Why customer adoption is the real SaaS growth engine
- E110
- 28:31
- November 18th 2025
Customer adoption is not training.
Training helps people understand the product. Adoption changes how people work.
In this episode of Breakthrough SaaS Growth, Jason Noble interviews co-host Jason Whitehead about the career-defining moment when his boss at Texas Instruments told him:
"If we can’t get people to use the system and prove value, we don’t need it - or you."
That moment shaped Jason’s view of adoption, value and what B2B SaaS companies often get wrong after the sale.
We explore why customer adoption is one of the biggest drivers of retention, expansion and SaaS growth, and why many vendors still treat it as a training problem rather than a business change problem.
We cover:
- Why customer adoption is not the same as training
- How adoption drives retention, expansion and customer value
- Why SaaS vendors often get adoption wrong
- What a real adoption programme looks like across the customer lifecycle
- How to bring adoption into the sales process
- How to de-risk large implementations
- How to move customers from "we bought the tool" to "we changed how we work"
This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and implementation teams who want customers to realise value faster and turn adoption into a real growth engine.
Links mentioned:
Free User Adoption training for SaaS leaders: https://schain.work/AdoptionTraining
Adopt Chain programme: https://schain.work/AdoptChain
Jason’s site: https://www.jasonwhitehead.me/
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.