Why customers misunderstand Customer Success
- E32
- 39:05
- September 30th 2020
Customer Success should matter to customers.
But often, they do not really understand what it means.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore whether Customer Success means anything to customers and why the term is often misunderstood.
They discuss why customers may see CS as support, account management or sales, and what SaaS companies can do to make the value of Customer Success clearer.
We cover:
- Why customers often misunderstand Customer Success
- How to explain what CS means for the customer
- Why Customer Success should start with the customer’s definition of success
- How CS differs from support and sales
- Why alignment matters early in the relationship
- How clearer Customer Success expectations improve value, retention and growth
This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and customer-facing teams who want customers to understand what Customer Success is really there to help them achieve.
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.
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