Why Customer Success must protect customer value - with Lynn Hunsaker
- E76
- 34:43
- October 18th 2022
When markets get tougher, companies often look for quick savings.
But reducing the quality, scope or value of products and services can quietly damage customer trust, brand reputation and long-term growth.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum, to explore why Customer Success leaders need to act as stewards of customer value.
Lynn shares her perspective on shrinkflation, skimpflation and the risk of weakening the customer experience during periods of economic pressure.
We cover:
- Why Customer Success must protect customer value
- How cost-cutting can damage customer trust
- Why reduced value creates long-term brand risk
- What shrinkflation and skimpflation mean for customer experience
- How CS leaders can help companies avoid value erosion
- Why customer value needs shared ownership across the business
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CX teams who want to protect customer trust, maintain value and build stronger long-term growth.
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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