For the final episode of Doing It For Retention in 2025, we close the year with a straight-talking reflection on what actually happened across SaaS, Customer Success, and GTM leadership.
This episode brings together Dave Jackson and Peter Lyon, two experienced operators who have seen the shifts up close. Not the LinkedIn version of 2025, but the reality leaders have been navigating behind the scenes.
The conversation looks at how Customer Success roles have evolved over the past year, and why many VP of CS positions have quietly disappeared as CRO ownership becomes more common. It explores the cracks that 2025 exposed in the traditional SaaS operating model, particularly around cost, efficiency, and long-tail customer management.
There’s also a candid discussion about AI. Not in terms of hype, but in terms of impact. Entry-level roles are already being replaced, agentic customer service is becoming viable at scale, and leaders are being forced to rethink how teams are structured, developed, and retained.
Beyond structure and technology, the episode touches on the human side of the year. Culture, layoffs, hybrid work expectations, private equity pressure, and the changing skill set required to lead teams through uncertainty all feature heavily.
It’s an honest, end-of-year reset. Part reflection, part warning, part preparation for what 2026 is likely to demand.
The video is embedded below.
Listen to the full episode on Spotify.
Looking to hire smarter or land your next Customer Success role? Contact ABR Talent.
