Is Customer Success facing an identity crisis? In this bold, thought-provoking episode of The Jasons Take On, co-hosts Jason Noble and Jason Whitehead dive deep into the core challenges facing CS today. From misalignment across internal teams to confusion among customers, the Jasons explore how the term "Customer Success" has become diluted, misunderstood, and often misused.

They tackle hard questions: Who really owns the customer? Should CS be responsible for revenue? Is it time to rebrand the entire function? And how can CS leaders shift from reactive support to being true commercial drivers of growth and outcomes?

This no-holds-barred conversation will challenge your assumptions and inspire CS leaders to rethink, reframe, and boldly lead their organizations into the future.

Is Customer Success as we know it broken—or simply overdue for bold reinvention? In this no-holds-barred episode, Jason Noble and Jason Whitehead confront the growing wave of skepticism around CS in B2B SaaS. From mass layoffs to AI reshaping engagement models, we explore whether traditional CS roles and processes are still relevant. The Jasons dive deep into why many CS teams have become reactive, why internal metrics like NPS aren't cutting it, and what it really means to deliver measurable customer value. Tune in for provocative insights, a call for visionary leadership, and a bold challenge to rethink your CS strategy for the next era of customer growth.

Join hosts Jason Noble and Jason Whitehead on this engaging podcast episode as they explore the transformative role of AI in technology and customer success. They discuss practical ways AI can enhance B2B SaaS growth by improving efficiency, reducing churn, and enhancing customer engagement. Discover insights on integrating AI into business strategies, the challenges of adoption, and staying competitive in the evolving tech landscape.

In this episode of Jason's Take On podcast, hosts Jason Whitehead and Jason Noble explore the evolving concept of customer centricity in 2025.

We discuss how advancing technologies, shifting customer expectations, and economic pressures are reshaping business strategies.

The conversation highlights the importance of delivering value at all stages of the customer journey and moving beyond lip service to practical actions.

In this episode, Jason Noble and Jason Whitehead discuss the often overlooked topic of managing customer exits in SaaS businesses.

They delve into the significance of handling departures effectively and its impact on company reputation and future engagements.

The podcast highlights how companies can develop structured approaches to customer exits, ensuring positive experiences and learning opportunities for all parties involved.

With emphasis on long-term growth and customer retention, we provide insights into creating win-win scenarios for businesses and departing customers.

Join hosts Jason Noble and Jason Whitehead as they discuss the evolving landscape of customer success with industry leader Jay Nathan. This episode explores whether customer success is an outdated term and how businesses can adapt to changing market dynamics. With insights into AI's role and strategic alignment, listeners gain a comprehensive view of the future challenges and opportunities in customer success. Jay Nathan shares his expertise in B2B SaaS and offers ideas on how companies can remain profitable through customer-centered strategies.

About Jay Nathan:

I’m an entrepreneur and tech executive passionate about growing businesses, building high-performing teams, and delivering value for customers. Over the past 20+ years I’ve built and led post-sales customer success, professional services, support, and account management teams across a range of companies—from bootstrapped startups to publicly traded enterprises, $1M to $600M in ARR. My expertise lies in driving customer retention, expansion, and channel-led growth. I publish a weekly newsletter for customer success and sales execs at https://www.chiefcustomerofficer.io/

Welcome back to another episode of The Jasons Take On, where we explore key topics shaping the world of Customer Success, growth, and leadership.

Today, we’re tackling an incredibly timely topic: How coaching helps build resilience in the workplace. In today’s fast-paced, ever-evolving environment, resilience is a crucial factor in both personal and professional success.

Whether you’re navigating customer churn, market volatility, or internal challenges, having the resilience to adapt and overcome is key.

We’re thrilled to be joined today by Summie Yeung, a coach who specializes in helping multicultural professionals align their career paths with their identities, without feeling like outsiders or cultural clichés. Before becoming a coach, Summie had an impressive career in tech consulting and advisory services. She held high-end roles as a business analyst and product manager, and she was on my team at Creator, where she consistently demonstrated her knack for leadership and problem-solving. Now, through her 1:1 and group coaching programs, she’s empowering clients to embrace their unique backgrounds while excelling in their professional lives.

You can learn more about her work at summieyeung.com.

 In this episode of The Jasons Take On, we are exploring a transformative concept that’s reshaping how companies drive sustainable growth: "Customer Led Growth."

This approach emphasizes putting the customer at the heart of your growth strategy, focusing on maximizing customer lifetime value and turning satisfied customers into your most powerful advocates.

Joining us today is a true pioneer in the Customer Success space, Edward Chiu, the co-CEO of Totango + Catalyst. Edward's journey in Customer Success began with building the customer success organization from scratch at DigitalOcean. He later co-founded Catalyst, where he spearheaded the creation of the customer growth platform category. Now, as the co-CEO of Totango + Catalyst, Edward is at the forefront of helping businesses protect and grow revenue by ensuring that customers experience recurring value throughout their entire post-sale lifecycle. We’re thrilled to have him on the show to share his insights on Customer Led Growth.

Join this episode of The Jasons Take On.. where we are joined by Casey Trujillo and Todd Kirk, co-hosts of the "SaaS Therapy" podcast.

In this episode, we talk about building commercially confident teams.

SaaS Therapy Podcast

Check out the SaaS Therapy Podacast Here: https://www.brainstorminc.com/saastherapy

About Our Guests:

Casey Trujillo:

Casey applies over 20 years of technology experience to help organizations and individual users change the way they work with technology.

In his work with the Fortune 100, Casey is consistently on the road delivering workshops each year to help executive teams see that technology can help speed up their biggest initiatives.

As a change management practitioner, Casey brings a unique approach to solve a problem hitting every organization: the cost of unused software. 

When he has down time you can see him trying to achieve his goal to dunk a basketball, run a 5-minute mile and prove to his sons that his glory days are ahead of him and not behind him!

Todd Kirk:

Todd has over a decade of experience supporting enterprise customers in adopting new technologies.

He started as a project manager, coordinating professional services. Later, he became an advisor and coach training senior leaders in large corporations.

Todd’s team developed the first scaled technology adoption solution of its kind. His expertise includes Content Strategy, Customer Onboarding, Product Management, Video Production, Webinars, Live In-Person Training, and Strategic Partnerships.

Todd, originally from Southeast Texas, now lives in Pleasant Grove, UT, where he continues to explore insights into organizational software success and failure. 

In this insightful episode, co-hosts Jason Noble and Jason Whitehead are joined by customer success veteran Dan Gianfreda to delve into the transformation from reactive to proactive customer success. Dan shares his wealth of experience working across sales, marketing, customer success, and operations to set better customer expectations, gain commitment to success, and build strong relationships with customer executives.

Discover the critical importance of involving not just the software executive sponsor but also getting the CFO and CEO on board to see the value in the software investment. This approach is key to securing continued funding for renewals and expansions. Tune in for actionable strategies and expert advice to elevate your customer success game.

ABOUT DAN GIANFREDA:

Dan Gianfreda is the Chief Revenue Officer for DeepStream Technologies, a scale-up e-sourcing solution provider. With 11 years of experience in B2B SaaS, predominantly in procurement tech, Dan has held several key roles including Sales and Marketing Director, Senior Director of Customer Success, and Chief Customer Officer. He also owns a SaaS consultancy, Batteries Included, focused on customer success optimization and go-to-market strategies. Dan is dedicated to aligning sales, marketing, and operations to create a seamless customer journey and drive significant business outcomes. His passion for building lasting relationships with customer executives ensures organizations see the full value of their software investments.

Contact Dan at: http://www.batteriesincluded.biz