Why AI Is Putting SaaS Retention Under Pressure - with Josh Schachter
- E117
- 32:00
- May 29th 2026
AI is changing customer expectations, increasing build-versus-buy pressure and making it easier for buyers to question whether a SaaS product still provides enough value.
At the same time, CFO scrutiny is making every renewal harder to defend. Weak customer value is now showing up as churn and pressure on GRR.
Josh Schachter, SVP of AI Strategy and Market Development at Gainsight, joins us to explore what is really threatening SaaS retention.
You will learn how AI is changing renewal conversations, why customer value must be made more visible and what Customer Success teams need to do differently to protect retention.
We also discuss churn risk, commercial relevance and how SaaS leaders can improve value proof in the AI era.
Connect with Josh: https://www.linkedin.com/in/jschachter/
🌐 Visit Breakthrough SaaS Growth:
https://breakthroughsaasgrowth.com/
Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.
#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn
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.