Where Customer Success should sit in a SaaS organisation
- E22
- 38:57
- March 9th 2020
Customer Success is not just a team.
It is a company-wide responsibility.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore where Customer Success should sit inside a SaaS organisation and why customer outcomes need wider ownership across the business.
They discuss why many companies still treat Customer Success as a function rather than an operating model, and what needs to change at C-suite and leadership level.
We cover:
- Where Customer Success should sit in the organisation
- Why Customer Success is not just a department
- How leadership teams can support customer outcomes
- Why customer centricity needs company-wide alignment
- What needs to change across Sales, Product, Support and leadership
- How CS leaders can help drive organisational change
This is a practical episode for SaaS CEOs, CCOs, CROs and Customer Success leaders who want Customer Success to become part of how the whole business creates value.
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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