How to design customer outcome programmes - with Paul Henderson
- E33
- 43:10
- October 23rd 2020
Customer Success should be built around outcomes, not activity.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Paul Henderson, author, speaker and consultant on outcome-based Customer Success, to explore how technology companies can design effective customer outcome programmes.
Paul shares lessons from leading a large enterprise software region and building an outcome-based customer programme across 800 enterprise customers.
We cover:
- What customer outcome programmes are
- Why outcomes matter more than activity
- How to design outcome-based Customer Success
- How to align teams around customer business outcomes
- What technology vendors often get wrong about outcomes
- How outcome programmes support retention, expansion and growth
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and enterprise software teams who want customer outcomes to become the central focus of their operating model.
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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