Is your buying experience built for the customer or just convenient for you?

In this episode, Jarod Greene welcomes James Kaikis, CRXO at TestBox, to challenge how SaaS companies treat their customers after the deal closes.

James shares his frustration with buying software today, calling out the friction, the lack of follow-through, and the disappearing act many sales teams pull once a contract is signed. He makes the case that real value doesn’t come from the pitch but from what happens after. His fix? Rethink the roles we’ve boxed people into, especially Solutions Engineers and Account Executives, and bring their genuine expertise across the entire customer journey.

In this episode, you’ll learn:

1. Why trust breaks post-sale – Customers lose confidence when the people who earned their buy-in vanish at go-live.
2. How Solutions Engineers can drive value beyond the pitch – When SEs stay involved, buyers actually see what they were promised.
3. What sales teams should prioritize instead – Building credibility, sharing real proof, and sticking with the customer past the close.

Things to listen for: 

(00:00) Introduction

(00:36) Customers aren’t actually the priority

(01:08) Why buying software still sucks

(02:10) Building roles around buyer needs

(02:55) SEs hold untapped post-sale value

(03:53) Fixing the AE credibility problem

(04:33) Growth at all costs broke SaaS