How Customer Success must evolve - with Jay Nathan
From Breakthrough SaaS Growth with The Jasons by Jason Whitehead & Jason Noble
June 10, 2026 · 33 min · Episode 98
About this episode
The episode discusses the evolution of Customer Success in SaaS companies and its relevance in the current market landscape.
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: Whether Customer Success is still the right term How CS needs to evolve in B2B SaaS Why retention, expansion and profitability matter more now Where AI changes the CS operating model Why strategic alignment matters across post-sales teams How companies can stay customer-centred while improving growth 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/
People in this episode
Hosts: Jason Whitehead, Jason Noble
Guest: Jay Nathan
Topics covered
- Customer Success
- SaaS growth
- AI in Customer Success
- B2B SaaS evolution
- customer retention
- profitability
- strategic alignment
Keywords
- Customer Success
- SaaS
- AI
- profitability
- retention
- B2B
- customer value
- post-sales teams
Mentioned in this episode
Organizations: Breakthrough SaaS Growth, B2B SaaS, AI, Chief Customer Officer
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- Is AI killing SaaS or exposing weak products? · June 10, 2026 · 34 min
- Meet Breakthrough SaaS Growth with The Jasons · June 9, 2026 · 7 min
- How coaching builds resilience in SaaS teams - with Summie Yeung · June 8, 2026 · 29 min
- Why customer adoption is the real SaaS growth engine · June 8, 2026 · 29 min
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