About Us2019-01-21T15:31:36+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.

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.

Jason Conrad
Jason ConradAssociate Partner
Prior to joining Customer Imperative in 2018, Jason spent over 10 years in leadership positions across management consulting, B2B SaaS and consumer technology industries. Starting his career in management consulting at PwC, Jason has held senior leadership positions at global organizations like PwC and Comcast, to early and growth-stage SaaS companies including PeopleMatter and Snag. A product marketer at heart, Jason leads cross-functional teams to develop and market customer-centric product and services experiences with customer success as a primary goal.

At Customer Imperative, Jason works with growth-stage technology clients to gain, grow and retain valuable customers. Jason specializes in customer success and product marketing practices that drive SaaS product-line growth and profitability.

Jeffrey Breunsbach
Jeffrey BreunsbachDirector of Accounts
Prior to joining Customer Imperative in 2018, Jeff spent 7 years serving various roles within finance and marketing. Jeff began his career working with financial data for a leading private investment firm, building models based on market analysis. He leveraged that experience to become an analyst and later, Account Director, at Levelwing, a digital agency servicing both B2C and B2B companies. Most recently, Jeff led partnerships with companies such as Lenovo, Pep Boys (holding of Icahn Enterprises) and Gildan to create digital marketing strategies, execute media initiatives and measure the overall business impact.

At Customer Imperative, Jeff focuses on leading account relationships, working to provide strategic project oversight while coordinating resources and identifying and mitigating any project risk.

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

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