119: From Customer Success to Customer Growth - The Next Evolution of SaaS

In this episode of Breakthrough SaaS Growth with the Jasons, Jason Whitehead and Jason Noble explore whether Customer Success is evolving into something bigger - Customer Growth. They revisit why Customer Success was created in the first place, how the SaaS subscription model shifted risk from the buyer to the vendor, and why the traditional CS model is now under pressure. With tighter budgets, higher expectations around ROI, and increased scrutiny from CFOs, simply helping customers adopt software is no longer enough. The Jasons unpack what the shift from Customer Success to Customer Growth really means: moving from activity-based relationships to outcome-driven value creation, from protecting renewals to actively driving expansion, and from a support-style function to a commercially confident growth engine. They discuss how metrics, incentives, and cross-functional alignment must evolve if Customer Success teams are going to lead revenue growth rather than simply defend retention. They wrap up with a breakthrough challenge: if your sales team stopped selling tomorrow, would your existing customers grow your business - or would revenue slowly decline?