Jason Thurman

Background

About Jason Thurman

I help SaaS businesses find and repair the holes in their customer retention bucket, operationalize renewal growth, and transform Customer Success from a cost center to a revenue engine. Most companies struggle with driving customer retention improvements because when you start following churned dollars, you don't know where they'll lead. A successful CS team needs Sales' revenue mindset and the operational rigor of a Lean Six Sigma 3rd degree black belt. That means assessing your revenue landscape, pinpointing sources of customer friction, orienting to true bottom-line risk, and developing solutions. The myriad shapes those solutions can take - improvements to product, implementation, training, customer support, user awareness, account management, professional services offerings, renewal management processes, and more - can only be solved with a deep blend of strategic SaaS business operational acumen, effective cross-functional leadership, and passion for the experience of your customers. I thrive in the messy middle of growth, making sense of shifting priorities and scaling pain to build systems that drive retention, expansion, and advocacy. I’ve led $250M+ ARR portfolios, led post-merger integration projects for thousands of customers and tens of millions in recurring revenue, delivered steady year-over-year GRR and NRR gains, and helped organizations evolve from reactive support to proactive, predictive, revenue-impacting CS operations. I lead with empathy, levity, and a relentless energy for solving big problems. I ask the hard questions, align teams on a shared mission, and build repeatable systems that actually work. My teams operate with clarity and visibility into KPIs, forecast renewal revenue accurately, mitigate risk systematically and at the account level, and deliver frictionless experiences that turn customers into champions and ARR growth. Let’s talk if you’re looking to: • Strengthen your Customer Success function for scale or post-merger integration • Turn CS into a measurable revenue driver • Build programs that make customers stick around and sing your praises widely