How Customer Success is evolving in SaaS - with Sasi Yajamanyam
- E55
- 29:34
- July 13th 2021
Customer Success has evolved quickly, but many companies are still working out how to make it truly effective.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Sasi Yajamanyam to explore the state of Customer Success and where the discipline is heading.
Sasi shares lessons from building Customer Success programmes in both large and small organisations, including his work on at-scale CS programmes at ServiceNow.
We cover:
- Where Customer Success stands today
- How Customer Success has evolved
- Why CS should be everyone’s job
- What companies still struggle to get right
- How at-scale Customer Success programmes work
- What next-generation Customer Success could look like
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and GTM teams who want to build more customer-centric companies and stronger CS operating models.
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.
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