Should Customer Success Teams Hire for Domain Expertise or CS Skills?
- E12
- 55:02
- August 13th 2019
Should SaaS companies hire CSMs for their Customer Success capability or their knowledge of the customer’s industry?
In this episode, Jason Noble and Jason Whitehead examine the strengths and limitations of both approaches.
You’ll learn when domain expertise becomes essential, when broader CS experience adds more value and how leaders can build teams with the right balance of commercial, customer, product and industry knowledge.
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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.