How commercial Customer Success drives SaaS growth
- E26
- 37:36
- April 23rd 2020
Customer Success is close to the customer.
But should it also own commercial outcomes?
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how commercial a Customer Success organisation should be and where renewals, cross-sell and upsell should sit.
They discuss the tension between trusted advisor status and revenue responsibility, and why SaaS companies need clearer ownership around customer growth.
We cover:
- How commercial Customer Success should be
- Who should own renewals, cross-sell and upsell
- Why trusted advisor status can create tension
- How commercial responsibility affects customer relationships
- What more aligned revenue models can look like
- How Customer Success can support retention, expansion and growth
This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want clearer ownership around renewals, expansion and customer growth.
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.