Has Customer Success Lost Its Soul?
A direct conversation with David Karp on being nice versus necessary, shared accountability and what it takes to get CS back to doing what it is actually for.
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SaaS Growth Episodes and Show Notes
Free episode notes for SaaS founders, CEOs, GTM leaders and Customer Success operators on AI, trust, product strength, human judgement and post-sale growth.
Is AI Killing Trust in SaaS?
How AI changes expertise, credibility and the way buyers judge whether a SaaS team really understands their problem.
When AI Becomes The User
What changes when AI starts acting inside the product experience, and how SaaS teams should think about value, design and adoption.
Is AI killing SaaS or exposing weak products?
Why AI may not be killing SaaS so much as exposing products that lack clear differentiation, workflow depth or customer value.
AI Is Not the Differentiator — Execution Is
When every SaaS vendor has the same AI tools, what separates the ones that win? A practical look at where AI helps, where it does not, and where the real advantage lies.
The Human Side of Customer Success
Why Customer Success still depends on human trust, judgement and empathy, even as SaaS teams add more process and technology.
How SaaS Silos Damage Retention and Expansion
How organisational silos quietly erode customer experience, NRR and expansion — and what it takes to replace them with real cross-functional synergy.
How Broken Hiring Promises Damage Customer Trust
How poor hiring experiences erode trust before customers even feel it — with Annette Franz on candidate experience, culture and the link between how you hire and how you serve.
How AI Can Drive Growth in B2B SaaS
Where AI is genuinely useful for SaaS growth, where it is overhyped, and what it actually takes to embed it into operations rather than just experiment at the edges.
From Customer Success to Customer Growth: The Next Evolution of SaaS
CS was built to protect revenue, not grow it. The Jasons unpack where CS came from, why the traditional model is under pressure, and what the shift to customer growth actually requires.
AI Is Exposing a Trust Problem in SaaS
A conversation with Catherine Dowden-King on why AI is making an existing trust problem in SaaS harder to ignore, and what commercial teams need to prove before buyers believe them.