How digital Customer Success helps SaaS teams scale
- E11
- 47:42
- July 24th 2019
Not every customer needs the same Customer Success model.
Some need high-touch support. Others need a more scalable, digital experience that still helps them adopt, succeed and realise value.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore tech-touch and digital Customer Success, and how SaaS companies can use segmentation to scale customer engagement more effectively.
We cover:
- Why customer segmentation matters in Customer Success
- When low-touch and tech-touch models make sense
- How digital CS can help SaaS teams scale
- Why one-size-fits-all Customer Success does not work
- Common challenges when building tech-touch models
- How to make digital engagement useful, not impersonal
This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, CS Ops teams and digital CS teams who want to scale customer engagement without losing sight of customer value.
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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