About Us2018-08-10T16:54:31+00:00

At Customer Imperative, we’re obsessed with customer success…

We design and implement measurable, scalable customer success programs for fast-growing B2B SaaS software and technology companies. Our team of experienced consultants, data analysts and LTV evangelists have proven track records at B2B tech companies large and small, public and private.

Success Stories

  • Developed a Customer Success program to increase retention and renewal rates at a $25MM company
  • Reorganized sales and customer success functions to increase customer upsell revenues at a $60MM company
  • Built customer segmentation and expansion campaign for a $150MM payments company
  • Defined client services and success organization for a rapidly growing $15MM software and services company
  • Created a customer success playbook to drive platform adoption for a $25MM software company
  • Developed the job specification for and supported the hiring of an SVP, Customer Success role for a $15MM software company
  • Supported acquisition due-diligence process for a $1B private equity fund

Recent Projects

  • Developed a Customer Success program to increase retention and renewal rates at a $25MM company

  • Reorganized sales and customer success functions to increase customer upsell revenues at a $60MM company

  • Built customer segmentation and expansion campaign for a $150MM payments company

  • Defined client services and success organization for a rapidly growing $15MM software and services company

  • Created a customer success playbook to drive platform adoption for a $25MM software company

  • Developed the job specification for and supported the hiring of an SVP, Customer Success role for a $15MM software company

  • Supported acquisition due-diligence process for a $1B private equity fund

Our Team

Jay Nathan
Jay NathanFounder
Jay has spent nearly 20 years building and leading high performance, thought-leading Customer Success teams. Through that experience he has developed a perspective and method for creating repeatable Customer Success. Jay believes that when customers win, so do the companies that serve them. Through his experience – from SaaS startups to publicly traded software companies – he has gained a deep understanding of the strategies and operational details needed to deliver systematic outcomes for both the customer and the business.

After 8+ years with Blackbaud, and a successful exit of PeopleMatter to Snagajob, Jay founded Customer Imperative. A purpose-driven company working with B2B SaaS companies to keep and grow their most import asset: Their Customers.

Jeffrey Breunsbach
Jeffrey BreunsbachDirector of Accounts
Jeff is responsible for leading account relationships on behalf of Customer Imperative, working to provide strategic oversight while coordinating resources and identifying and mitigating any project risk. Together with his colleagues, they bring a track record of success within large and small, public and private technology companies across a number of fields including customer success, marketing, data and analytics, product development, professional services and more.

Prior to Customer Imperative, he spent 6 years serving various roles at Levelwing, a digital marketing agency based out of Charleston, SC. While at Levelwing, he most recently served as an Account Director maintaining the agency/client partnership and providing strategic oversight for several enterprise clients. He graduated from the College of Charleston with a BS degree in Business Administration with a concentration in Finance.

Jordan Patterson
Jordan PattersonDirector of Analytics
Jordan leads data analysis development for the Customer Imperative team, as well as acting as a subject matter expert in related Customer Success and Analytical projects. With her other team members, they unify qualitative and quantitative discoveries to ensure the best possible organization and implementation strategy. Right now in Analytics, her specific projects include Customer Segmentation, Cohort Analysis, and Engagement and Adoption metrics for customers.

Her background originated in Customer Success and Enterprise Account Management until transitioning to own Customer Reporting at PeopleMatter. Before joining the Customer Imperative team, her most recent venture oversaw customer and product usage analytics for Snagajob working closely with both Customer Success and Product to increase overall adoption and new feature release success.

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