How SaaS companies should package Customer Success
- E62
- 27:26
- December 7th 2021
Should Customer Success be free, paid or something in between?
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore whether Customer Success should be treated as a professional service.
They discuss the different ways companies think about CS: cost centre, profit centre, growth engine, professional service or core part of the product experience.
We cover:
- Whether Customer Success should be a paid service
- What level of CS should be included for free
- When premium CS services make sense
- How charging for CS changes customer expectations
- Why CS pricing affects value perception
- How SaaS companies can think about packaging Customer Success
This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders deciding how to position, fund and scale Customer Success.
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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