Breakthrough SaaS Growth with The Jasons

In this episode of The Jasons Take On… we are joined by special guest, Abby Hammer. Abby is the VP of Customer Succes and Head of Product at Churn Zero, a leading customer success platform. Join us as we discuss the importance of close alignment between customer success and the product team. Abby shares her keen insights, experiences and practical recommendations for how you can better align these two critical functions. ADDITIONAL RESOURCES: Connect with Abby on LinkedIn: https://www.linkedin.com/in/abbyhammer/ Learn more about Churn Zero: https://churnzero.net/ CONNECT WITH THE JASONS: thejasonstakeon.com/

The topic of this episode is "Product-Led Customer Success". Dave Jackson is a recognised expert in customer focused organisations and is a strong advocate for product-led customer success. He is CEO of TheCustomer.Co, which helps companies profitably win, satisfy, retainand grow their chosen customers better than the competition. In 2000 Dave founded and was CEO of Clicktools, one of the UK’s first SaaS companies. ADDITIONAL RESOURCES: Connect with Dave on LinkedIn: https://www.linkedin.com/in/davidjacksonuk Learn more about Dave and his work at The Customer.Co: https://thecustomer.co FREE EBOOK ON PRODUCT-LED CUSTOMER SUCCESS Download Dave's insightful ebook on Product-Led Customer Success: https://thecustomer.co/2018/07/17/product-led-cs-ebook/ CONNECT WITH THE JASONS https://thejasonstakeon.com/

CS is now ingrained in the mindsets of many founders, investors, leaders and companies, but it is still functioning as an add-on to the product and services we offer and provide. How do we make that shift to enable our product and services themselves to drive customer success growth for us. How do we build customer success into our products from day one and how do we move the shift from a people intensive customer success philosophy. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: thejasonstakeon.com/ Learn more about Tri Tuns at: trituns.com/ Join The Jasons Take On... group on Linkedin: trituns.co/TheJasonsLI

With the rapid growth in customer success over recent years, your customers are now working with multiple customer success managers and team and systems, with multiple vendors for different parts of their overall value chains. How do you best work with your customers to ensure they're achieving the outcomes that they need to from you that contribute to their overall success. How do you work with other vendors' CS teams to best help your customers? You need to figure out: • How can we help customers work with multiple customer success managers, and how do we get a better insights into where are services fit into the overall value chain for the customer and that we're not almost competing with each other for our customers' time. • How do you align your CS services and capabilities with integration partners to ensure an effective end-to-end experience that delivers the customer outcomes across all integrated applications and services? • How do you help partners and VARs build their own competitive CS services that support your brand reputation

We all know that customer success is a rapidly growing area of focus for businesses and a growing industry in its own right. Your prospects and customers are facing a wide variety of customer success services, approaches, capabilities and price-points. The customer success services and your ability to deliver customer outcomes is the new competitive battleground for renewal and growth. This poses several new challenges for you from a sales, delivery and success perspective. You need to figure out: • How do you develop and deliver fast, efficient, effective and scalable CS services that beat the competition? • How do you market, bundle and sell CS services as a competitive differentiator that accelerates sales and growth? Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. **Download our free "Software Buyer's Guide to Evaluating Vendor's Customer Success Services" and learn that questions you need to be prepared to answer during the sales process. https://trituns.co/SWBuyer Read Jason Whitehead's article, "The Big Bold Future of SaaS Growth is Customer Success" https://trituns.co/BoldFutureSaaSGrowth Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: https://thejasonstakeon.com/ Learn more about Tri Tuns at: https://trituns.com/ Join The Jasons Take On... group on Linkedin: https://trituns.co/TheJasonsLI

The Jasons... welcome special guest, Mona Yoast, VP of Educator Success at Learning Ally. Mona discusses, "Upping Your Customer Success Game" and shares her experiences and what she learned while transforming her customer success team. Learn about Learning Ally: https://learningally.org/ Learn more about Tri Tuns: https://trituns.com/ Learn more about The Jasons Take On, including catching replays and registering for upcoming episodes: https://thejasonstakeon.com/

The Jasons... welcome special guest, Lawton Ursrey, VP of Customer Success at UserIQ. Lawton shares his experiences running a customer success team and maturing the delivery of great customer success services. Learn about User IQ: https://useriq.com/ Learn more about Tri Tuns: https://trituns.com/ Learn more about The Jasons Take On, including catching replays and registering for upcoming episodes: https://thejasonstakeon.com/

This is a topic that we're super passionate about and the conversation this month will talk through the pros and cons of both approaches, what our recommendations are, and the trends we're seeing in different companies now. Many CS leaders and professionals have extensive and broader experiences, across different industries and sectors, and when positioned correctly, it can have significant benefits for companies. How important is specific domain expertise in customer success? Join us to hear our insights from our own experiences on this topic. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: https://thejasonstakeon.com/ Learn more about Tri Tuns at: https://trituns.com/ Join The Jasons Take On... group on Linkedin: https://trituns.co/TheJasonsLI

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. Not all customers need or want the same approaches and engagement (and experiences) from you. Segmentation is a critical part of delivering your customers' success and how you approach delivery within your segmentation drives that success. This month we're going to talk about the so called low touch and tech-touch models for customer success, when to use them, what they look like and how to ensure they're delivered at the right level. Many businesses start with a one size fits all, very reactive approach to customer success. By looking at different models like this, you can scale and grow your customers successfully. 3 Things you will learn: 1. Why and how to segment your customers for low-touch and tech-touch customer success services  2. Challenges with building effective low-touch and tech-touch models Steps you can take to ensure your low-touch and tech-touch efforts are impactful and accelerate customer's success Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: https://thejasonstakeon.com/ Learn more about Tri Tuns at: https://trituns.com/ Join The Jasons Take On... group on Linkedin: https://trituns.co/TheJasonsLI

The Jasons are very excited to have our first guest join "The Jasons Take On…". Please join our conversation with Sue Farrance, Head of Customer Success at Signable. Sue shares her experiences and insights into how to best develop trusted relationships with Customers. Enjoy Sue's insights into how she built the customer success program from scratch, her unconventional approach to highering great customer success talent, and how she has focused all of her team's actions on building trust with customers. You can connect with Sue on LinkedIn at: https://www.linkedin.com/in/suefarrance/ Learn more about The Jasons Take On, and register to join one of our live podcasts at https://thejasonstakeon.com/