Is this the end of Customer Success as we know it?

Is Customer Success broken, or overdue for reinvention? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore the growing scepticism around Customer Success in B2B SaaS. With CS layoffs, AI reshaping engagement models and increasing pressure to prove measurable customer value, the traditional CS model is under serious scrutiny. We discuss why many CS teams have become reactive, why internal metrics like NPS are not enough and what SaaS leaders need to do if Customer Success is going to remain relevant. We cover: Why traditional Customer Success is under pressureHow AI is changing CS engagement modelsWhy reactive CS teams struggle to prove valueWhy NPS alone does not show commercial impactWhat measurable customer value really meansHow CS leaders can rethink strategy for the next era of customer growth This is a practical conversation for SaaS CEOs, CROs, CCOs and Customer Success leaders who want to move beyond old CS models and build a stronger engine for retention, expansion and customer growth.