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 ›

Jason Conrad

Associate Partner
Jason works closely with our consulting teams to ensure that our clients succeed at gaining, growing and retaining customers. His passion for customer-centricity allows him to guide our clients through an outside-in approach to customer success and customer journey design, leading to revenue growth and a differentiated customer experience. His experience across sales, marketing, product and customer success have allowed him to help our clients focus on customer-first experiences. See Full Bio ›

Jeff Breunsbach

Director of Accounts
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 ›

Willow Moellering

Customer Success Director
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 ›

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

Board of Directors
Agari VP of Customer Success
Sheryl Hawk is Agari’s VP of Customer Success and is responsible for driving a customer centric strategy and initiatives across the company Her organization is responsible for managing renewal and upsell revenue for Agari as well as all customer health, adoption activities and advocacy initiatives. She has over 25 years of experience in leading teams responsible for the customer journey both pre and post sales, bringing exceptional value to our board of advisors and our customers. 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.
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Schedule a Free Customer Success Evaluation

We consult exclusively with B2B software companies of any size, specializing 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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