How Customer Success must evolve - with Jay Nathan
- E98
- 33:20
- December 3rd 2024
Is Customer Success still the right term for what SaaS companies need now?
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jay Nathan to explore the future of Customer Success and whether the function needs to evolve for the next stage of SaaS growth.
They discuss how market pressure, AI, profitability expectations and changing customer needs are forcing companies to rethink the role of CS.
The conversation explores what needs to change if Customer Success is going to remain relevant, commercial and genuinely valuable to customers and the business.
We cover:
- Whether Customer Success is still the right term
- How CS needs to evolve in B2B SaaS
- Why retention, expansion and profitability matter more now
- Where AI changes the CS operating model
- Why strategic alignment matters across post-sales teams
- How companies can stay customer-centred while improving growth
This is a practical conversation for SaaS CEOs, CCOs, CROs, Customer Success leaders and post-sales teams thinking about the future of CS, customer value and profitable growth.
Jay’s newsletter: https://www.chiefcustomerofficer.io/
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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