How customer education helps scale Customer Success - with Vanessa Neurohr
- E87
- 24:18
- July 21st 2023
High-touch Customer Success does not scale to every customer.
Customer education can help.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Vanessa Neurohr, Vice President of Customer Success at Muck Rack, to explore how customer education can help SaaS companies scale Customer Success.
Vanessa shares how she helped transform and scale her CS team by building a customer education programme that enables customers to learn, adopt and achieve success more independently.
We cover:
- Why high-touch Customer Success is hard to scale
- How customer education supports SaaS adoption
- How education helps customers achieve success independently
- Why scalable CS needs more than extra headcount
- How education can reduce pressure on CS teams
- What leaders should consider when building a customer education programme
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and customer education teams who want to scale customer value without relying only on high-touch service.
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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