What Customer Success excellence really looks like - with Alex Farmer
- E89
- 36:09
- December 6th 2023
Customer Success excellence is not about awards, slogans or good intentions.
It is about building post-sale teams that reduce churn, increase growth and create measurable customer value.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alex Farmer, founder and CEO of Customer Success Excellence, to explore what great Customer Success really looks like in SaaS.
Alex shares his perspective from building post-sale teams in high-growth B2B SaaS companies and from creating the world’s first awards event dedicated to the Customer Success profession.
We cover:
- What Customer Success excellence really means
- How great CS teams reduce churn and drive growth
- Why post-sale teams need clearer commercial impact
- What separates strong CS teams from average ones
- How Customer Success is evolving as a profession
- Why recognition matters for the CS community
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and post-sale teams who want CS to create measurable value and support sustainable growth.
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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