Why SaaS companies need Customer Success Operations - with Chris Hicken
- E59
- 33:24
- September 21st 2021
Customer Success Operations is not admin.
It is the engine that helps CS teams scale, prioritise and focus on the work that matters most.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chris Hicken, CEO of ‘nuffsaid, to explore why Customer Success Operations is critical to effective Customer Success.
We cover:
- Why Customer Success Operations matters
- How CS Ops helps teams scale
- How better workflows improve customer engagement
- Why CS teams need to focus on the right tasks and customers
- When SaaS companies should build CS Ops capability
- How CS Ops supports retention, expansion and customer value
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want to build a more focused, scalable and effective Customer Success organisation.
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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