How commercial Customer Success drives SaaS growth

Customer Success is close to the customer. But should it also own commercial outcomes? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how commercial a Customer Success organisation should be and where renewals, cross-sell and upsell should sit. They discuss the tension between trusted advisor status and revenue responsibility, and why SaaS companies need clearer ownership around customer growth. We cover: How commercial Customer Success should beWho should own renewals, cross-sell and upsellWhy trusted advisor status can create tensionHow commercial responsibility affects customer relationshipsWhat more aligned revenue models can look likeHow Customer Success can support retention, expansion and growth This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want clearer ownership around renewals, expansion and customer growth.