Why SaaS growth needs a long-term customer strategy - with Jay Nathan
- E88
- 43:42
- August 21st 2023
SaaS growth is not won in one renewal cycle.
It comes from long-term customer value, stronger relationships and a clear operating model for retention and expansion.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jay Nathan, CCO at Higher Logic and co-founder of Gain Grow Retain, to discuss what it means to play the long game in Customer Success.
Jay shares his perspective on building, leading and scaling post-sale teams that help customers realise value over time while also supporting durable revenue growth.
We cover:
- Why long-term customer value matters in SaaS
- How Customer Success supports retention and expansion
- Why leaders need to think beyond the next renewal
- What it takes to build scalable post-sale teams
- How customer strategy changes across company stages
- Why durable growth needs more than short-term revenue pressure
This is a practical conversation for SaaS CEOs, CCOs, CROs and Customer Success leaders who want to build growth through customers who stay, expand and succeed.
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.