How to prove the value of Customer Success - with Marty Kaufman
- E52
- 36:19
- June 15th 2021
Customer Success needs to prove its value.
Not through activity reports or vague relationship updates, but through clear impact on customers and the business.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Marty Kaufman, founder and principal at Infinipoint, to explore how CS leaders can show the value Customer Success creates.
We cover:
- Why Customer Success needs to prove its impact
- How to show value to customers and internal stakeholders
- Why retention is everyone’s responsibility
- How strategy, structure, process, people, technology and metrics need to align
- How CS leaders can make business impact more visible
- Why proving value supports retention, investment and growth
This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders who want Customer Success to be seen as a measurable driver of customer value and business performance.
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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