Is this the end of Customer Success as we know it?
- E102
- 31:19
- June 18th 2025
Is Customer Success broken, or overdue for reinvention?
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the growing scepticism around Customer Success in B2B SaaS.
With CS layoffs, AI reshaping engagement models and increasing pressure to prove measurable customer value, the traditional CS model is under serious scrutiny.
We discuss why many CS teams have become reactive, why internal metrics like NPS are not enough and what SaaS leaders need to do if Customer Success is going to remain relevant.
We cover:
- Why traditional Customer Success is under pressure
- How AI is changing CS engagement models
- Why reactive CS teams struggle to prove value
- Why NPS alone does not show commercial impact
- What measurable customer value really means
- How CS leaders can rethink strategy for the next era of customer growth
This is a practical conversation for SaaS CEOs, CROs, CCOs and Customer Success leaders who want to move beyond old CS models and build a stronger engine for retention, 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.
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