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Jay Nathan

Founder & Managing Partner
Across the years and a number of different functional executive roles, I have developed a customer retention and growth methodology for building, managing and scaling tech companies serving a wide range of end-markets and customer sizes.

After spending nine years with Blackbaud and a successful exit of PeopleMatter to Snagajob in 2016, I founded Customer Imperative, a purpose-driven company focused on helping B2B SaaS retain customers, grow revenue and scale customer success.

Since founding Customer Imperative, my team has worked with dozens of B2B subscription businesses to design and execute customer-centric growth plans.

In addition to being a full time entrepreneur and SaaS fanatic, I am a dedicated husband, father of three, and an active member of Seacoast Church in Mt. Pleasant, SC (just outside of Charleston). I enjoy hiking and running, and I am a 30-year student of the guitar.

While still a number of years away, my long-term ambition is to launch a Jimmy Buffett cover band. For now, B2B SaaS growth is the focus.

Check out the Gain, Grow, Retain Podcast: https://customerimperative.com/podcast/
Appalachian State University
Walker College of Business
BS Business Administration

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Posts by Jay Nathan
Understanding Joint Success Planning: A tool for outcome-based customer success management
A Joint Success Plan is a simple but powerful tool for outcome-based customer success management. It's designed to help solution providers align with their customers' business goals and objectives. Learn More ›
Who Should Own Renewals and Upsells: Sales or Customer Success Managers?
Boaz S. Maor and Jay Nathan explore one of the most common topics in customer success forums, conference, blogs and management meetings. Learn More ›
Customer Retention with the Thriving-Striving-Surviving Health Score
SaaS businesses need to understand every customer’s unique situation right now. Here’s how to run a customer health segmentation exercise without creating a lot of friction for your customers. Learn More ›
Retooling segmentation given the current financial climate
Given the current times, we need to be thinking about our engagement with customers differently. We must adapt quickly. Learn More ›
5 Customer-centric Processes to Begin Immediately
Through our work with dozens of growth-stage, B2B SaaS companies and conversations with hundreds of execs and CS leaders we've identified a handful of processes that can move the needle quickly. Learn More ›
I'm often asked if CS is a derivative of sales or support...
The answer is neither. Learn More ›
Customer Segmentation is not a one size fits all
One of the most elemental pieces of our customer retention and growth strategy... Learn More ›
Grow Faster with a Customer-First Approach
Customer Success teams are looking to harness data to produce insights they can act against to reduce customer churn and increase satisfaction and upselling opportunities. Learn More ›
"Our customers are calling our CSMs instead of support."
"Our customers are calling our CSMs instead of support." Learn More ›
Measuring B2B CX in SaaS: What are the metrics that matter?
According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. Learn More ›
Customer Success Isn’t an Add-On. Start Early to Win Later.
Using the proprietary Scale Studio dataset of hundreds of SaaS startups, we’ll look at the metrics that venture investors use to link your company’s valuation to success in Customer Success -- then dive into the tactics for adapting your CS program to your company’s high-touch or low-touch sales model. Learn More ›
40 SaaS Companies, 80 Customer Success pros, one room; What I learned
...the discourse has shifted toward execution and operations: building process and transforming organizations to capitalize on customer-centric growth opportunities. Learn More ›

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