Explore every episode of the podcast Breakthrough SaaS Growth with The Jasons
| Title | Pub. Date | Duration | |
|---|---|---|---|
| Is AI Killing Trust in SaaS? (part 3 of 3) | 29 Jun 2026 | 00:26:27 | |
AI can help companies scale faster. But if the message is wrong, it scales the damage too. In the final episode of this three-part series on how AI can set people up to fail, Jason Noble and Jason Whitehead look at the risks AI creates across sales, marketing and service. AI can help teams send more messages, create more content, respond to more customers, launch more campaigns and handle more support queries. But scale is only useful when what you are scaling is true. If your sales promise is wrong, AI scales the overpromise. If your marketing claim is weak, AI makes it louder. If your service bot gives a confident wrong answer, customers do not blame the bot. They blame your company. In this episode, we discuss:
The key takeaway: AI is not a separate experience. It is part of the customer experience. Used well, AI helps teams scale accurate, useful and honest communication. Used badly, it scales inflated claims, unreliable answers and future friction. 🌐 Web 🐦 X #AI #SaaS #CustomerSuccess #Leadership #Trust #B2B #GTM #Retention #ArtificialIntelligence #BusinessGrowth | |||
| Is AI Killing Trust in SaaS? (part 2 of 3) | 22 Jun 2026 | 00:24:48 | |
AI can make a Customer Success team look prepared. But looking prepared is not the same as understanding the customer. In part two of our three-part series on how AI can set people up to fail, Jason Noble and Jason Whitehead move from manufactured credibility into Customer Success. AI can write polished QBRs, summarise account notes, pull usage data, flag risks and suggest next steps. That sounds useful, and it is. But the danger comes when teams treat AI output as the truth rather than a starting point. A customer story can look executive-ready and still be wrong. In this episode, we discuss:
The core message: AI should help Customer Success teams understand customers better, not pretend they understand more customers. Because if the AI-generated story is wrong, the customer will not blame the model. They will blame you. 🌐 Web 🐦 X #AI #SaaS #CustomerSuccess #Leadership #Trust #B2B #GTM #Retention #ArtificialIntelligence #BusinessGrowth | |||
| Why AI is putting SaaS retention under pressure - with Josh Schachter | 29 May 2026 | 00:32:00 | |
Is AI making SaaS churn worse, or is it exposing weak customer value that was already there? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Josh Schachter, SVP of AI Strategy & Market Development at Gainsight and host of the Unchurned podcast, to explore what is really putting SaaS retention under pressure. The conversation covers why AI is changing customer expectations, how build versus buy is becoming a bigger threat and why tighter financial scrutiny is changing renewal conversations. We also discuss what Customer Success needs to do differently if it wants to protect GRR, improve retention and remain commercially relevant in the AI era. We cover:
This is a practical conversation for SaaS CEOs, CROs, CCOs, Customer Success leaders and revenue teams trying to understand what really threatens retention and what to do about it. | |||
| How customer focus drives sustainable business growth - with Chris Adlard & Daniel Bausor | 05 May 2020 | 00:48:34 | |
Sustainable growth starts with the customer. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chris Adlard and Daniel Bausor, authors of The Customer Catalyst: How to Drive Sustainable Business. They discuss how companies can put customers at the heart of the business and use customer focus as a catalyst for stronger, more sustainable growth. We cover:
This is a practical conversation for SaaS CEOs, CCOs, CX leaders and Customer Success leaders who want to build stronger businesses by putting customers at the centre of growth. | |||
| How commercial Customer Success drives SaaS growth | 23 Apr 2020 | 00:37:36 | |
Customer Success is close to the customer. But should it also own commercial outcomes? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how commercial a Customer Success organisation should be and where renewals, cross-sell and upsell should sit. They discuss the tension between trusted advisor status and revenue responsibility, and why SaaS companies need clearer ownership around customer growth. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want clearer ownership around renewals, expansion and customer growth. | |||
| How Marketing and Customer Success drive retention together - with Marty Kaufman | 15 Apr 2020 | 00:38:27 | |
Marketing should not stop at acquisition. In SaaS, Marketing and Customer Success can work together to influence existing customers, improve retention and create more scalable customer engagement. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Marty Kaufman, founder and principal at Infinipoint, to explore how Marketing and Customer Success can collaborate more effectively. We cover:
This is a practical conversation for SaaS CEOs, CMOs, CCOs, Customer Success leaders and customer marketing teams who want to use marketing to strengthen retention, engagement and growth. | |||
| How to build Customer Success into a SaaS business from the start | 06 Apr 2020 | 00:24:43 | |
Customer Success is often added too late. By the time churn appears, expectations are already misaligned, onboarding is inconsistent and customer value is harder to prove. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why SaaS founders and CEOs should build Customer Success into the business from the beginning. We cover:
This is a practical episode for SaaS founders, CEOs, investors and Customer Success leaders who want to build customer value into the business from the start. | |||
| How to succeed in your first year in Customer Success - with Kellie Lucas | 30 Mar 2020 | 00:34:38 | |
The first year in Customer Success can shape everything that follows. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Kellie Lucas, author of The Customer Success Pioneer, to explore how CS professionals and leaders can succeed in their first 12 months. Kellie shares practical lessons on how to build confidence, create impact and avoid common mistakes early in the Customer Success journey. We cover:
This is a practical conversation for new Customer Success professionals, emerging CS leaders and SaaS teams who want to build stronger capability from the start. | |||
| Where Customer Success should sit in a SaaS organisation | 09 Mar 2020 | 00:38:57 | |
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:
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. | |||
| How Customer Success leaders can create more value | 27 Jan 2020 | 00:35:09 | |
Customer Success has matured, but many CS programmes still do not deliver their full value. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what Customer Success leaders need to do next to build stronger, more valuable and more commercially relevant CS organisations. They discuss the trends they were seeing across the market and the leadership shifts needed to move Customer Success beyond activity, relationships and good intentions. We cover:
This is a practical episode for SaaS CEOs, CCOs and Customer Success leaders who want CS to deliver more measurable value for customers and the business. | |||
| Why proactive Customer Success protects customer value | 17 Dec 2019 | 00:36:11 | |
Customer Success often starts in reactive mode. Teams are fighting fires, handling escalations and responding to issues as they appear. But if SaaS companies want customers to achieve meaningful outcomes, Customer Success needs to become more proactive and eventually more predictive. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how CS teams can move from reactive support to proactive customer engagement. We cover:
This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and CS Ops teams who want to reduce firefighting, improve customer outcomes and build more scalable Customer Success. | |||
| How Product and Customer Success alignment improves SaaS growth - with Abby Hammer | 16 Dec 2019 | 00:38:32 | |
Product and Customer Success need to work from the same customer truth. When they are aligned, SaaS companies can build better products, improve adoption and create stronger customer outcomes. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Abby Hammer, VP of Customer Success and Head of Product at ChurnZero, to explore why Product and Customer Success alignment matters. We cover:
This is a practical conversation for SaaS CEOs, CCOs, product leaders and Customer Success leaders who want Product and CS working together around customer outcomes. | |||
| Why product-led Customer Success matters in SaaS - with Dave Jackson | 02 Dec 2019 | 00:38:55 | |
Customer Success becomes more scalable when the product itself helps customers succeed. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dave Jackson, CEO of TheCustomer.Co, to explore the idea of product-led Customer Success and why SaaS companies need to rethink how products contribute to customer outcomes. Dave shares lessons from building one of the UK’s early SaaS companies and his perspective on how customer-focused organisations create more sustainable growth. We cover:
This is a practical conversation for SaaS CEOs, product leaders, CCOs and Customer Success leaders who want the product experience itself to become a stronger driver of adoption, retention and growth. | |||
| How CSMs stay strategic in the AI era - with Chad Horenfeldt | 17 Mar 2026 | 00:38:58 | |
AI is changing Customer Success. As automation takes on more admin, reporting and repetitive work, the CSM role is shifting. Staying busy is no longer enough. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chad Horenfeldt, one of the most recognised voices in Customer Success, to explore what strategic Customer Success really looks like in the AI era. We discuss how CSMs can move beyond product usage, adoption metrics and reactive account management, and become more focused on business outcomes, executive conversations and measurable customer value. We cover:
This is a practical conversation for CSMs, Customer Success leaders, CCOs and SaaS executives who want CS to stay relevant, commercial and valuable as AI changes the work. | |||
| How product-led Customer Success drives SaaS growth | 21 Nov 2019 | 00:46:31 | |
Customer Success should not feel like an add-on to the product. The strongest SaaS companies build customer success into the product experience from the start. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore product-led Customer Success and how SaaS companies can use the product itself to help customers adopt, succeed and grow. We cover:
This is a practical episode for SaaS CEOs, CCOs, product leaders and Customer Success teams who want the product itself to play a stronger role in driving customer value. | |||
| Building Customer Success with integration and channel partners | 15 Oct 2019 | 00:30:55 | |
Customers rarely experience your product in isolation. They often work across multiple platforms, vendors, partners and Customer Success teams. That makes alignment harder, but more important. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies can align Customer Success with integration partners, channel partners and other vendors involved in the customer’s wider value chain. We cover:
This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, partner leaders and channel teams who want customers to achieve value across the full ecosystem, not just one product. | |||
| Why Customer Success is the new SaaS growth battleground | 17 Sep 2019 | 00:51:20 | |
Customer Success is no longer a nice-to-have. For SaaS companies, the ability to help customers achieve outcomes has become a competitive battleground for retention, expansion and growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how Customer Success can become a real growth engine. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want to turn Customer Success into a stronger driver of revenue, differentiation and customer growth. | |||
| What it takes to transform Customer Success - with Mona Yoast | 26 Aug 2019 | 00:39:14 | |
Customer Success teams need to keep improving as customer expectations rise. What worked in the early stages does not always work as the organisation grows, the customer base changes and the pressure to prove value increases. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Mona Yoast, VP of Educator Success at Learning Ally, to explore how leaders can improve and transform Customer Success teams. We cover:
This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders who want to strengthen their teams, improve customer outcomes and create more consistent value. | |||
| How to mature your Customer Success team | 26 Aug 2019 | 00:33:31 | |
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:
This is a practical conversation for SaaS CEOs, CCOs and Customer Success leaders who want to build stronger, more scalable Customer Success teams. | |||
| Does Customer Success need domain expertise? | 13 Aug 2019 | 00:55:02 | |
What matters more in Customer Success: CS expertise or domain expertise? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the strengths and trade-offs of both approaches. They discuss whether Customer Success professionals need deep industry knowledge, or whether broader CS experience across different sectors can bring more value when positioned properly. We cover:
This is a practical episode for SaaS CEOs, CCOs and Customer Success leaders thinking about hiring, team design and the skills needed to create customer value. | |||
| How digital Customer Success helps SaaS teams scale | 24 Jul 2019 | 00:47:42 | |
Not every customer needs the same Customer Success model. Some need high-touch support. Others need a more scalable, digital experience that still helps them adopt, succeed and realise value. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore tech-touch and digital Customer Success, and how SaaS companies can use segmentation to scale customer engagement more effectively. We cover:
This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, CS Ops teams and digital CS teams who want to scale customer engagement without losing sight of customer value. | |||
| How Customer Success builds trusted customer relationships - with Sue Farrance | 01 Jul 2019 | 00:30:28 | |
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:
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and CS teams who want to build customer trust from the start. | |||
| Why customer adoption drives SaaS growth | 18 Jun 2019 | 00:48:31 | |
Customer adoption does not happen automatically after onboarding. Users need to engage. Stakeholders need to support the change. The wider organisation needs to embed new ways of working. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies can accelerate user adoption, stakeholder adoption and organisational adoption. We cover:
This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, onboarding teams and adoption leaders who want customers to use their solutions, change how they work and realise value faster. | |||
| Why Customer Success needs the right technology stack | 14 May 2019 | 00:42:49 | |
Customer Success needs more than good people and strong processes. Technology matters too. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how Customer Success technology helps SaaS teams manage customers, scale engagement and deliver more consistent value. They discuss where technology fits across the customer lifecycle, including Customer Success platforms, onboarding tools, adoption tracking, product analytics, task management and project management. We cover:
This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, CS Ops teams and post-sale teams who want the right technology stack to support customer value, retention and growth. | |||
| How SaaS companies can scale smarter, not harder | 10 Mar 2026 | 00:30:27 | |
The era of growth at all costs is over. SaaS companies now have to scale with more discipline, stronger customer outcomes and a clearer route to profitable growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what sustainable SaaS growth looks like now. We discuss the shift from chasing speed at any price to building healthier, smarter and more resilient growth. That means paying closer attention to retention, efficiency, customer value, hiring, tooling and the metrics that actually show whether the business is scaling well. We cover:
This is a practical conversation for SaaS CEOs, founders, CROs, CCOs and Customer Success leaders who want to scale with more clarity, stronger customer outcomes and fewer costly mistakes. | |||
| Why we started Breakthrough SaaS Growth (The Jasons) | 07 May 2019 | 00:09:40 | |
Meet Jason Noble and Jason Whitehead, the two hosts behind Breakthrough SaaS Growth with The Jasons. In this short introduction, Jason Noble from the UK and Jason Whitehead from the US share why they started the podcast, what brought them into Customer Success and why they are passionate about helping customers succeed with technology. The show began with a simple idea: encourage bolder, better Customer Success. Today, Breakthrough SaaS Growth is focused on helping SaaS leaders improve retention, expansion, customer value and growth across the whole business. We cover:
This is the starting point for anyone new to the podcast who wants to understand The Jasons, the story behind the show and the mission behind Breakthrough SaaS Growth. | |||
| How Customer Success drives SaaS revenue | 20 Apr 2019 | 00:51:26 | |
Customer Success has a commercial role to play. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the financial impact of Customer Success in SaaS businesses. They discuss how effective Customer Success programmes can influence retention, expansion, customer lifetime value and overall revenue performance. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and finance teams who want Customer Success to become a clearer driver of revenue and growth. | |||
| How trusted customer relationships drive SaaS growth | 27 Mar 2019 | 00:50:35 | |
Customer relationships are not soft. In SaaS, trust affects adoption, retention, expansion and long-term growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how Customer Success and Account Management teams can build stronger, more trusted relationships with customers. They discuss what makes customer relationships work, why trust takes deliberate effort and where teams often get it wrong. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and Account Management teams who want stronger customer relationships, better customer outcomes and more durable growth. | |||
| How better onboarding improves SaaS retention | 13 Feb 2019 | 01:03:41 | |
Customer onboarding sets the tone for the entire relationship. When it works, customers reach value faster, build confidence and create momentum for long-term success. When it fails, customers lose trust before they have even had the chance to properly adopt the product. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies can design, build and deliver a stronger customer onboarding programme. We cover:
This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders, onboarding teams and implementation teams who want to improve adoption, reduce early-stage risk and build stronger customer relationships. | |||
| How Sales and Customer Success alignment drives SaaS growth | 25 Jan 2019 | 01:03:04 | |
Sales and Customer Success alignment is one of the biggest drivers of post-sale growth. When the two teams are misaligned, customers feel it quickly. Expectations drift, handovers weaken and the customer journey starts with avoidable confusion. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Sales and Customer Success alignment matters and what SaaS companies can do to improve it. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs, Sales leaders and Customer Success leaders who want customers to succeed from the first conversation through to renewal and expansion. | |||
| What customer centricity really means in SaaS | 25 Jan 2019 | 00:54:48 | |
Customer centricity is easy to say. It is much harder to build into how a company actually works. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what it really means to be customer centric and why so many businesses struggle to make it practical. They discuss different views of customer centricity, the business case for putting customers at the centre of decision-making and the challenges leaders face when trying to move from intent to execution. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want customer centricity to show up in decisions, behaviours and outcomes. | |||
| What great Customer Success leadership looks like | 25 Jan 2019 | 00:52:16 | |
Great Customer Success leadership is not just about managing a CS team. It is about building the capability, culture and operating model that helps customers achieve value and helps the business grow. In the very first episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what strong global Customer Success leadership looks like. We discuss the challenges CS leaders need to address, the qualities that separate great leaders from average ones and how companies can develop stronger Customer Success leadership talent. We cover:
This is a practical episode for SaaS CEOs, CCOs, Customer Success leaders and post-sale teams who want to build stronger leadership, better customer outcomes and more scalable growth. | |||
| Has Customer Success lost focus on customer value - with David Karp | 10 Feb 2026 | 00:32:09 | |
Has Customer Success lost sight of customer value? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by David Karp, a seasoned post-sales leader, to explore whether Customer Success has drifted away from its original purpose. Customer Success was never meant to be a reactive support layer, a renewal defence team or a reporting function. It was meant to help customers achieve meaningful outcomes and create value they could recognise, measure and defend. We discuss what needs to change if CS is going to become more strategic, accountable and commercially relevant inside SaaS companies. We cover:
This is a practical conversation for SaaS CEOs, CCOs, CROs and Customer Success leaders who want CS to create measurable customer value, not just manage customer relationships. | |||
| AI is not the differentiator - execution is | 03 Jun 2026 | 00:26:52 | |
Every SaaS company is talking about AI. But when everyone has access to AI, it stops being the differentiator. In this episode of Breakthrough SaaS Growth, Jason Whitehead and Jason Noble explore where AI actually creates value in SaaS and where the hype needs to calm down a bit. They challenge the idea that AI will simply replace Customer Success. Instead, they frame AI as an amplifier: a way to remove friction, surface insights faster and give teams more time to build trust, guide customers and drive measurable outcomes. We cover:
The breakthrough challenge: Pick one moment in your customer journey where AI should handle the work, so your team can focus on the meaning. This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams trying to use AI in ways that improve customer value, not just internal efficiency. | |||
| How SaaS silos damage retention and expansion | 06 Jun 2026 | 00:32:55 | |
Silos do not usually announce themselves. They show up as slow handovers, missed context, confused customers and teams working from different versions of the truth. In this episode of Breakthrough SaaS Growth, Jason Whitehead and Jason Noble explore how organisational silos damage SaaS retention, expansion, adoption, NRR and renewals. They unpack where the most common silos form between Sales, Customer Success, Product, Engineering and Marketing, and why fragmented internal ownership often becomes a customer problem. We cover:
The breakthrough challenge: Pick one customer account this week and ask: where are we seeing different versions of the truth? This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want to turn fragmented teams into a more joined-up growth engine. | |||
| How broken hiring promises damage customer trust - with Annette Franz | 25 Nov 2025 | 00:36:47 | |
Customer trust does not start with the customer. It often starts much earlier, inside the employee experience. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Annette Franz to explore how broken hiring promises can damage culture, employee experience and customer experience before a new employee has even started. When companies overpromise during recruitment, misalign expectations or create poor candidate experiences, those gaps do not stay inside HR. They ripple into employee trust, customer relationships, brand perception, churn and growth. We cover:
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, People leaders and GTM teams who want stronger culture, better customer trust and more durable growth. | |||
| Why customer adoption is the real SaaS growth engine | 08 Jun 2026 | 00:28:31 | |
Customer adoption is not training. Training helps people understand the product. Adoption changes how people work. In this episode of Breakthrough SaaS Growth, Jason Noble interviews co-host Jason Whitehead about the career-defining moment when his boss at Texas Instruments told him: "If we can’t get people to use the system and prove value, we don’t need it - or you." That moment shaped Jason’s view of adoption, value and what B2B SaaS companies often get wrong after the sale. We explore why customer adoption is one of the biggest drivers of retention, expansion and SaaS growth, and why many vendors still treat it as a training problem rather than a business change problem. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and implementation teams who want customers to realise value faster and turn adoption into a real growth engine. Links mentioned: Free User Adoption training for SaaS leaders: https://schain.work/AdoptionTraining Adopt Chain programme: https://schain.work/AdoptChain Jason’s site: https://www.jasonwhitehead.me/ | |||
| Why human leadership matters more in the AI era - with Bruce Temkin | 04 Nov 2025 | 00:32:45 | |
AI is pushing SaaS companies to move faster, automate more and chase efficiency. But efficiency alone does not create trust. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Bruce Temkin, founder of Humanity at Scale and one of the most respected voices in customer experience, leadership and organisational psychology. Together, they explore how SaaS companies can scale growth without losing human connection, and why empathy, trust and purpose are becoming stronger differentiators in an AI-enabled world. We discuss how leaders can avoid the efficiency trap, rethink AI as a collaborator rather than a replacement and design customer and employee experiences that amplify humanity instead of automating it away. We cover:
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders, CX leaders and GTM teams who want to use AI without losing the trust, empathy and judgement that customers still value. | |||
| Why AI fails when your SaaS data is weak | 29 May 2026 | 00:28:56 | |
AI looks impressive in demos. The real test is what happens when it meets messy customer data, weak processes and unclear context. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why many SaaS AI pilots stall after the initial excitement and what leaders need to fix before putting AI in front of customers. We discuss why AI ROI depends on clean, consistent and trusted data, how to avoid over-trusting models too early and why human verification still matters while confidence builds. We cover:
The listener challenge: This quarter, pick one AI initiative where better data or context would genuinely improve customer outcomes. What will you fix or pilot, and how will you verify trust? This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders, product teams and GTM leaders who want AI to create real customer value, not just better demos. | |||
| When AI Becomes the User | 15 Jun 2026 | 00:15:35 | |
AI agents are no longer just assistants. They are starting to become real users of software. In this episode, Jason Noble and Jason Whitehead explore what happens when AI agents begin booking meetings, updating records, triggering workflows and moving work across systems on behalf of humans. That shift changes how SaaS products are designed, sold, supported and measured. A great user interface is no longer enough. SaaS companies now need to think about APIs, data models, permissions, interoperability, workflow design and trust. The big question: if an AI agent became the main day-to-day user of your product, what would break first? Your interface, your data model, your permissions or your value proposition? 🌐 Web 🐦 X #AI #SaaS #CustomerSuccess #Leadership #Trust #B2B #GTM #Retention #ArtificialIntelligence #BusinessGrowth | |||
| Meet Breakthrough SaaS Growth with The Jasons | 09 Jun 2026 | 00:06:46 | |
The Jasons Take On has become Breakthrough SaaS Growth with The Jasons. In this short special episode, Jason Noble and Jason Whitehead explain why we rebranded the podcast, what is changing and what listeners can expect next. The new show is focused on helping SaaS leaders grow more effectively across the whole business, not just inside Customer Success. That means more conversations about retention, expansion, onboarding, adoption, pricing, product, sales alignment, customer value, AI and executive strategy. The name has changed. The mission is sharper. We cover:
You can expect the same honest conversations, practical takeaways and direct challenge. Just with a clearer focus on helping SaaS businesses grow smarter, more sustainably and with stronger customer outcomes. Subscribe and explore more episodes at https://breakthroughsaasgrowth.com. Interested in being a guest or sponsoring the show? Visit breakthroughsaasgrowth.com to get in touch. | |||
| Why cutting Customer Success kills SaaS growth - with Dan Griffith | 07 Oct 2025 | 00:32:26 | |
SaaS companies are under pressure to become more efficient. But cutting Customer Success can quietly damage the very growth leaders are trying to protect. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Dan Griffith to discuss why efficiency should not mean indiscriminate cost-cutting. Dan argues that SaaS leaders should rethink where they invest, shifting from volume-led sales motions towards AI-enhanced AEs, stronger Customer Success, better analytics, proactive renewals and a clearer customer happy path. We cover:
This is a practical conversation for SaaS CEOs, founders, CROs, CCOs and revenue leaders trying to improve efficiency without weakening customer value, retention and future growth. Connect with Dan... | |||
| Where AI really helps Customer Success | 05 Jun 2026 | 00:30:55 | |
AI is changing Customer Success, but not always in the way people expect. In this episode of Breakthrough SaaS Growth, Jason Whitehead and Jason Noble explore where AI can genuinely help Customer Success teams and where the hype can get dangerous. They discuss common misconceptions about AI reliability, why human judgement still matters and how CS teams need to build stronger analytical skills if they want to use AI well. We cover:
This is a practical episode for Customer Success leaders, CCOs, SaaS executives and CS teams trying to use AI in ways that improve customer outcomes, not just internal efficiency. | |||
| Are Account Management and Customer Success becoming the same thing - with Alex Raymond | 05 Jun 2026 | 00:41:08 | |
The lines between Account Management and Customer Success are getting harder to ignore. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Alex Raymond, founder of AMplify and host of the Account Management Secrets podcast, to explore whether these two functions are converging or creating more confusion. As SaaS companies put more pressure on retention, expansion and customer growth, leaders need to be clearer about ownership, accountability and how customer-facing teams work together. We cover:
This is a practical conversation for SaaS CEOs, CROs, CCOs, Account Management leaders and Customer Success leaders thinking about the future of customer growth, retention and expansion. | |||
| Is Customer Success having an identity crisis? | 26 Jun 2025 | 00:30:13 | |
Is Customer Success having an identity crisis? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Customer Success has become diluted, misunderstood and often misused inside SaaS companies. They unpack the confusion around ownership, value, revenue accountability and what CS is really there to do. As SaaS companies face more pressure on retention, expansion and profitable growth, CS can no longer afford to be seen as reactive support, relationship management or a vague post-sale function. We cover:
This is a practical episode for SaaS CEOs, CCOs, CROs and Customer Success leaders who want CS to become clearer, more accountable and more valuable to the business. | |||
| Is this the end of Customer Success as we know it? | 04 Jun 2026 | 00:31:19 | |
Is Customer Success broken, or overdue for reinvention? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the growing scepticism around Customer Success in B2B SaaS. With CS layoffs, AI reshaping engagement models and increasing pressure to prove measurable customer value, the traditional CS model is under serious scrutiny. We discuss why many CS teams have become reactive, why internal metrics like NPS are not enough and what SaaS leaders need to do if Customer Success is going to remain relevant. We cover:
This is a practical conversation for SaaS CEOs, CROs, CCOs and Customer Success leaders who want to move beyond old CS models and build a stronger engine for retention, expansion and customer growth. | |||
| How AI can drive growth in B2B SaaS | 01 Jun 2026 | 00:29:51 | |
AI is no longer a future topic for SaaS leaders. The question is where it actually helps growth. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how AI can support B2B SaaS growth by improving efficiency, strengthening customer engagement and helping teams reduce churn. They discuss where AI can create practical value across Customer Success and the wider go-to-market motion, and why adoption needs to be tied to clear business outcomes rather than technology excitement. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want to use AI to improve retention, customer engagement and sustainable growth. | |||
| Why customer centricity still drives SaaS growth | 04 Jun 2026 | 00:32:53 | |
Customer centricity is easy to claim. It is much harder to prove. In this episode of Breakthrough SaaS Growth, Jason Whitehead and Jason Noble explore what customer centricity really means for SaaS companies. They discuss how AI, shifting customer expectations and economic pressure are changing the way SaaS leaders think about growth, retention and customer value. The conversation moves beyond slogans and focuses on what customer-centric businesses actually do differently across the customer journey. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want customer centricity to drive real growth, not sit on a values slide. | |||
| How SaaS companies should handle customer exits | 29 May 2026 | 00:31:49 | |
Customer exits are often treated as the end of the relationship. That is a mistake. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies should handle customer offboarding and why the exit experience matters more than many leaders realise. A poor customer exit can damage reputation, reduce the chance of future re-engagement and make it harder to learn from churn. A well-managed exit can protect trust, surface useful insight and leave the door open for future opportunities. We cover:
This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and account teams who want to handle customer exits professionally and learn from every stage of the customer journey. | |||
| How Customer Success must evolve - with Jay Nathan | 10 Jun 2026 | 00:33:20 | |
Is Customer Success still the right term for what SaaS companies need now? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Jay Nathan to explore the future of Customer Success and whether the function needs to evolve for the next stage of SaaS growth. They discuss how market pressure, AI, profitability expectations and changing customer needs are forcing companies to rethink the role of CS. The conversation explores what needs to change if Customer Success is going to remain relevant, commercial and genuinely valuable to customers and the business. We cover:
This is a practical conversation for SaaS CEOs, CCOs, CROs, Customer Success leaders and post-sales teams thinking about the future of CS, customer value and profitable growth. Jay’s newsletter: https://www.chiefcustomerofficer.io/ | |||