Has Customer Success Lost Focus on Customer Value - with David Karp
- E114
- 32:09
- February 10th 2026
Customer Success was created to help customers achieve valuable outcomes. In many SaaS companies it has gradually become a mixture of reactive support, renewal defence and internal reporting.
When Customer Success loses focus on customer value, retention and post-sales growth become harder to protect.
David Karp joins us to explore whether CS has drifted away from its original purpose and what leaders should do about it.
You will learn how Customer Success can become more accountable for customer outcomes, why empathy cannot replace commercial responsibility and how stronger GTM alignment improves customer value.
We also discuss shared ownership across Sales, Customer Success, Product and leadership.
Connect with David:
https://www.linkedin.com/in/davidalankarp/
🌐 Visit Breakthrough SaaS Growth:
https://breakthroughsaasgrowth.com/
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Breakthrough SaaS Growth
Breakthrough SaaS Growth is about how SaaS companies keep customers, grow revenue and prove value in the AI era.
Hosted by Jason Noble in the UK and Jason Whitehead in the US, the show explores the commercial problems behind sustainable SaaS growth: retention, expansion, churn, customer value, Customer Success, GTM alignment and AI.
Some episodes are the two Jasons breaking down what they’re seeing in the market. Others feature SaaS founders, CEOs, CROs, Customer Success leaders and operators sharing what is actually working inside their businesses.
Expect practical conversations about why customers churn, how SaaS companies prove value, where expansion really starts and how AI is changing the way software is bought, used and valued.
No hype. No theory for theory’s sake.
Just practical thinking about how SaaS companies keep and grow customers.