How strategic Customer Success drives SaaS growth - with Jay Nathan
- E85
- 38:03
- March 23rd 2023
Strategic Customer Success is not about having better meetings.
It is about helping customers make better decisions, realise value and grow over time.
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 explore what strategic behaviour really means in Customer Success.
Jay shares lessons from building, leading and scaling post-sale teams across B2B SaaS businesses, including how CS leaders can create stronger customer value, improve retention and support revenue growth.
We cover:
- What strategic Customer Success really means
- How strategic behaviour improves customer outcomes
- Why CS needs to move beyond activity and relationship management
- How post-sale teams can support retention and expansion
- What it takes to scale Customer Success across different customer segments
- How CS leaders can connect customer value to business growth
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and post-sale teams who want Customer Success to become more strategic, commercial and valuable.
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.