like an add-on to the product. The strongest SaaS companies build customer success into the product experience from the start. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore product-led Customer Success and how SaaS companies can use the product itself to help customers adopt, succeed and grow. We cover: What product-led Customer Success meansWhy CS should be built into the product experienceHow products can guide customers towards valueWhy people-intensive CS models are hard to scaleHow Product and CS teams need to work...
2019-11-2146 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsBuilding Customer Success with integration and channel partnersCustomers rarely experience your product in isolation. They often work across multiple platforms, vendors, partners and Customer Success teams. That makes alignment harder, but more important. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies can align Customer Success with integration partners, channel partners and other vendors involved in the customer’s wider value chain. We cover: Why partner alignment matters in Customer SuccessHow customers experience multiple vendors and CS teamsWhy integration partners affect customer outcomesHow to reduce confusion across the customer journeyHow VARs and ch...
2019-10-1530 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy Customer Success is the new SaaS growth battlegroundCustomer Success is no longer a nice-to-have. For SaaS companies, the ability to help customers achieve outcomes has become a competitive battleground for retention, expansion and growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how Customer Success can become a real growth engine. We cover: Why Customer Success is central to SaaS growthHow CS services can become a competitive differentiatorWhy customer outcomes influence renewals and expansionHow to build scalable Customer Success servicesHow to position CS during the sales processWhat vendors need to prove to win and...
2019-09-1751 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat it takes to transform Customer Success - with Mona YoastCustomer Success teams need to keep improving as customer expectations rise. What worked in the early stages does not always work as the organisation grows, the customer base changes and the pressure to prove value increases. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Mona Yoast, VP of Educator Success at Learning Ally, to explore how leaders can improve and transform Customer Success teams. We cover: How to improve your Customer Success teamWhat Customer Success transformation really involvesWhy customer expectations keep risingHow leaders can build...
2019-08-2639 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow to mature your Customer Success teamCustomer Success teams often start with energy, customer focus and good intentions. But as the business grows, the team needs more structure, clearer processes and stronger ways to deliver value consistently. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lawton Ursrey, VP of Customer Success at UserIQ, to explore how SaaS companies can mature their Customer Success teams. We cover: What Customer Success maturity really meansHow growing CS teams move beyond reactive supportWhy structure and process matter as teams scaleHow to deliver more consistent customer...
2019-08-2633 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsDoes Customer Success need domain expertise?What matters more in Customer Success: CS expertise or domain expertise? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the strengths and trade-offs of both approaches. They discuss whether Customer Success professionals need deep industry knowledge, or whether broader CS experience across different sectors can bring more value when positioned properly. We cover: The difference between CS expertise and domain expertiseWhen domain knowledge really mattersWhy broader Customer Success experience can be valuableWhat SaaS companies should look for when hiring CS talentHow CS leaders can balance industry knowledge...
2019-08-1355 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow digital Customer Success helps SaaS teams scaleNot every customer needs the same Customer Success model. Some need high-touch support. Others need a more scalable, digital experience that still helps them adopt, succeed and realise value. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore tech-touch and digital Customer Success, and how SaaS companies can use segmentation to scale customer engagement more effectively. We cover: Why customer segmentation matters in Customer SuccessWhen low-touch and tech-touch models make senseHow digital CS can help SaaS teams scaleWhy one-size-fits-all Customer Success does not workCommon challenges when building tech-touch...
2019-07-2447 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Customer Success builds trusted customer relationships - with Sue FarranceTrust is one of the foundations of Customer Success. Without it, adoption slows, conversations become harder and customers are less likely to see the value they expected. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Sue Farrance, Head of Customer Success at Signable, to explore how Customer Success teams can build trusted relationships with customers. Sue shares how she built a Customer Success programme from scratch, hired CS talent in a different way and focused her team’s actions around earning customer trust. We co...
2019-07-0130 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy customer adoption drives SaaS growthCustomer adoption does not happen automatically after onboarding. Users need to engage. Stakeholders need to support the change. The wider organisation needs to embed new ways of working. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies can accelerate user adoption, stakeholder adoption and organisational adoption. We cover: Why adoption is critical after onboardingHow user adoption and engagement drive customer valueWhy stakeholder support mattersHow organisational adoption creates lasting changeWhat slows adoption down inside customer organisationsPractical ways SaaS teams can help customers adopt faster This...
2019-06-1848 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy Customer Success needs the right technology stackCustomer Success needs more than good people and strong processes. Technology matters too. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how Customer Success technology helps SaaS teams manage customers, scale engagement and deliver more consistent value. They discuss where technology fits across the customer lifecycle, including Customer Success platforms, onboarding tools, adoption tracking, product analytics, task management and project management. We cover: Why technology matters in Customer SuccessHow Customer Success platforms support scaleWhere onboarding and adoption tools fitWhy product data improves customer insightHow technology...
2019-05-1442 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhy we started Breakthrough SaaS Growth (The Jasons)Meet Jason Noble and Jason Whitehead, the two hosts behind Breakthrough SaaS Growth with The Jasons. In this short introduction, Jason Noble from the UK and Jason Whitehead from the US share why they started the podcast, what brought them into Customer Success and why they are passionate about helping customers succeed with technology. The show began with a simple idea: encourage bolder, better Customer Success. Today, Breakthrough SaaS Growth is focused on helping SaaS leaders improve retention, expansion, customer value and growth across the whole business. We cover: Who...
2019-05-0709 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Customer Success drives SaaS revenueCustomer Success has a commercial role to play. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the financial impact of Customer Success in SaaS businesses. They discuss how effective Customer Success programmes can influence retention, expansion, customer lifetime value and overall revenue performance. We cover: Why Customer Success has commercial impactHow CS supports retention and expansionWhy SaaS companies need to connect CS to financial performanceHow customer outcomes influence revenueWhat leaders should measure beyond activityWhy Customer Success needs to prove business value This is a practical episode...
2019-04-2051 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow trusted customer relationships drive SaaS growthCustomer relationships are not soft. In SaaS, trust affects adoption, retention, expansion and long-term growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how Customer Success and Account Management teams can build stronger, more trusted relationships with customers. They discuss what makes customer relationships work, why trust takes deliberate effort and where teams often get it wrong. We cover: Why trusted relationships matter in SaaSHow trust supports retention and expansionWhat strong customer partnerships look likeHow to build relationships with busy stakeholdersCommon mistakes that weaken customer...
2019-03-2750 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow better onboarding improves SaaS retentionCustomer onboarding sets the tone for the entire relationship. When it works, customers reach value faster, build confidence and create momentum for long-term success. When it fails, customers lose trust before they have even had the chance to properly adopt the product. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies can design, build and deliver a stronger customer onboarding programme. We cover: Why customer onboarding matters in SaaSHow onboarding reduces time to first valueWhy quick wins build customer confidenceHow onboarding supports adoption...
2019-02-131h 03Breakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsHow Sales and Customer Success alignment drives SaaS growthSales and Customer Success alignment is one of the biggest drivers of post-sale growth. When the two teams are misaligned, customers feel it quickly. Expectations drift, handovers weaken and the customer journey starts with avoidable confusion. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Sales and Customer Success alignment matters and what SaaS companies can do to improve it. We cover: Why Sales and Customer Success alignment mattersHow poor handovers damage customer outcomesWhy customer expectations need to be set before the sale closesHow Sales and CS...
2019-01-251h 03Breakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat customer centricity really means in SaaSCustomer centricity is easy to say. It is much harder to build into how a company actually works. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what it really means to be customer centric and why so many businesses struggle to make it practical. They discuss different views of customer centricity, the business case for putting customers at the centre of decision-making and the challenges leaders face when trying to move from intent to execution. We cover: What customer centricity really meansWhy customer centricity matters...
2019-01-2554 minBreakthrough SaaS Growth with The Jasons
Breakthrough SaaS Growth with The JasonsWhat great Customer Success leadership looks likeGreat Customer Success leadership is not just about managing a CS team. It is about building the capability, culture and operating model that helps customers achieve value and helps the business grow. In the very first episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what strong global Customer Success leadership looks like. We discuss the challenges CS leaders need to address, the qualities that separate great leaders from average ones and how companies can develop stronger Customer Success leadership talent. We cover: What great Customer Success leadership...
2019-01-2552 min