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Listen "The evolution of customer success with "The Jasons Take On" Co-Hosts"
Episode Synopsis
Meet Jason & Jason, co-hosts of The Jasons Take On in today's podcast collaboration.
Todd Kirk and Casey Trujillo join Jason Whitehead and Jason Noble, the co-hosts of The Jasons Take On podcast to discuss the evolution of customer success.
Learn some of the challenges of scaling impact in customer success, the need for expertise and methodologies in customer success, and the shift towards a consultative function.
Takeaways
There is a need for expertise and methodologies in customer success
The role of customer success is to accelerating time to value for customers
Creating value for customers in customer success requires a focus on understanding customer outcomes.
Vanity metrics can be misleading and may not accurately reflect the impact of customer success efforts.
A consultative approach in customer success involves asking the right questions and guiding customers to solve their own challenges.
Scaling customer success presents challenges in maintaining a human-to-human approach while leveraging technology.
The role of technology in customer success journeys should be tech-enabled, not tech-led.
A mindset shift is needed in customer success management to operate more like a coach guiding customers to achieve their goals.
Contents
00:00 Intro
03:01 Getting to Know the Jasons and Their Podcast Journey
06:32 Playing the 'Most Likely To' Game
09:12 The Evolution of Customer Success and Shifting Perspectives
12:25 Challenges in Scaling Impact and Making an Impact with Customers
15:15 Understanding What Good Looks Like in Customer Success
28:00 Navigating Vanity Metrics and the Need for a Consultative Approach
36:36 Challenges of Scaling Customer Success and the Role of Technology
47:48 Mindset Shift in Customer Success Management
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
Todd Kirk and Casey Trujillo join Jason Whitehead and Jason Noble, the co-hosts of The Jasons Take On podcast to discuss the evolution of customer success.
Learn some of the challenges of scaling impact in customer success, the need for expertise and methodologies in customer success, and the shift towards a consultative function.
Takeaways
There is a need for expertise and methodologies in customer success
The role of customer success is to accelerating time to value for customers
Creating value for customers in customer success requires a focus on understanding customer outcomes.
Vanity metrics can be misleading and may not accurately reflect the impact of customer success efforts.
A consultative approach in customer success involves asking the right questions and guiding customers to solve their own challenges.
Scaling customer success presents challenges in maintaining a human-to-human approach while leveraging technology.
The role of technology in customer success journeys should be tech-enabled, not tech-led.
A mindset shift is needed in customer success management to operate more like a coach guiding customers to achieve their goals.
Contents
00:00 Intro
03:01 Getting to Know the Jasons and Their Podcast Journey
06:32 Playing the 'Most Likely To' Game
09:12 The Evolution of Customer Success and Shifting Perspectives
12:25 Challenges in Scaling Impact and Making an Impact with Customers
15:15 Understanding What Good Looks Like in Customer Success
28:00 Navigating Vanity Metrics and the Need for a Consultative Approach
36:36 Challenges of Scaling Customer Success and the Role of Technology
47:48 Mindset Shift in Customer Success Management
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
More episodes of the podcast SaaS Therapy
The Art of Renewal Negotiations with Jaclyn Sayler, Strategic Account Manager @ BrainStorm
07/01/2026
RECAP: The Path to Customer Success with Lincoln Murphy VP of Customer Experience @ListKit
02/12/2025
The Quality of Your Questions: CS Secrets from the Trenches with Todd Kirk and Casey Trujillo
18/11/2025
Establishing New Success Metrics for Customer Education with Todd Kirk and Casey Trujillo
04/11/2025
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