How to mature your Customer Success team
- E13
- 33:31
- August 26th 2019
Customer Success teams often start with energy, customer focus and good intentions.
But as the business grows, the team needs more structure, clearer processes and stronger ways to deliver value consistently.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lawton Ursrey, VP of Customer Success at UserIQ, to explore how SaaS companies can mature their Customer Success teams.
We cover:
- What Customer Success maturity really means
- How growing CS teams move beyond reactive support
- Why structure and process matter as teams scale
- How to deliver more consistent customer value
- What CS leaders need to prioritise as the team grows
- How stronger CS maturity supports retention and growth
This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders who want to build stronger, more scalable Customer Success teams.
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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