Breakthrough SaaS Growth with The Jasons

This episode takes on a question many SaaS companies still avoid asking properly: if revenue is a team sport, why are so many organisations still running Sales Kickoff as if revenue belongs to Sales alone? Jason Noble and Jason Whitehead are joined by Kristi Faltorusso for a sharp and practical discussion on the shift from SKO to RKO - and why this is about far more than changing the name of an event. They explore what real revenue alignment looks like across Sales, Customer Success, Marketing, Services and Support, and why too many companies still invite CS into the room without truly integrating them into the strategy. The conversation gets into the structural, cultural and operational changes needed to move from siloed planning to shared accountability. From co-designed agendas and shared enablement to metrics, incentives and leadership mindset, this episode challenges the old model and makes the case for a more joined-up approach to growth. If you care about retention, expansion, customer outcomes and building a genuinely revenue-aligned SaaS business, this is one worth listening to. ABOUT KRISTI FALTORUSSO After 14 years in Customer Success and SaaS, Kristi Faltorusso has built a reputation as one of the most practical and outspoken voices in the CS space. She has led Customer Success teams across startups and scaleups, helping organisations improve retention, drive growth and build scalable, customer-first operations that actually work in the real world. Kristi is known for turning Customer Success into something operationally useful, commercially relevant and refreshingly honest. From playbooks and templates to workshops, events and community conversations, she has become a trusted voice for CS leaders looking to rethink how their teams create value. Connect with Kristi on LinkedIn:

In this episode, Jason Noble and Jason Whitehead are joined by Josh Schachter, SVP of AI Strategy & Market Development at Gainsight and host of the Unchurned podcast, to explore what is really putting SaaS retention under pressure. They discuss whether AI is increasing churn risk or simply exposing weak value, why build versus buy is becoming a bigger issue, and how tighter financial scrutiny is changing renewal conversations. They also look at what Customer Success must do differently if it wants to protect GRR and remain commercially relevant in the AI era. A sharp conversation on retention, value and what SaaS leaders need to do next. About Josh Schachter Josh Schachter is SVP of AI Strategy & Market Development at Gainsight and host of the Unchurned podcast. He founded Update, often described as “Gong for post-sales”, which was later acquired by Gainsight. Today, he works at the intersection of AI, Customer Success leadership and post-sales operations, helping SaaS leaders understand what is really changing inside modern revenue teams. Connect with Josh on LinkedIn:

Chad Horenfeldt, seasoned Customer Success leader and author with roles at Meta (Kustomer), Eloqua and more. He discusses how AI is shifting CSM work from admin to strategic outcomes. Short takes on moving conversations beyond product usage. Practical AI use cases and frameworks for driving measurable customer value.

This episode explores what sustainable SaaS growth really looks like now that the era of growth at all costs is over. Jason Noble and Jason Whitehead unpack the shift from chasing speed at any price to building smarter, healthier, and more profitable growth. They discuss the warning signs of unhealthy scaling, the classic traps SaaS companies fall into and what leaders need to do differently to balance ambition with discipline. Listen in as they talk through the new playbook for healthy growth, from retention and efficiency to hiring, tooling and the metrics that matter most. It is a practical conversation for SaaS leaders who want to scale with more clarity, stronger customer outcomes and fewer costly mistakes.

This episode dives into the core of customer success and whether it has strayed from its original purpose of driving customer impact and value. Jason Noble and Jason Whitehead are joined by David Karp, a seasoned leader in post-sales operations, for an insightful discussion about the shifts needed to refocus on strategic partnerships, accountability, and measurable success. Explore how empathy, clarity, and shared responsibility can enhance both customer relationships and internal alignment within SaaS organizations.  ABOUT DAVID KARP As a seasoned leader with over 30 years of experience in post-sales leadership, David's journey has been driven by one mission: to transform customer relationships into powerful growth engines. At DISQO, he spearheads a dedicated team focused on delivering unmatched value that drives not only client success but also organizational growth. His passion lies in harmonizing culture, technology, and data. By enhancing performance through innovative strategies, he helps create experiences that resonate and lead. As a certified mentor and lifelong learner, he blends his expertise with a genuine commitment to uplifting colleagues, clients, and community. Each day, he begins with faith, exercise, and the conviction that today's challenges will become tomorrow's success stories. Connect with David on LinkedIn:

AI is transforming the SaaS landscape, but it amplifies human capabilities rather than replacing them. The hosts debunk the myth that AI will take over customer success roles, emphasizing its role in reducing friction and enhancing insights. They discuss where AI provides true strategic value and caution against relying on it for critical areas like legal or medical advice. Clean data and sound processes are vital for effective AI use, and culture and human judgment become key differentiators in an AI-driven world.

In this episode of Breakthrough SaaS Growth with The Jasons, Jason Whitehead and Jason Noble dig into how organizational silos quietly kill momentum, erode customer trust, and drag down key metrics like adoption, NRR, and renewals. They unpack where the most common silos form between sales, CS, product, engineering, and marketing, and explore how shared data, better forums for collaboration, and smarter incentives can turn fragmented teams into a single growth engine. The Jasons also discuss how AI can unlock truly shared customer visibility - and they wrap up with a practical “breakthrough challenge” you can use this week to start building real cross-functional synergy.

On Breakthrough SaaS Growth with The Jasons, we unpack how a broken recruiting journey can undermine trust—and growth—before Day 1. Annette Franz connects culture, EX, and CX, showing how misaligned expectations and hiring “promises” ripple into churn, brand damage, and stalled expansion. You’ll hear practical ways CS leaders can partner with Talent to design candidate experiences that reinforce your brand promise, close the promise–delivery gap, and set the stage for loyal customers and durable revenue. Bio: Annette Franz Annette Franz is a globally recognized thought leader, author of three books, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes. Email: annette@cx-journey.com Website: https://annettefranz.com/

In this episode, Jason Noble interviews co-host Jason Whitehead about the career-defining moment when his boss at Texas Instruments told him: “If we can’t get people to use the system and prove value, we don’t need it - or you.” They unpack why customer adoption - not training - is the real growth engine in B2B SaaS, how most vendors are still getting it wrong, and what a true adoption program looks like across the customer lifecycle. You’ll hear practical ways to bring adoption into your sales process, de-risk big implementations, and turn “we bought the tool” into “we changed how we work.” Links mentioned: Free User Adoption training for SaaS leaders: https://schain.work/AdoptionTraining Adopt Chain program: https://schain.work/AdoptChain Jason’s site: https://www.jasonwhitehead.me/

n this episode of Breakthrough SaaS Growth with The Jasons, hosts Jason Noble (London) and Jason Whitehead (U.S.) sit down with Bruce Temkin, founder of Humanity at Scale and one of the most respected voices in customer experience, leadership, and organizational psychology. Together, they explore how SaaS companies can scale growth without sacrificing human connection — and why empathy, trust, and purpose are fast becoming the competitive differentiators in an AI-driven world. Bruce shares how leaders can break free from the “efficiency trap,” rethink the role of AI as a collaborator (not a replacement), and design experiences that amplify humanity rather than automate it away. The conversation dives deep into what it means to lead with emotional intent, why values-based leadership matters more than ever, and how technology can either dehumanize or elevate — depending on the choices we make. In this episode, we discuss: Why efficiency-focused leadership leads to mediocrity — and how to escape itHow AI can enhance (not replace) human creativity, empathy, and purposeThe power of human–AI collaboration and what it means for SaaS leadersDesigning experiences that include deliberate human touchpointsRethinking leadership education in a world of automationWhat “Humanity at Scale” really means — and how it can transform organizations Bruce Temkin: Bio & Links: Bruce Temkin is a pioneer in human experience management and a trusted executive advisor. Often called the “Godfather of Customer Experience,” he helped define the fields of Customer Experience, Employee Experience, and Experience Management—reshaping how organizations serve the needs of their most important stakeholders. He founded the Qualtrics XM Institute, co-founded the Customer Experience Professionals Association, led Temkin Group, and was Forrester Research’s most-read analyst for 13 consecutive quarters. Bruce has guided hundreds of organizations through periods of rapid change and disruption—often driven by emerging technologies—by helping leaders stay focused on what matters most: people. He now hosts Humanity at Scale: Redefining Leadership, a podcast where bold thinkers explore how trust, empathy, and purpose drive lasting success. 🌐 Website: https://humanityatscale.substack.com Podcast: https://humanityatscalepodcast.com 💼 LinkedIn: https://www.linkedin.com/in/brucetemkin/ 👉 Explore more episodes and subscribe at https://breakthroughsaasgrowth.com