Has Customer Success lost focus on customer value - with David Karp
- E114
- 32:09
- February 10th 2026
Has Customer Success lost sight of customer value?
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by David Karp, a seasoned post-sales leader, to explore whether Customer Success has drifted away from its original purpose.
Customer Success was never meant to be a reactive support layer, a renewal defence team or a reporting function.
It was meant to help customers achieve meaningful outcomes and create value they could recognise, measure and defend.
We discuss what needs to change if CS is going to become more strategic, accountable and commercially relevant inside SaaS companies.
We cover:
- Why Customer Success may have drifted from its original purpose
- How CS can refocus on customer impact and value
- Why empathy still matters, but cannot replace accountability
- How stronger internal alignment improves customer outcomes
- Why shared responsibility matters across Sales, CS, Product and leadership
- What post-sales teams need to do to become stronger growth partners
This is a practical conversation for SaaS CEOs, CCOs, CROs and Customer Success leaders who want CS to create measurable customer value, not just manage customer relationships.
Breakthrough SaaS Growth with The Jasons
SaaS growth isn’t owned by a single team - it’s a cross-functional sport. Each week, hosts Jason Noble (UK) and Jason Whitehead (US) dig into what actually drives sustainable growth across product, pricing, onboarding & adoption, customer success, sales, marketing, finance, and leadership. Expect candid conversations, practical playbooks, and board-level perspectives on topics like AI (beyond the hype), data quality & trust, in-product guidance, value realization, renewals, expansion, and customer experience. You’ll hear from founders, investors, product and revenue leaders who’ve built real results - not just slideware.
Formerly known as The Jasons Take On, the show has evolved to reflect a broader mission: turning insight into action that breaks through silos and accelerates SaaS growth. Same Jasons. Bigger vision. Sharper takeaways.
Subscribe and explore more at breakthroughsaasgrowth.com.