How Customer Success Is Evolving Beyond Churn Prevention - with Guy Nirpaz
- E63
- 28:11
- June 4th 2026
Customer Success began as a way to reduce churn but it has developed into a broader operating model for customer value and growth.
Guy Nirpaz joins Jason Noble and Jason Whitehead to explore where the discipline is heading.
You’ll learn why CS must move beyond churn prevention, how modular technology can support different customer needs and what SaaS leaders should build for the next stage of customer-led growth.
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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.