How Customer Success builds trusted customer relationships - with Sue Farrance
- E10
- 30:28
- July 1st 2019
Trust is one of the foundations of Customer Success.
Without it, adoption slows, conversations become harder and customers are less likely to see the value they expected.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Sue Farrance, Head of Customer Success at Signable, to explore how Customer Success teams can build trusted relationships with customers.
Sue shares how she built a Customer Success programme from scratch, hired CS talent in a different way and focused her team’s actions around earning customer trust.
We cover:
- Why trust matters in Customer Success
- How to build stronger customer relationships
- What it takes to create a CS programme from scratch
- How to hire Customer Success talent differently
- Why every customer interaction should build confidence
- How trusted relationships support adoption, retention and growth
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS teams who want to build customer trust from the start.
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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