Breakthrough SaaS Growth with The Jasons · 2026-06-16 · 27 min
Should Customer Success be free, paid or something in between? In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore whether Customer Success should be treated as a professional service. They discuss the different ways companies think about CS: cost centre, profit centre, growth engine, professional service or core part of the product experience. We cover: Whether Customer Success should be a paid service What level of CS should be included for free When premium CS services make sense How charging for CS changes customer expectations Why CS pricing affects value perception How SaaS companies can think about packaging Customer Success This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders deciding how to position, fund and scale Customer Success.
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