The future of Customer Success - with Guy Nirpaz
- E63
- 28:11
- March 7th 2022
Customer Success continues to evolve.
What started as a way to reduce churn has become a broader operating model for helping customers realise value and helping SaaS companies grow more sustainably.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Guy Nirpaz, CEO of Totango and author of Farm Don’t Hunt, to explore how Customer Success is changing and what leaders should be watching next.
We cover:
- How Customer Success is evolving in SaaS
- Why CS needs to move beyond churn prevention
- How customer value connects to growth
- What future CS trends leaders should understand
- Why modular CS technology matters
- How SaaS companies can build stronger customer growth models
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want to understand where Customer Success is heading and how to build for what comes next.
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.