Has Customer Success lost focus on customer value - with David Karp

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: Why Customer Success may have drifted from its original purposeHow CS can refocus on customer impact and valueWhy empathy still matters, but cannot replace accountabilityHow stronger internal alignment improves customer outcomesWhy shared responsibility matters across Sales, CS, Product and leadershipWhat post-sales teams need to do to become stronger growth partners 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. Connect with David on LinkedIn: