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.