Why product-led Customer Success matters in SaaS - with Dave Jackson
- E18
- 38:55
- December 2nd 2019
Customer Success becomes more scalable when the product itself helps customers succeed.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dave Jackson, CEO of TheCustomer.Co, to explore the idea of product-led Customer Success and why SaaS companies need to rethink how products contribute to customer outcomes.
Dave shares lessons from building one of the UK’s early SaaS companies and his perspective on how customer-focused organisations create more sustainable growth.
We cover:
- What product-led Customer Success really means
- Why products should help drive customer outcomes
- How product-led approaches improve scalability
- Why customer-focused organisations grow differently
- How Product and Customer Success need to align
- What SaaS leaders should rethink about customer value
This is a practical conversation for SaaS CEOs, product leaders, CCOs and Customer Success leaders who want the product experience itself to become a stronger driver of adoption, retention and 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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