What Customer Success leaders need to change now - with Jamie Bertasi
- E82
- 25:24
- December 20th 2022
Customer Success is changing fast.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jamie Bertasi, President and COO of Totango and former Chief Customer Officer, to discuss what Customer Success leaders need to rethink as expectations around retention, onboarding, customer value and growth continue to rise.
Jamie shares her perspective on how SaaS companies can build stronger customer organisations, align go-to-market teams and create better experiences for customers and partners.
We cover:
- How Customer Success is changing in SaaS
- Why retention and customer value matter more than ever
- How onboarding influences long-term growth
- Why GTM and Customer Success teams need stronger alignment
- What high-performing customer organisations do differently
- How leadership, culture and execution shape CS performance
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and GTM teams who want to build stronger customer organisations and drive more 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.
Subscribe and explore more at breakthroughsaasgrowth.com.