Breakthrough SaaS Growth with The Jasons

In this episode, 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. They discuss whether AI is increasing churn risk or simply exposing weak value, why build versus buy is becoming a bigger issue, and how tighter financial scrutiny is changing renewal conversations. They also look at what Customer Success must do differently if it wants to protect GRR and remain commercially relevant in the AI era. A sharp conversation on retention, value and what SaaS leaders need to do next. About Josh Schachter Josh Schachter is SVP of AI Strategy & Market Development at Gainsight and host of the Unchurned podcast. He founded Update, often described as “Gong for post-sales”, which was later acquired by Gainsight. Today, he works at the intersection of AI, Customer Success leadership and post-sales operations, helping SaaS leaders understand what is really changing inside modern revenue teams. Connect with Josh on LinkedIn:

This episode explores how AI is changing Customer Success and why being strategic has become essential for every CSM. Jason Noble and Jason Whitehead are joined by Chad Horenfeldt, one of the most recognised voices in Customer Success, for a practical discussion on what strategic Customer Success really looks like in the AI era. As automation removes more admin, reporting and repetitive work, the role of the CSM is shifting towards business outcomes, executive conversations and measurable customer value. Discover what separates a strategic CSM from someone who is simply staying busy, how to move customer conversations beyond product usage and adoption and what Customer Success leaders and teams need to change now to stay relevant. ABOUT CHAD HORENFELDT Chad Horenfeldt is one of the most trusted voices in Customer Success. He is a seasoned Customer Success executive with over two decades of experience in SaaS. Chad has held key roles at companies including Meta (Kustomer), Updater, Bluecore, Influitive and Oracle (Eloqua), where he built deep expertise in customer success and customer experience strategy. He has been part of an IPO while at Eloqua and two major acquisitions, one by Oracle and another by Meta. Beyond his executive leadership work, Chad is a respected thought leader who regularly shares insights on Customer Success through industry publications, speaking engagements and community conversations. He has also received numerous industry awards, including being named a 4x Top 25 Customer Success Thought Leader. Connect with Chad on LinkedIn

This episode explores what sustainable SaaS growth really looks like now that the era of growth at all costs is over. Jason Noble and Jason Whitehead unpack the shift from chasing speed at any price to building smarter, healthier, and more profitable growth. They discuss the warning signs of unhealthy scaling, the classic traps SaaS companies fall into and what leaders need to do differently to balance ambition with discipline. Listen in as they talk through the new playbook for healthy growth, from retention and efficiency to hiring, tooling and the metrics that matter most. It is a practical conversation for SaaS leaders who want to scale with more clarity, stronger customer outcomes and fewer costly mistakes.

This episode dives into the core of customer success and whether it has strayed from its original purpose of driving customer impact and value. Jason Noble and Jason Whitehead are joined by David Karp, a seasoned leader in post-sales operations, for an insightful discussion about the shifts needed to refocus on strategic partnerships, accountability, and measurable success. Explore how empathy, clarity, and shared responsibility can enhance both customer relationships and internal alignment within SaaS organizations. ABOUT DAVID KARP As a seasoned leader with over 30 years of experience in post-sales leadership, David's journey has been driven by one mission: to transform customer relationships into powerful growth engines. At DISQO, he spearheads a dedicated team focused on delivering unmatched value that drives not only client success but also organizational growth. His passion lies in harmonizing culture, technology, and data. By enhancing performance through innovative strategies, he helps create experiences that resonate and lead. As a certified mentor and lifelong learner, he blends his expertise with a genuine commitment to uplifting colleagues, clients, and community. Each day, he begins with faith, exercise, and the conviction that today's challenges will become tomorrow's success stories. Connect with David on LinkedIn:

In this episode of Breakthrough SaaS Growth with the Jasons, Jason Whitehead and Jason Noble dig into what happens when every SaaS company has AI — and it stops being a differentiator. They unpack the big misconception that AI will “replace” customer success, and instead frame it as an amplifier: something that removes friction, surfaces insights faster, and gives humans more headspace to build trust and drive real outcomes. The Jasons explore where AI can add genuine strategic value across the customer journey (and where it absolutely shouldn’t be left in charge), why dirty data and weak processes will get exposed faster than ever, and how culture and human judgment become the real competitive edge in an AI-enabled world. They wrap up with a practical breakthrough challenge: pick one moment in your customer journey where AI should handle the work so your team can focus on the meaning.

In this episode of Breakthrough SaaS Growth with The Jasons, Jason Whitehead and Jason Noble dig into how organizational silos quietly kill momentum, erode customer trust, and drag down key metrics like adoption, NRR, and renewals. They unpack where the most common silos form between sales, CS, product, engineering, and marketing, and explore how shared data, better forums for collaboration, and smarter incentives can turn fragmented teams into a single growth engine. The Jasons also discuss how AI can unlock truly shared customer visibility - and they wrap up with a practical “breakthrough challenge” you can use this week to start building real cross-functional synergy.

On Breakthrough SaaS Growth with The Jasons, we unpack how a broken recruiting journey can undermine trust—and growth—before Day 1. Annette Franz connects culture, EX, and CX, showing how misaligned expectations and hiring “promises” ripple into churn, brand damage, and stalled expansion. You’ll hear practical ways CS leaders can partner with Talent to design candidate experiences that reinforce your brand promise, close the promise–delivery gap, and set the stage for loyal customers and durable revenue. Bio: Annette Franz Annette Franz is a globally recognized thought leader, author of three books, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes. Email: [email protected] Website: https://annettefranz.com/

In this episode, 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.” They unpack why customer adoption - not training - is the real growth engine in B2B SaaS, how most vendors are still getting it wrong, and what a true adoption program looks like across the customer lifecycle. You’ll hear practical ways to bring adoption into your sales process, de-risk big implementations, and turn “we bought the tool” into “we changed how we work.” Links mentioned: Free User Adoption training for SaaS leaders: https://schain.work/AdoptionTraining Adopt Chain program: https://schain.work/AdoptChain Jason’s site: https://www.jasonwhitehead.me/

n this episode of Breakthrough SaaS Growth with The Jasons, hosts Jason Noble (London) and Jason Whitehead (U.S.) sit down with Bruce Temkin, founder of Humanity at Scale and one of the most respected voices in customer experience, leadership, and organizational psychology. Together, they explore how SaaS companies can scale growth without sacrificing human connection — and why empathy, trust, and purpose are fast becoming the competitive differentiators in an AI-driven world. Bruce shares how leaders can break free from the “efficiency trap,” rethink the role of AI as a collaborator (not a replacement), and design experiences that amplify humanity rather than automate it away. The conversation dives deep into what it means to lead with emotional intent, why values-based leadership matters more than ever, and how technology can either dehumanize or elevate — depending on the choices we make. In this episode, we discuss: Why efficiency-focused leadership leads to mediocrity — and how to escape itHow AI can enhance (not replace) human creativity, empathy, and purposeThe power of human–AI collaboration and what it means for SaaS leadersDesigning experiences that include deliberate human touchpointsRethinking leadership education in a world of automationWhat “Humanity at Scale” really means — and how it can transform organizations Bruce Temkin: Bio & Links: Bruce Temkin is a pioneer in human experience management and a trusted executive advisor. Often called the “Godfather of Customer Experience,” he helped define the fields of Customer Experience, Employee Experience, and Experience Management—reshaping how organizations serve the needs of their most important stakeholders. He founded the Qualtrics XM Institute, co-founded the Customer Experience Professionals Association, led Temkin Group, and was Forrester Research’s most-read analyst for 13 consecutive quarters. Bruce has guided hundreds of organizations through periods of rapid change and disruption—often driven by emerging technologies—by helping leaders stay focused on what matters most: people. He now hosts Humanity at Scale: Redefining Leadership, a podcast where bold thinkers explore how trust, empathy, and purpose drive lasting success. 🌐 Website: https://humanityatscale.substack.com Podcast: https://humanityatscalepodcast.com 💼 LinkedIn: https://www.linkedin.com/in/brucetemkin/ 👉 Explore more episodes and subscribe at https://breakthroughsaasgrowth.com

In our first full episode under the new brand, Breakthrough SaaS Growth with The Jasons, hosts Jason Noble (London) and Jason Whitehead (U.S.) tackle the topic everyone’s wrestling with: AI that impresses in demos but struggles in the real world. We dig into why so many pilots stall, how data quality and trust make or break outcomes, and what leaders should do before unleashing “digital employees” on customers. What we cover: Why AI ROI depends on clean, consistent data (and how to stop training “dumb” digital employees).The danger of over-trusting models without human verification—and when that verification can safely taper off.Moving from efficiency plays (faster emails, transcripts) to value creation (better decisions, in-product guidance, time-to-value).An AI maturity path: start with narrow wins, iterate, and scale once trust/accuracy is proven.Org readiness: budgeting not just for tools but for ongoing change management, governance, and secure usage.Competitive implications: why companies that fix data + adoption now will set the pace for the next decade. Listener Challenge: This quarter, pick one AI initiative where better data or context would genuinely move the needle for customers. What will you fix or pilot, and how will you verify trust? 👉 Learn more, subscribe to the newsletter, and get show updates at https://breakthroughsaasgrowth.com. If you enjoyed this episode, share it with sales, product, marketing, finance, and CS leaders—because growth is a team sport.

We’re back — and bigger than ever. What started as The Jasons Take On has evolved into Breakthrough SaaS Growth with The Jasons, a podcast dedicated to helping SaaS leaders drive growth across the entire business — not just within Customer Success. In this short, special episode, co-hosts Jason Noble and Jason Whitehead pull back the curtain on the rebrand — why it happened, what it means for you, and what exciting new topics and guests are on the horizon. You’ll hear how our focus has expanded from Customer Success to the broader SaaS growth engine — spanning product, pricing, onboarding, adoption, sales alignment, and executive strategy. Expect more deep dives, more practical takeaways, and more voices from founders, investors, and cross-functional leaders driving breakthrough results. What’s New: A broader focus on growth across sales, product, marketing, CS, and financeNew deep-dive episodes featuring SaaS founders and investorsContinued tactical plays with actionable takeaways you can use immediatelyExpanded content across LinkedIn, YouTube, and X (Twitter) If you’ve loved The Jasons Take On, you’ll feel right at home here — same Jasons, same energy, same honesty. Just a bigger mission to help SaaS businesses grow smarter, faster, and more sustainably. 👉 Subscribe and connect with us: 🌐 Visit our new website: https://breakthroughsaasgrowth.com🎧 Listen and subscribe on Apple Podcasts or Spotify💬 Follow us on LinkedIn for clips, news, and behind-the-scenes updates:Jason WhiteheadJason Noble Got a guest suggestion or want to sponsor the show? Visit breakthroughsaasgrowth.com to get in touch.

Join Jason Noble and Jason Whitehead when they sit down with Dan Griffith to tackle 2025 efficiency pressure: why cutting Customer Success kills growth. Dan Griffith urges shifting spend from SDR/BDR to AI-enhanced AEs and CS, doubling down on analytics, proactive renewals, and a clear happy path. Dan Griffith is the founder of Greater Gain Group and co-founder of Grow DGTAL, helping founder-led B2B software and tech service companies build capital-efficient, predictable revenue engines. He has worked with more than 50 B2B SaaS and tech-enabled companies, especially those in healthcare and financial services, to deliver results such as 2–3× pipeline growth, shorter sales cycles, and 30–50% lower CAC. Dan also guides EU and UK SaaS teams as they enter the U.S. market, helping them land messaging that resonates and systems that scale. His methodology is simple: clarify the right customers, spark real conversations, and put processes in place that reliably turn them into revenue. He’s also the host of Seriously Don’t Do That™, a weekly podcast and LinkedIn Live show spotlighting costly mistakes founders and sales teams make—and how to avoid them. Website: https://growwithdan.com/LinkedIn: https://www.linkedin.com/in/dangriffithsr/X: https://x.com/dangriffithsrYouTube: https://www.youtube.com/@dangriffithsr

In this episode of 'The Jason's Take On,' co-hosts Jason Whitehead and Jason Noble discuss the evolving role of AI in customer success. They explore common misconceptions about AI reliability, the importance of human intuition, and the need for proper training in AI adoption. The conversation highlights how AI can complement human expertise, the challenges of ensuring data quality, and the critical role of analytical skills in leveraging AI effectively. Tune in for insights on navigating the intersection of technology and customer success.

In this episode, we host Alex Raymond, founder of Amplify and the Account Management Secrets podcast, to explore the evolving dynamics between account management and customer success. With lines blurring between the two roles, Alex shares insights on their convergence, challenges in aligning with revenue goals, and strategies for navigating organizational design. Join us for a thought-provoking discussion on the future of these critical functions in driving customer retention and business growth. About Alex Raymond: Alex Raymond is a visionary entrepreneur and thought leader in account management and conscious leadership. With over a decade of experience founding and leading companies like Kapta and AMplify, Alex has worked with thousands of account managers and business leaders, helping them drive client growth and build thriving relationships. As the host of the Account Management Secrets podcast and founder of The Conscious Entrepreneur Summit, Alex is passionate about creating communities that foster connection, personal growth, and professional excellence. Connect with Alex on LinkedIn

Is Customer Success facing an identity crisis? In this bold, thought-provoking episode of The Jasons Take On, co-hosts Jason Noble and Jason Whitehead dive deep into the core challenges facing CS today. From misalignment across internal teams to confusion among customers, the Jasons explore how the term "Customer Success" has become diluted, misunderstood, and often misused. They tackle hard questions: Who really owns the customer? Should CS be responsible for revenue? Is it time to rebrand the entire function? And how can CS leaders shift from reactive support to being true commercial drivers of growth and outcomes? This no-holds-barred conversation will challenge your assumptions and inspire CS leaders to rethink, reframe, and boldly lead their organizations into the future.

Is Customer Success as we know it broken—or simply overdue for bold reinvention? In this no-holds-barred episode, Jason Noble and Jason Whitehead confront the growing wave of skepticism around CS in B2B SaaS. From mass layoffs to AI reshaping engagement models, we explore whether traditional CS roles and processes are still relevant. The Jasons dive deep into why many CS teams have become reactive, why internal metrics like NPS aren't cutting it, and what it really means to deliver measurable customer value. Tune in for provocative insights, a call for visionary leadership, and a bold challenge to rethink your CS strategy for the next era of customer growth.

Join hosts Jason Noble and Jason Whitehead on this engaging podcast episode as they explore the transformative role of AI in technology and customer success. They discuss practical ways AI can enhance B2B SaaS growth by improving efficiency, reducing churn, and enhancing customer engagement. Discover insights on integrating AI into business strategies, the challenges of adoption, and staying competitive in the evolving tech landscape.

In this episode of Jason's Take On podcast, hosts Jason Whitehead and Jason Noble explore the evolving concept of customer centricity in 2025. We discuss how advancing technologies, shifting customer expectations, and economic pressures are reshaping business strategies. The conversation highlights the importance of delivering value at all stages of the customer journey and moving beyond lip service to practical actions.

In this episode, Jason Noble and Jason Whitehead discuss the often overlooked topic of managing customer exits in SaaS businesses. They delve into the significance of handling departures effectively and its impact on company reputation and future engagements. The podcast highlights how companies can develop structured approaches to customer exits, ensuring positive experiences and learning opportunities for all parties involved. With emphasis on long-term growth and customer retention, we provide insights into creating win-win scenarios for businesses and departing customers.

Join hosts Jason Noble and Jason Whitehead as they discuss the evolving landscape of customer success with industry leader Jay Nathan. This episode explores whether customer success is an outdated term and how businesses can adapt to changing market dynamics. With insights into AI's role and strategic alignment, listeners gain a comprehensive view of the future challenges and opportunities in customer success. Jay Nathan shares his expertise in B2B SaaS and offers ideas on how companies can remain profitable through customer-centered strategies. About Jay Nathan: I’m an entrepreneur and tech executive passionate about growing businesses, building high-performing teams, and delivering value for customers. Over the past 20+ years I’ve built and led post-sales customer success, professional services, support, and account management teams across a range of companies—from bootstrapped startups to publicly traded enterprises, $1M to $600M in ARR. My expertise lies in driving customer retention, expansion, and channel-led growth. I publish a weekly newsletter for customer success and sales execs at https://www.chiefcustomerofficer.io/

Welcome back to another episode of The Jasons Take On, where we explore key topics shaping the world of Customer Success, growth, and leadership. Today, we’re tackling an incredibly timely topic: How coaching helps build resilience in the workplace. In today’s fast-paced, ever-evolving environment, resilience is a crucial factor in both personal and professional success. Whether you’re navigating customer churn, market volatility, or internal challenges, having the resilience to adapt and overcome is key. We’re thrilled to be joined today by Summie Yeung, a coach who specializes in helping multicultural professionals align their career paths with their identities, without feeling like outsiders or cultural clichés. Before becoming a coach, Summie had an impressive career in tech consulting and advisory services. She held high-end roles as a business analyst and product manager, and she was on my team at Creator, where she consistently demonstrated her knack for leadership and problem-solving. Now, through her 1:1 and group coaching programs, she’s empowering clients to embrace their unique backgrounds while excelling in their professional lives. You can learn more about her work at summieyeung.com.

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 Customer Success began with building the customer success organization from scratch at DigitalOcean. He later co-founded Catalyst, where he spearheaded the creation of the customer growth platform category. Now, as the co-CEO of Totango + Catalyst, Edward is at the forefront of helping businesses protect and grow revenue by ensuring that customers experience recurring value throughout their entire post-sale lifecycle. We’re thrilled to have him on the show to share his insights on Customer Led Growth.

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 work with the Fortune 100, Casey is consistently on the road delivering workshops each year to help executive teams see that technology can help speed up their biggest initiatives. As a change management practitioner, Casey brings a unique approach to solve a problem hitting every organization: the cost of unused software. When he has down time you can see him trying to achieve his goal to dunk a basketball, run a 5-minute mile and prove to his sons that his glory days are ahead of him and not behind him! Todd Kirk: Todd has over a decade of experience supporting enterprise customers in adopting new technologies. He started as a project manager, coordinating professional services. Later, he became an advisor and coach training senior leaders in large corporations. Todd’s team developed the first scaled technology adoption solution of its kind. His expertise includes Content Strategy, Customer Onboarding, Product Management, Video Production, Webinars, Live In-Person Training, and Strategic Partnerships. Todd, originally from Southeast Texas, now lives in Pleasant Grove, UT, where he continues to explore insights into organizational software success and failure.

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 executive sponsor but also getting the CFO and CEO on board to see the value in the software investment. This approach is key to securing continued funding for renewals and expansions. Tune in for actionable strategies and expert advice to elevate your customer success game. ABOUT DAN GIANFREDA: Dan Gianfreda is the Chief Revenue Officer for DeepStream Technologies, a scale-up e-sourcing solution provider. With 11 years of experience in B2B SaaS, predominantly in procurement tech, Dan has held several key roles including Sales and Marketing Director, Senior Director of Customer Success, and Chief Customer Officer. He also owns a SaaS consultancy, Batteries Included, focused on customer success optimization and go-to-market strategies. Dan is dedicated to aligning sales, marketing, and operations to create a seamless customer journey and drive significant business outcomes. His passion for building lasting relationships with customer executives ensures organizations see the full value of their software investments. Contact Dan at: http://www.batteriesincluded.biz

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 Clicktools before that. Dave’s an accomplished author and his book “Customer Led Growth” is all about helping CEOs and leaders build successful B2B SaaS companies. David is a recognised expert in customer focused organisations and was named as a Global Top 25 Customer Success Influencer in 2020. David works with B2B SaaS CEOs, executive teams and investors to deliver profitable growth through customer focus. CONNECT WITH DAVE LinkedIn: https://www.linkedin.com/in/davidjacksonuk The Customer.Co: https://thecustomer.co FREE EBOOK ON PRODUCT-LED CUSTOMER SUCCESS Download Dave's insightful ebook on Product-Led Customer Success: https://thecustomer.co/2018/07/17/product-led-cs-ebook/

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 joined NYC’s tech industry in 2012, pivoting from a ten-year career in higher education. She soon found her way into Meta, where she merged her love of education with the fierceness and agility of tech, followed by Amazon, where she led the strategy and execution of the first global advertiser certification. She recently founded Echtus, a startup on a mission to revolutionize the way companies use education to achieve meaningful business results. CONNECT WITH VICKY LinkedIn: https://www.linkedin.com/in/vickykennedy/ Echtus: https://www.echtus.com

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 startups - unlock the true potential of customer success through analytics, empowerment, and a truly customer-centric mindset. During her free time, she enjoys exploring the great outdoors, solving sudoku puzzles, and trying to develop a green thumb. CONTACT JENNIFER https://www.guidetocustomersuccess.com/ https://www.linkedin.com/in/jennifer-chiang

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

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 London later this year. CONTACT ALEX: LinkedIn: https://www.linkedin.com/in/alexanderfarmer/ Customer success excellence: https://www.customersuccessexcellence.com/

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 range of end-markets and customer sizes. He founded Customer Imperative, a company focused on helping B2B SaaS retain customers, grow revenue and scale customer success which he sold to Higher Logic and then in 2020 co-founded Gain Grow Retain, a community for customer success leaders. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 Vanessa Neurohr Vanessa Neurohr is the Vice President of Customer Success at Muck Rack, the software platform that enables thousands of organizations including Google, Golin and Duolingo to find the right journalists to pitch, report on media coverage and prove the value of their work. In this role she works to change the way professionals approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Vanessa partners with brands and agencies to ensure they are working smarter to surpass goals, reinvigorate strategies and streamline workflows. Vanessa joined Muck Rack as a Customer Success Strategist in 2016. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club. Vanessa is a frequent speaker on customer success and has given presentations at the Digital Customer Experience Strategies Summit, Summit on Customer Engagement, the Customer Contact East Event, ISG’s Customer and User Experience Summit, Digital Summit Series and Customer Success Summit Canada. She is also the co-founder of ThriveNetwork in New York City, which is a community of over 500 members in the customer success space. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 leadership roles in different GTM and commercial functions with some very fast-growing tech companies. Pat was the CCO at Brandwatch before GoCardless where in addition to the usual CS functions he also led a global account management team. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 range of end-markets and customer sizes. He founded Customer Imperative, a company focused on helping B2B SaaS retain customers, grow revenue and scale customer success which he sold to HigherLogic and then in 2020 co-founded Gain Grow Retain, a community for customer success leaders. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 Officer at Swiftly. For those that don’t know Swiftly is helping us make our cities more efficient, and helping to improve service reliability, passenger information, and operational efficiency. But she joined the team at HourWork as their new SVP of Customer Success. Maranda is a vey well respected and well known leader in the customer success space and has 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. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 actually have major career benefits. Driven by a desire to help people avoid what happened to him, he started doing presentations on managing stress as a csm. This quickly took off and he has helped thousands of individuals at dozens of companies. He provides live training programs on how to manage stress, improve productivity, and change work for the better. CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 business results and building teams with a positive culture. Jamie is a recognized expert in go-to-market and customer success strategies. Before joining Totango, Jamie was the COO of HomeSuite and previously led TellMe to a successful acquisition by Microsoft." CONTACT JAMIE BERTASI https://www.totango.com/ https://www.linkedin.com/in/saas-executive/ CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 collaborates to drive the awareness and implementation of customer centric initiatives that are intentionally designed to drive a seamless, leading-edge and sustainable customer experience. Success for All is her favorite mantra. CONTACT DEBORAH ANDREWS https://www.unit4.com/ https://www.linkedin.com/in/debscloud/ CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 operated extensively in the post-sale arena, and has developed deep levels of expertise and networks within Customer Success. Prior to joining Zeren, Alan founded Just Digital in 2009 who built an exceptional reputation for helping Seed through Series C B2B SaaS companies hire for specialist commercial roles. This success led to Just Digital being Acquired by PIE Recruitment in 2019. His core strengths are working with investor backed high growth tech businesses who are looking to build exceptional go-to-market teams across the globe, with a particular focus on Sales, Customer Success, and Operations. CONTACT ALAN FECAMP https://www.zerenglobal.com/ https://www.linkedin.com/in/alanfecampsaasrecruiter/ CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 as fast growing SaaS companies in multiple industry verticals. These roles include software engineer, account manager, Chief Customer Officer, and now CEO of CogniSaaS. CONTACT NICK MEHTA https://www.cognisaas.com/ https://in.linkedin.com/in/rupeshrao CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, parody music videos, and SaaS Customer Success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try. CONTACT NICK MEHTA https://www.gainsight.com/ https://www.linkedin.com/in/nickmehta/ https://twitter.com/nrmehta CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 very technical staff, successful. Today we are going to change that. ABOUT MANUEL HARNISCH Manuel is a serial startup executive who most enjoys helping young companies and founders to develop and grow their Customer Success motions, particularly those who solve complex technical challenges for their customers. He has grown and led multiple customer success teams. On a personal note, he's been making the most of the COVID years by shedding 100lbs and spending more time with those who matter most in his life. Going forward, he's again looking to help early-stage XaaS companies in their Customer Operations and Success journey. Contat MANUEL HARNISCH https://fossa.com/ https://www.linkedin.com/in/manuelharnisch/ [email protected] https://twitter.com/ManuelHarnisch CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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, brand and customers. She also shares ideas about what you can do instead. ABOUT LYNN HUNSAKER Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum. She led company-wide customer experience transformation for many years at B2B Fortune 250 firms Applied Materials and Sonoco Products. Starting out in the Strategic Planning department, her roles included VoC Manager, Customer Satisfaction Improvement Manager, Marketing Director, and Head of Corporate Quality. Lynn is a past CXPA Board member and she is a CXPA Recognized Training Provider, Certified Customer Experience Professional, Professional Certified Marketer, Certified Quality Manager, and Certified MBTI Practitioner. She is past president of Silicon Valley American Marketing Association and Bay Area Association for Psychological Type, and past co-chair of several CXPA committees. She was the first in the world to benchmark marketing operations practices, and she also designed the first ever global study of B2B customer experience practices, which she conducted for 5 years. Lynn is author of 3 Kindle handbooks, including Innovating Superior Customer Experience and Metrics You Can Manage for Success. She is one of five recipients of CustomerThink's Hall of Fame Award. Lynn’s current passion, and life work repository, is the Experience Value Exchange subscription community, which she cofounded to help your extended CX team make CX a team sport across your company's non-customer-facing groups, for a 1-to-1 ratio between your brand promise and customers’ realities. CONTACT LYNN HUNSAKER CX Team Sport Awards: ClearAction.com/cx-team-sport-awards Experience Value Exchange: ClearAction.com/team-sport Experts’ CX+EX+PX MasterClass: ClearAction.com/leader CX Playbook: ClearAction.com/customer-experience-faq LinkedIn: LinkedIn.com/in/lynnhunsaker Twitter: @clearaction Facebook: Facebook.com/customerexperienceoptimization CustomerThink: CustomerThink.com/author/clearaction CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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, customer education and success. At SlapFive she is the VP of Customer Experience and leads the Customer Success function, along with Education, VOC, and Advocacy. In her role she is always striving to deliver an amazing customer experience by constantly improving, educating, and building customer focused programs and processes. Dana is customer obsessed, lover of travel, food, her family and a reality TV junkie! Contat Dana Alvarenga Slap Five: https://www.slapfive.com/ LinkedIN: https://www.linkedin.com/in/danaalvarenga CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

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 success. Check out this episode to learn how focusing on Ideal Customer Behavior can help you drive success! CONNECT WITH THE JASONS Jason Noble on LinkedIn: https://www.linkedin.com/in/jasonnoble1/ Jason Whitehead on LinkedIn: https://www.linkedin.com/in/jasonwhitehead/ ADDITIONAL RESOURCES Follow "The Jasons Take On..." company page on LinkedInFollow "The Jasons Take On..." on TwitterRead Jason Noble's BlogRead Jason Whitehead's Blog (on Success Chain) Visit our webpage at https://thejasonstakeon.com/ to learn more about The Jasons Take On... and to contact us. SPONSORED BY SUCCESS CHAIN! The Jasons Take On... is Sponsored by Success Chain! Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. Learn more at: https://www.successchain.net

"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 different than traditional marketing, and what you need to do to effectively market to existing customers. ABOUT KRISTI FALTORUSSO Kristi is an industry-leading and award-winning customer success executive and thought leader with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she's helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy. Kristi is also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs, and more. CONTACT KRISTI FALTORUSSO LinkedIn: https://www.linkedin.com/in/kristiserrano/ClientSuccess: https://www.clientsuccess.com/Keeping CS Simple: https://www.keepingcssimple.com/

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 marketing at Catalyst Software, where he oversees content, events, partnerships, and more. Before founding CS in Focus, Ben previously built out the customer success function at SeamlessMD, Canada's largest customer success community with over 2000 members. In 2021 he was ranked as one of the Top 25 Customer Success Strategists globally, and in 2018, he won the Customer Success Innovator of the Year award for creating the account behavior formula. CONTACT BEN WINN LinkedIn: https://www.linkedin.com/in/benwinn/ Catalyst: https://catalyst.io/