Is Customer Success having an identity crisis?

Is Customer Success having an identity crisis? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore why Customer Success has become diluted, misunderstood and often misused inside SaaS companies. They unpack the confusion around ownership, value, revenue accountability and what CS is really there to do. As SaaS companies face more pressure on retention, expansion and profitable growth, CS can no longer afford to be seen as reactive support, relationship management or a vague post-sale function. We cover: Why Customer Success is facing an identity crisisWho really owns the customerWhether CS should be responsible for revenueWhy internal misalignment weakens customer outcomesHow CS can move from reactive support to commercial impactWhether the function needs to be reframed for the next stage of SaaS This is a practical episode for SaaS CEOs, CCOs, CROs and Customer Success leaders who want CS to become clearer, more accountable and more valuable to the business.