Why Customer Success is still failing SaaS companies - with Dave Jackson
- E93
- 33:05
- March 19th 2024
Customer Success has become central to SaaS growth.
But many companies are still struggling to make it work properly.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dave Jackson, founder and CEO of TheCustomer.Co and author of Customer Led Growth, to discuss the biggest challenges facing Customer Success today.
The conversation explores why Customer Success often fails to deliver its full commercial impact and what needs to change if SaaS companies want stronger retention, expansion and profitable growth.
We cover:
- Why Customer Success still struggles inside many SaaS companies
- What leaders often misunderstand about customer focus
- Why CS needs to connect more clearly to financial performance
- How customer-led growth changes the way companies operate
- What CEOs and investors should expect from Customer Success
- Why profitable growth depends on stronger customer value
This is a practical conversation for SaaS CEOs, investors, CCOs, CROs and Customer Success leaders who want Customer Success to drive measurable growth, not just manage relationships.
Connect with Dave Jackson on LinkedIn: https://www.linkedin.com/in/davidjacksonuk
Learn more: https://thecustomer.co
Dave’s free ebook on Product-Led Customer Success: https://thecustomer.co/2018/07/17/product-led-cs-ebook/
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.