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PODCAST

Breakthrough SaaS Growth

Jason Whitehead & Jason Noble

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

business management

All Episodes

00:38:46

Guest: Edward Chiu - Customer Led Growth

Breakthrough SaaS Growth ·

2024/09/17

In this episode of The Jasons Take On, we are exploring a transformative concept that’s reshaping how companies drive sustainable growth: "Customer Led Growth." This approach emphasizes putting the customer at the heart of your growth strategy, focusing on maximizing customer lifetime value and turning satisfied customers into your most powerful advocates. Joining us today is a true pioneer in the Customer Success space, Edward Chiu, the co-CEO of Totango + Catalyst. Edward's journey in

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00:44:24

Guests:Casey Trujillo & Todd Kirk - Building...

Breakthrough SaaS Growth ·

2024/07/30

Join this episode of The Jasons Take On.. where we are joined by Casey Trujillo and Todd Kirk, co-hosts of the "SaaS Therapy" podcast. In this episode, we talk about building commercially confident teams. SaaS Therapy Podcast Check out the SaaS Therapy Podacast Here: https://www.brainstorminc.com/saastherapy About Our Guests: Casey Trujillo: Casey applies over 20 years of technology experience to help organizations and individual users change the way they work with technology. In his

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00:32:32

Guest: Dan Gianfreda - Proactive to Reactive Customer...

Breakthrough SaaS Growth ·

2024/07/17

In this insightful episode, co-hosts Jason Noble and Jason Whitehead are joined by customer success veteran Dan Gianfreda to delve into the transformation from reactive to proactive customer success. Dan shares his wealth of experience working across sales, marketing, customer success, and operations to set better customer expectations, gain commitment to success, and build strong relationships with customer executives.Discover the critical importance of involving not just the software

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00:33:05

Guest: Dave Jackson - The big challenges in customer...

Breakthrough SaaS Growth ·

2024/03/19

In this episode of The Jasons Take On... we are joined by Dave Jackson, where Dave shares his thoughts and insights into the challenges with customer success today and some of the changes that need to happen and why. This is a really exciting episode discussing some of the big issues in the industry today.ABOUT DAVE JACKSON Dave Jackson is the CEO and founder of TheCustomer.Co helping companies improve their financial performance through customer focus. He was the founder and CEO of

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00:26:03

Guest: Vicky Kennedy - The Future of Customer Education

Breakthrough SaaS Growth ·

2024/03/12

In this episode of The Jasons Take On... we are joined by Vicky Kennedy, where Vicky talks to us about the future of customer education and her own journey into creating her company Echtus, a startup on a mission to revolutionize the way companies use education to achieve meaningful business results and disrupt the tradition legacy customer education space. And some of the challenges with customer education today and it’s evolution over the last 20 years.ABOUT VICKY KENNEDY Vicky Kennedy

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00:27:05

Guest: Jennifer Chiang - Product and CS Alignment

Breakthrough SaaS Growth ·

2023/12/19

In this episode of The Jasons Take On... we are joined by Jennifer Chiange. She shares her experience and insights into how product development teams and customer success can better align.ABOUT JENNIFER CHIANG Jennifer Chiang is the Author of the Amazon Bestseller, The Startup's Guide to Customer Success and Product Manager at Seso. Previously, she has founded and led customer success teams at multiple startups. She is a leader who is passionate about helping companies - particularly

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00:29:53

Guest - Rohan Tailor

Breakthrough SaaS Growth ·

2023/12/12

Today we are joined by our guest Rohan Tailor and discussing the customer success talent market today. We cover what's happening in the industry, what's happening with roles, new positions. ABOUT ROHAN TAILOR Rohan's principal consultant to ABR talent where he focused on on customer success, sales, and marketing roles. CONTACT ROHAN LI: https://www.linkedin.com/in/rohan-tailor/ Work: http://www.abrtalent.co.uk

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00:36:09

Guest: Alex Farmer - CS Excellence

Breakthrough SaaS Growth ·

2023/12/06

In this episode of The Jasons Take On... weexcited to welcome back the one and only Alex Farmer. In this episode, we talk all about customer success excellence. ABOUT ALEX FARMER Alex is a Customer Success executive with experience building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. He’s the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession, with the first event planned in

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00:43:42

Guest: Jay Nathan- Playing for the long game

Breakthrough SaaS Growth ·

2023/08/21

Join us when we speak with Jay Nathan. Jay’s the CCO for Higher Logic and one of the co-founders of Gain Grow Retain. In this episode, Jay is going to talk to us his recent blog post and newsletter on long term value and growth. About Jay Nathan Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a wide

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00:24:18

Guest: Vanessa Neurohr - Scaling CS via Customer...

Breakthrough SaaS Growth ·

2023/07/21

Many CS organizations need to move from delivering high-touch services to every customer, to a more scalable approach. Developing a high-impact customer education program that enables customers to achieve success on their own is one approach for reducing the need for high-touch CS. In this episode, we sit down with Vanessa Neurohr, Vice President of Customer Success at MuckRack to learn how she has transformed and scaled her CS team by building out their customer education program. About

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00:26:09

Guest: Pat Phelan - The Journey to Becoming A Chief...

Breakthrough SaaS Growth ·

2023/04/12

Join us when we speak with Pat Phelan. Pat is the Chief Customer Office for GoCardLess, where he's responsible for building and scaling a best in class customer success organisation with leadership of Customer Onboarding, Support, Experience, CS management and Account Management disciplines globally. In this episode, Pat is going to talk to us about his journey to becoming a Chief Customer Officer. About Pat Phelan Pat is a seasoned CCO in the fintech space and has held a multitude of

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00:38:03

Guest: Jay Nathan - Strategic Behaviour As It Relates...

Breakthrough SaaS Growth ·

2023/03/23

Join us when we speak with Jay Nathan. Jay’s the CCO for Higher Logic and one of the co-founders of Gain Grow Retain. In this episode, Jay is going to talk to us about strategic behaviour and how it relates to customer success. About Jay Nathan: Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a wide

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00:22:24

Guest: Maranda Dziekonski - What does the future...

Breakthrough SaaS Growth ·

2023/03/14

Join us when we speak with Maranda Dziekonski. Maranda is the SVP of Customer Success at HourWork. She is seasoned customer success executive and leader and with extensive experience building and scaling teams in early and mid-stage startups and has been part of 3 companies who have all seen successful exits. In this episode, Maranda is going to talk to us about the future of the customer success manager role. ABOUT Maranda Maranda Dziekonski was until very recently the Chief Customer

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00:35:53

Guest: Ryan Johansen - The Impact of Burnout to our...

Breakthrough SaaS Growth ·

2023/03/07

Join us when we speak with Ryan Johansen. Ryan is customer success leader based in Boston who has been an IC, Manager and Director of CS. In this episode, Ryan is going to talk to us about mental health as it relates to CSM's and their workloads. ABOUT RYAN JOHANSEN As a first time manager at a startup, Ryan ended up in a hospital because of a mental breakdown caused by workplace stress. After going to a dark place with mental health, he discovered putting your mental health first can

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00:25:24

Guest: Jamie Bertasi - Customer Success Predictions...

Breakthrough SaaS Growth ·

2022/12/20

Join us when we speak with Jamie Bertasi. Jamie is the President and COO of Totango. Previously she was also the company's Chief Customer Officer. In this episode, Jamie is going to share her predictions for Customer Success in 2023! ABOUT JAMIE BERTASI She is responsible for the go-to-market, onboarding and customer success teams at Totango. A proven and trusted leader, Jamie has a demonstrated track record for building high-value experiences for customers and partners, delivering strong

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00:19:25

Guest: Deborah Andrews - The Acceleration of Customer...

Breakthrough SaaS Growth ·

2022/12/06

Join us when we speak with Deborah Andrews. Deborah (aka "Debs") currently works across all post-sales functions at Unit4, alongside leading the Customer Success Operations and Digital teams. In this episode, Debs is going to talk about the world of customer success operations and why it's critical to businesses today. ABOUT DEBORAH ANDREWS Having a varied background in IT, Support, Operations and Customer Success Management for companies such as Sage, Gainsight and Salesforce, she actively

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00:24:52

Guest: Alan Fecamp - The World of Recruitment in...

Breakthrough SaaS Growth ·

2022/11/29

Join us when we speak with Alan Fecamp. Alan is a Director in Zeren’s Commercial team and has 20+ years of experience in senior level recruitment and Executive Search, and has worked extensively across the UK, EMEA, and US. In this episode, Alan is going to share his journey as the head of Customer Success at Zeren, an executive recruitment and head-hunting firm that works with innovative businesses to really help accelerate their growth. ABOUT ALAN FECAMP In more recent years, Alan has

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00:24:12

Guest: Rupesh Rao - Managing Complexity during...

Breakthrough SaaS Growth ·

2022/11/25

Join us when we speak with Rupesh Rao. Rupesh is the CEO and founder of CogniSaaS. CogniSaaS helps enterprise SaaS companies deliver customer-centric onboarding and implementation at scale. In this episode, Rupesh is going to share his experiences and insights in how to best help companies manage complexity during the onboarding and implementation process. ABOUT RUPESH RAO Rupesh has over 20 year’s experience globally (including US, EMEA and APAC) in leading multi-national companies as well

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00:25:03

Guest: Nick Mehta - The Next 5 Years in Customer Success

Breakthrough SaaS Growth ·

2022/11/14

Join us when we speak with Nick Mehta. Nick is the CEO of Gainsight, the platform that helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. In this episode, Nick shares his view of the growing importance of Customer Success in the next 5 years. ABOUT NICK MEHTA Nick Mehta is a SaaS veteran. He works with a team of over 1400 human beings who together have helped create the Customer Success category that's currently taking over the

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00:25:40

Guest" Manuel Harnisch - Delivering Customer Success...

Breakthrough SaaS Growth ·

2022/10/25

Join us when we speak with Manuel Harnisch. Manuel is VP a seasoned VP of Customer Success with extensive experience building and leading CS teams with very technical products and technical teams. Many SaaS companies have technical staff in their product team, but, especially in the B2B space, they are focused on providing functionality that is used by non-technical users, such as front-office staff. We don’t often talk about what it takes to make customers of very technical products, with

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