How Customer Success must evolve - with Jay Nathan

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 termHow CS needs to evolve in B2B SaaSWhy retention, expansion and profitability matter more nowWhere AI changes the CS operating modelWhy strategic alignment matters across post-sales teamsHow 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/