How Product and Customer Success alignment drives SaaS growth - with Jennifer Chiang
- E91
- 27:05
- December 19th 2023
Product and Customer Success often see the same customer problem from different angles.
When they work together, SaaS companies build better products, improve adoption and create stronger customer outcomes.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jennifer Chiang, author of The Startup’s Guide to Customer Success, to explore how Product and Customer Success teams can align more effectively.
Jennifer shares lessons from building Customer Success teams and working in product management, including how startups can use customer insight, analytics and empowerment to create more customer-centric operating models.
We cover:
- Why Product and Customer Success alignment matters
- How CS can bring better customer insight into product decisions
- Why customer feedback needs structure, not noise
- How analytics can improve customer and product decisions
- What startups often get wrong about Customer Success
- How better alignment improves adoption, retention and growth
This is a practical conversation for SaaS founders, product leaders, CCOs, Customer Success leaders and startup teams who want Product and CS to work together around customer value.
Connect with Jennifer Chiang on LinkedIn
Learn more: https://www.guidetocustomersuccess.com/
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.