Why AI is putting SaaS retention under pressure - with Josh Schachter
- E117
- 32:00
- March 24th 2026
Is AI making SaaS churn worse, or is it exposing weak customer value that was already there?
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Josh Schachter, SVP of AI Strategy & Market Development at Gainsight and host of the Unchurned podcast, to explore what is really putting SaaS retention under pressure.
The conversation covers why AI is changing customer expectations, how build versus buy is becoming a bigger threat and why tighter financial scrutiny is changing renewal conversations.
We also discuss what Customer Success needs to do differently if it wants to protect GRR, improve retention and remain commercially relevant in the AI era.
We cover:
- Whether AI is increasing churn risk or exposing weak value
- Why build versus buy is becoming a bigger issue for SaaS vendors
- How CFO scrutiny is changing renewal conversations
- Why GRR is under pressure
- What Customer Success must do differently to protect retention
- How SaaS leaders can prove value more clearly in the AI era
This is a practical conversation for SaaS CEOs, CROs, CCOs, Customer Success leaders and revenue teams trying to understand what really threatens retention and what to do about it.
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.