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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

00:34:43

Guest: Lynn Hunsaker - CS Leaders as the Stewards of...

Breakthrough SaaS Growth ·

2022/10/18

Join us when we speak Lynn Hunsaker. Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum. Lynn is joining us today to talk about CS leaders as the stewards of customer value. Lynn recently wrote an important article for My Customer talking about shrinkflation and skimpflation, and how during times of economic downturns many companies make the mistake of reducing the scope, content, and value of their products and services. Lynn shares insights about how this can harm your company,

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00:23:59

Guest: Dana Alvarenga - Creating & Growing Your Voice...

Breakthrough SaaS Growth ·

2022/08/03

Join us when we speak with Dana Alvarenga, VP of Customer Experience at Slap Five. Dana Alvarenga is a very well know and leader in customer experience and customer success, with a big focus on voice of the customer programs, advocacy and customer marketing. In this episode, Dana shares her insights into growing and expanding your Voice of the Customer Program. ABOUT DANA ALVARENGA Dana has over 15 years of experience in the technology industry within sales, sales training, management,

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00:36:19

Ideal Customer Behavior

Breakthrough SaaS Growth ·

2022/06/07

In this episode, we discuss the concept of "Ideal Customer Behavior" (ICB) and how you can use it to drive desired customer actions and success. Far too often, we narrowly focus on things like the customer profile and journey map without identifying and influencing the specific actions – the behaviors – our customers need to take to ensure success. By taking a behavior-based approach, you can improve the way you engage with customers to ensure they, and you, achieve greater levels of

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00:28:58

Guest: Kristi Faltorusso - Why do we Need to Talk...

Breakthrough SaaS Growth ·

2022/05/17

"What Do We Need to Talk About Customer Marketing?" This is an often overlooked, but huge aspect of marketing. Customer marketing extends beyond acquiring customers and is focused on our existing customers. It aims to identify and market additional products or services to existing customers, retain them as customers, and develop them into advocates. Join Jason Noble and Jason Whitehead when we sit down with Kristi Faltorusso, to learn why customer marketing is so important, how it is

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00:30:36

Guest: Ben Winn - The Rise and Importance of...

Breakthrough SaaS Growth ·

2022/05/10

Join us with guest Ben Winn, brand and community manager at Catalyst Software and one of the leading customer success community and thought leaders. Catalyst is the world's most intuitive Customer Success Platform (CSP), built by an experienced group of industry leaders and integrates with multiple enterprise platforms to provide one centralized view of customer data. Ben specializes in branding, community-led growth, and creative strategy. ABOUT BEN WINN Ben Winn leads community and brand

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00:21:56

Guest: Harini Gokul - Why Customer Success is a Team...

Breakthrough SaaS Growth ·

2022/05/03

Join us with guest Harini Gokul, customer success leader at AWS (Amazon Web Services), where she’s building and leading customer success for our Amazon’s next generation customers. These include ISV (Independent Software Vendors), hyper-scale Digital Native Businesses (DNB), Private Equity, Games, and Small and Medium Business customers, helping them accelerate, develop, and scale customer success. ABOUT HARINI GOKUL Harini is a technology executive, investor, and a civic leader, She’s a

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00:27:31

Guest: Markus Rentsch - Customer Value Led Growth

Breakthrough SaaS Growth ·

2022/04/26

Join us with guest Markus Rentsch, CEO of Remark-able. A high-profile customer success thought leader, coach, and consultant. Markus has created the Customer-Value-Led-Growth business model for SaaS companies. Through his work at Remark-able, Markus provides a unique approach that aligns companies on continuously growing and monetizing customer value. ABOUT MARKUS RENTSCH Markus is a customer success consultant and keynote speaker and well-known community influencer in the world of customer

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00:24:06

Guest: Kristi Faltorusso - How To Successfully Scale...

Breakthrough SaaS Growth ·

2022/04/19

Join us with guest Kristi Faltorusso, VP of Customer Success at ClientSuccess, a leading customer success management solution, where she leads Customer Success, Technical Support and Consulting. ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base, and their goal is to help businesses drive a “Culture of Customer Success” across your entire organization. ABOUT KRISTI FALTORUSSO Kristi is an industry-leading and award-winning customer

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00:36:20

Guest: Alex Farmer - Building a Successful Customer...

Breakthrough SaaS Growth ·

2022/04/12

Join us with guest Alex Farmer, VP of Customer Success at Cognite, a global industrial AI Software-as-a-Service (SaaS) company supporting the full-scale digital transformation of heavy-asset industries around the world. At Cognite, Alex helps empower companies with contextualized OT/IT data to drive industrial applications that increase safety, sustainability, and efficiency, and drive revenue. Interests include turning red accounts green, mediocre jokes, and delighting customers. ABOUT ALEX

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00:25:04

Guest: Irit Eizips - Designing & Implementing...

Breakthrough SaaS Growth ·

2022/04/05

Join us with guest Irit Eizips, CEO and Chief Customer Officer for CSM Practice, a global customer success management consulting firm, that specializes in working with executives to accelerate the creation and implementation of Customer Success strategies. Today we’re talking with Irit about how you go about designing and implementing customer success strategies in complex organizations (and what exactly complex organizations are). ABOUT IRIT EIZIP Irit Eizips is CEO of CSM Practice, a

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00:24:36

Guest: Aaron Jones - Using Storytelling to Engage...

Breakthrough SaaS Growth ·

2022/03/29

Join us with guest Aaron Jone, VP of services and global partner strategy at HubSpot. HubSpot is a leading CRM platform that provides software and support to help businesses grow better. Our platform includes marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. Today, thousands of customers around the world use our powerful and easy-to-use tools and integrations to attract, engage, and delight customers. Today

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00:29:44

Guest: Philipp Wolf - The State Of The Customer...

Breakthrough SaaS Growth ·

2022/03/15

Join us with guest Philipp Wolf, CEO of Custify, a customer success platform designed for your B2B SaaS business that helps you better meet customers' needs, reducing churn and increasing lifetime value, and that allows you to see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Today we’re talking with Philipp about the state of the customer success industry and where it’s going. ABOUT PHILIPP WOLF As the CEO of Custify, Philipp Wolf

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00:28:11

Guest: Guy Nirpaz - Customer Success Is Evolving...

Breakthrough SaaS Growth ·

2022/03/07

Join us with guest Guy Nirpaz, CEO of Totango, the fastest growing and most trusted provider of modular customer success software and author of the renowned book “Farm Don’t Hunt, The Definitive Guide To Customer Success”. Today we’re talking with Guy to learn about how the world of customer success is changing and evolving and what some of the key forward looking trends in the industry are. ABOUT GUY NIRPAZ Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a

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00:24:17

Guest: Dickey Singh - Scaling Customer Success with...

Breakthrough SaaS Growth ·

2021/12/14

Join us with guest Dickey Singh, CEO & Co-Founder of Cast.app, a company focused on scaling customer success and post-sales. Today we are talking with Dickey to learn how to scale Customer Success with Automation. We will explore new and emerging areas of automation, such as using advanced technology to offer on-demand, personalized automated business reviews. We discuss other opportunities, challenges, and implications for using automation tools to scale your CS reach and

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00:27:26

Is Customer Success a Professional Service?

Breakthrough SaaS Growth ·

2021/12/07

In this episode, we take a deep dive into the question, "Is Customer Success a Professional Service?” There is still a wide variety of perspectives if customer success is a cost-center, a profit-center, a professional service, or something else entirely. In addition, many organizations struggle with deciding what level of service to give for free, and what, if anything, should include a fee. Check out this episode to learn more about the considerations and implications for treating customer

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00:24:29

Guest: Mara Vicente - Building Long-Term...

Breakthrough SaaS Growth ·

2021/11/22

Join us with guest Mara Vicente, VP of Customer Solutions and Interim Head of Customer Success at Pipedrive. Today Mara shares her insights about how to grow long-term relationships and partnerships through customer support. Mara discusses what she has learned from working in multiple disciplines and areas in organizations, and how all these experiences combine to help her advance customer success at Pipedrive. ABOUT MARA VICENTE: Mara Vicente has 20 years of experience in Customer

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00:30:06

Speaking the Customer's Language

Breakthrough SaaS Growth ·

2021/09/28

In this episode, we examine the critical need for customer success professionals to learn to “Speak your customer’s language.” Customer Success professionals need to establish strong, trusted relationships where we can truly influence our customers to take actions that can increase their own success. To do this, you need to learn to engage with them and use language that resonates with them. Yet, sadly this is not often done Check out this episode to learn more about why and how you can learn

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00:33:24

CS Ops is the Secret to Customer Success!

Breakthrough SaaS Growth ·

2021/09/21

Join us with guest Chris Hicken, CEO of 'nuffsaid, a workflow intelligence tool that lets you focus on the work that matters. Today Chris talks about the criticality of building out effective Customer Success Operations. We will look at the role of CS Ops, how it helps you scale, and the value it delivers to customers. We will also talk about when and how you should build out your CS Ops capabilities. ABOUT CHRIS HICKEN: Chris Hicken is a Co-Founder and CEO of ‘nuffsaid—the Proactive

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00:27:46

Guest: Prithwi Dasgupta - Customer Success Tools &...

Breakthrough SaaS Growth ·

2021/08/10

Customer Success Tools & Technology of Tomorrow Join us with guest Prithwi Dasgupta, CEO of Smart Karrot, a leading customer success platform. Today Prithwi shares his insights and experience around customer success technology and where it is heading in the future. We look at things such as how using Artificial Intelligence (AI), predictive analytics, and other tools will help scale customer success programs and empower CS professionals. ABOUT PRITHWI DASGUPTA: Prithwi is passionate

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00:31:43

Scaling Customer Success

Breakthrough SaaS Growth ·

2021/08/03

In this episode, we're talking about scaling your customer success program. As the field of customer success (CS) matures, increasingly organizations are looking for how they can improve the reach of their CS programs, without just adding headcount. This often involves expanding their low-touch programs, developing new content, and investing in new tools. We explore some of the options for scaling your CS program, challenges you face, and approaches that can make you successful. Come join us

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136 results

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