How customer journey mapping improves Customer Success - with Mike Sasaki
- E45
- 26:26
- March 9th 2021
Customer journey maps should not sit in a slide deck.
Used well, they help SaaS teams understand the customer lifecycle, design better engagement and deliver more consistent Customer Success.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Mike Sasaki, VP, Global Head of Customer Success and Support at Mitek, to explore how customer journey mapping can improve Customer Success.
We cover:
- Why customer journey mapping matters in SaaS
- How journey maps help teams understand the customer lifecycle
- How to design stronger CS services around key customer moments
- Why mapping the journey improves alignment across teams
- How journey maps can help scale Customer Success
- How better journey design supports adoption, retention and growth
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, Support leaders and CS Ops teams who want customer journey mapping to create better customer outcomes.
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.