Breakthrough SaaS Growth with The Jasons The End of CS as We Know It
Jun 18, 2025
Is Customer Success facing a crisis or just needing a fresh perspective? The hosts dive into how layoffs and AI are transforming traditional roles in B2B SaaS. They challenge outdated practices and metrics, advocating for a shift towards proactive strategies for genuine customer value. A discussion on evolving software sales emphasizes a customer-centric approach, while leaders are urged to rethink their technology investments to drive ROI. Expect provocative insights that encourage a bold reimagining of CS strategies for future growth.
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Current CS Model is Broken
- Customer Success (CS) in its current form is broken despite good intent.
- Many CS activities are just check-the-box with limited impact, leading to departmental layoffs.
Subscription Model Shifted Risk
- Traditional software was sold upfront with little concern for post-sale value.
- Subscription models shifted adoption risk to vendors, requiring support for customer value realization.
Shift Focus from Tech to Customer
- The tech industry has focused more on technology than customer needs.
- Customer Success leaders should push businesses to be more customer-centric and value-driven.