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About Us

We help companies scale revenue by deploying customer-centric teams, processes and automation.

We believe that every company can grow faster with a customer-first approach.

Customer Imperative helps companies scale revenue by deploying customer success teams, processes and technology. With a deep focus on B2B SaaS, we serve CEOs, CROs, COOs and Customer Success leaders to help grow revenue faster while improving the customer experience. Companies that partner with Customer Imperative see immediate returns in revenue growth, customer retention and customer lifecycle management.

We stand for:
Being Genuine and Authentic
Acting with Customer Empathy
Thinking Strategically and Acting Pragmatically
Taking Personal Accountability
Prioritizing People First

Founded in 2017 in Charleston, SC, Customer Imperative partners exclusively with B2B SaaS software companies, either large or small, public or private. Our management consulting team has experience inside of publicly traded, private equity and venture-backed software companies across several functions including sales, marketing, customer success, client services, support and product management.

Meet Our Team

Jay Nathan

Founding Partner
With over 20 years of experience in the technology industry, Jay is a B2B SaaS executive with a deep focus on revenue growth, customer experience and driving customer success throughout organizations. His expertise is in managing and transforming all post-sale customer operations to grow revenue and deliver a differentiated customer experience. At Customer Imperative he is focused on developing the team to deliver highly impactful revenue growth and customer experience outcomes for world-class clients. See Full Bio ›

Jeff Breunsbach

Managing Partner
Jeff oversees business operations and ensures the delivery and quality of all client engagements, working with numerous B2B SaaS clients to drive revenue growth through customer success strategy and execution. He believes that great communication, standardization and process consistency lead to high customer engagement, satisfaction, loyalty, retention and growth. He has built and deployed frameworks and toolkits that allow our clients to realize these benefits, most notably, the SaaS Services Project Manager Toolkit. See Full Bio ›

Carl Yost

Partner
Prior to joining Customer Imperative, Carl spent over 20 years as a managing partner and senior executive in software, technology and consulting profession. He has extensive experience in all phases of B2B SaaS customer growth and technology transformation and has also invested in several B2B SaaS companies and has guided several of them through key growth stages. See Full Bio ›

Willow Moellering

Senior Consultant
Willow is responsible for engaging with Customer Imperative’s clients to lead enablement and operations within their organizations. She is passionate about customer outcomes and ensuring that Customer Success teams align to retention and growth goals to show the benefit of a well-rounded organization. Our clients are enamored with her ability to get teams to focus on the key moments that will be impactful throughout the customer journey. See Full Bio ›

Alex Hornbuckle

Senior Engagement Manager
Alex leads our client engagements, building and maintaining key relationships to improve outcomes on behalf of our clients. He brings attention to detail that helps to identify the right opportunities that can enhance the customer experience on behalf of our clients. Alex is always looking for ways to ensure that our projects are pushing ahead and making significant progress. See Full Bio ›

Brad Tippetts

CS Operations Consultant
Brad serves as a CS Platform Specialist, implementing strategic business practices and operations into customer-driven platforms, working closely with our engagement managers and clients to enable and operationalize customer-facing teams. His knack for process automation allows for the platform to help increase efficiency. Brad recently helped the rollout and adoption of Gainsight within Wiley and has been key in helping operationalize the processes and procedures to produce the best overall outcomes. See Full Bio ›

Sheryl Hawk

Sheryl has over 25 years of experience in leading teams responsible for the customer journey both pre and post sales. Most recently, she led Customer Success at Agari where her team was responsible for driving a customer-centric strategy including managing renewals and upsell revenue for Prior she led Customer Success at WhiteHat Security and Conversica holding various roles in both Customer Success and Sales. See Full Bio ›

Board of Advisors

Anna Hill

Anna is the Vice President of Customer Success Operations at Higher Logic. She is responsible for driving the efficiency and effectiveness of the Customer Success organization by defining customer success objectives, strategy, and repeatable processes at scale to enhance the overall customer experience. The Customer Success Organization includes the following functions: implementation, support, managed services, education services and customer success managers. See Full Bio ›

Jason Conrad

Jason Conrad is a senior product leader at Ultimate Software and is responsible for the creation and execution of the product strategy for Ultimate’s next generation HR offering and the mobile app used by millions of workers globally. In addition to product strategy, Jason is also responsible for market research, voice-of-customer, usage growth and customer retention strategies. Jason was previously a principal consultant with Customer Imperative. See Full Bio ›

Sheryl Hawk

Sheryl has over 25 years of experience in leading teams responsible for the customer journey both pre and post sales. Most recently, she led Customer Success at Agari where her team was responsible for driving a customer-centric strategy including managing renewals and upsell revenue for Prior she led Customer Success at WhiteHat Security and Conversica holding various roles in both Customer Success and Sales. See Full Bio ›

Kristi A. Faltorusso

Kristi is a customer success and digital marketing leader with over 16 years of experience. As a passionate customer advocate, keen on evaluating business needs, Kristi builds and scales customer success teams focused on creative problem-solving to drive success for customers across the globe. As the VP of Customer Success at IntelliShift, she oversees the Customer Success organization where the team assists customers in managing and optimizing their business through Industrial IoT and Fleet Operations Management. See Full Bio ›

Work With Us

We're obsessed with customer success. If you share our passion for helping companies grow by cultivating the customer journey, we'd love to connect with you.
See Job Opportunities

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We specialize in defining and implementing revenue growth strategies through customer success.
Early Stage
We are market ready. Customer success is next. 
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Growth Stage
We need customer success to meet our growth goals.
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Mature Stage
We need to evolve to next generation customer success.
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