Breakthrough SaaS Growth with The Jasons

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

In our first full episode under the new brand, Breakthrough SaaS Growth with The Jasons, hosts Jason Noble (London) and Jason Whitehead (U.S.) tackle the topic everyone’s wrestling with: AI that impresses in demos but struggles in the real world. We dig into why so many pilots stall, how data quality and trust make or break outcomes, and what leaders should do before unleashing “digital employees” on customers. What we cover: Why AI ROI depends on clean, consistent data (and how to stop training “dumb” digital employees).The danger of over-trusting models without human verification—and when that verification can safely taper off.Moving from efficiency plays (faster emails, transcripts) to value creation (better decisions, in-product guidance, time-to-value).An AI maturity path: start with narrow wins, iterate, and scale once trust/accuracy is proven.Org readiness: budgeting not just for tools but for ongoing change management, governance, and secure usage.Competitive implications: why companies that fix data + adoption now will set the pace for the next decade. Listener Challenge: This quarter, pick one AI initiative where better data or context would genuinely move the needle for customers. What will you fix or pilot, and how will you verify trust? 👉 Learn more, subscribe to the newsletter, and get show updates at https://breakthroughsaasgrowth.com. If you enjoyed this episode, share it with sales, product, marketing, finance, and CS leaders—because growth is a team sport.

We’re back — and bigger than ever. What started as The Jasons Take On has evolved into Breakthrough SaaS Growth with The Jasons, a podcast dedicated to helping SaaS leaders drive growth across the entire business — not just within Customer Success. In this short, special episode, co-hosts Jason Noble and Jason Whitehead pull back the curtain on the rebrand — why it happened, what it means for you, and what exciting new topics and guests are on the horizon. You’ll hear how our focus has expanded from Customer Success to the broader SaaS growth engine — spanning product, pricing, onboarding, adoption, sales alignment, and executive strategy. Expect more deep dives, more practical takeaways, and more voices from founders, investors, and cross-functional leaders driving breakthrough results. What’s New: A broader focus on growth across sales, product, marketing, CS, and financeNew deep-dive episodes featuring SaaS founders and investorsContinued tactical plays with actionable takeaways you can use immediatelyExpanded content across LinkedIn, YouTube, and X (Twitter) If you’ve loved The Jasons Take On, you’ll feel right at home here — same Jasons, same energy, same honesty. Just a bigger mission to help SaaS businesses grow smarter, faster, and more sustainably. 👉 Subscribe and connect with us: 🌐 Visit our new website: https://breakthroughsaasgrowth.com🎧 Listen and subscribe on Apple Podcasts or Spotify💬 Follow us on LinkedIn for clips, news, and behind-the-scenes updates:Jason WhiteheadJason Noble Got a guest suggestion or want to sponsor the show? Visit breakthroughsaasgrowth.com to get in touch.

Join Jason Noble and Jason Whitehead when they sit down with Dan Griffith to tackle 2025 efficiency pressure: why cutting Customer Success kills growth. Dan Griffith urges shifting spend from SDR/BDR to AI-enhanced AEs and CS, doubling down on analytics, proactive renewals, and a clear happy path.  Dan Griffith is the founder of Greater Gain Group and co-founder of Grow DGTAL, helping founder-led B2B software and tech service companies build capital-efficient, predictable revenue engines. He has worked with more than 50 B2B SaaS and tech-enabled companies, especially those in healthcare and financial services, to deliver results such as 2–3× pipeline growth, shorter sales cycles, and 30–50% lower CAC.  Dan also guides EU and UK SaaS teams as they enter the U.S. market, helping them land messaging that resonates and systems that scale. His methodology is simple: clarify the right customers, spark real conversations, and put processes in place that reliably turn them into revenue. He’s also the host of Seriously Don’t Do That™, a weekly podcast and LinkedIn Live show spotlighting costly mistakes founders and sales teams make—and how to avoid them. Website: https://growwithdan.com/LinkedIn: https://www.linkedin.com/in/dangriffithsr/X: https://x.com/dangriffithsrYouTube: https://www.youtube.com/@dangriffithsr

In this episode of 'The Jason's Take On,' co-hosts Jason Whitehead and Jason Noble discuss the evolving role of AI in customer success. They explore common misconceptions about AI reliability, the importance of human intuition, and the need for proper training in AI adoption. The conversation highlights how AI can complement human expertise, the challenges of ensuring data quality, and the critical role of analytical skills in leveraging AI effectively. Tune in for insights on navigating the intersection of technology and customer success. 

In this episode, we host Alex Raymond, founder of Amplify and the Account Management Secrets podcast, to explore the evolving dynamics between account management and customer success. With lines blurring between the two roles, Alex shares insights on their convergence, challenges in aligning with revenue goals, and strategies for navigating organizational design. Join us for a thought-provoking discussion on the future of these critical functions in driving customer retention and business growth. About Alex Raymond: Alex Raymond is a visionary entrepreneur and thought leader in account management and conscious leadership. With over a decade of experience founding and leading companies like Kapta and AMplify, Alex has worked with thousands of account managers and business leaders, helping them drive client growth and build thriving relationships. As the host of the Account Management Secrets podcast and founder of The Conscious Entrepreneur Summit, Alex is passionate about creating communities that foster connection, personal growth, and professional excellence.  Connect with Alex on LinkedIn