Where Should Customer Success Sit in a SaaS Organisation?
- E22
- 38:57
- March 9th 2020
Where Customer Success sits on the organisation chart influences its priorities, authority and ability to coordinate the wider customer journey.
In this episode, Jason Noble and Jason Whitehead explore different organisational models and why customer outcomes cannot belong to one department alone.
You’ll learn how Sales, Product, Support and leadership should contribute and what executives must do to make Customer Success part of the company’s operating model.
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Breakthrough SaaS Growth
Breakthrough SaaS Growth is about how SaaS companies keep customers, grow revenue and prove value in the AI era.
Hosted by Jason Noble in the UK and Jason Whitehead in the US, the show explores the commercial problems behind sustainable SaaS growth: retention, expansion, churn, customer value, Customer Success, GTM alignment and AI.
Some episodes are the two Jasons breaking down what they’re seeing in the market. Others feature SaaS founders, CEOs, CROs, Customer Success leaders and operators sharing what is actually working inside their businesses.
Expect practical conversations about why customers churn, how SaaS companies prove value, where expansion really starts and how AI is changing the way software is bought, used and valued.
No hype. No theory for theory’s sake.
Just practical thinking about how SaaS companies keep and grow customers.