Customer-led growth is not a slogan.

It is a different way of building sustainable SaaS revenue.

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

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

We cover:

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

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

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

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

Commercial 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 cover:

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

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

Listen to the SaaS Therapy podcast:

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

AI agents are no longer just assistants. They are starting to become real users of software.

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

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

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

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

🌐 Web

🎙️ Apple podcast

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

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

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

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

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

Connect with Nick on LinkedIn

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

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

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

Learn more: https://thecustomer.co

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

Is AI killing SaaS, or is it exposing products that were always more convenience than substance?

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

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

But not every SaaS business is equally exposed.

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

We discuss:

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

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

Is Customer Success still the right term for what SaaS companies need now?

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

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

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

We cover:

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

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

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

The Jasons Take On has become Breakthrough SaaS Growth with The Jasons.

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

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

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

The name has changed.

The mission is sharper.

We cover:

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

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

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

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