Why Customer Success Must Become More Commercial - with Jay Nathan
- E98
- 33:20
- June 10th 2026
Customer Success is under pressure to demonstrate its contribution to retention, expansion and profitable growth.
Jay Nathan joins Jason Noble and Jason Whitehead to discuss whether the function and even its name need to evolve.
You’ll learn how AI and market pressure are changing the CS operating model and how companies can remain customer-centred while becoming more commercially accountable.
Jay’s newsletter: https://www.chiefcustomerofficer.io/
🌐 Visit Breakthrough SaaS Growth:
https://breakthroughsaasgrowth.com/
Subscribe for practical conversations with SaaS leaders, founders and operators on what it really takes to build and grow successful SaaS businesses.
#ArtificialIntelligence #AI #SaaS #BusinessStrategy #Leadership #Automation #DecisionMaking #CustomerSuccess #Retention #Churn
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.