Jay Nathan

Founding Partner / Managing Director
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. Starting his career as a software engineer, Jay’s career has evolved through leadership positions in the most customer impacting functions: professional services, product management and customer success. Jay’s expertise is in managing and transforming all post-sale customer operations to grow revenue and deliver a differentiated customer experience.

As SVP of Customer Success for PeopleMatter, a VC-backed, B2B SaaS company with a successful exit to Snagajob, Jay built professional services, technical services, training, account management and customer success from the ground up. Prior to PeopleMatter, Jay was a director in both product management and professional services organizations at Blackbaud, an $850MM B2B SaaS company focused on powering social good. Jay’s focus at Customer Imperative is on developing the team to deliver highly impactful revenue growth and customer experience outcomes for world-class clients. Jay is a thought leader in the customer success industry and believes that every company can grow revenue faster with a customer-first approach.
Credentials
Appalachian State University
Walker College of Business
BS Business Administration

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Posts by Jay Nathan
Go on the offense to better serve your customers
Establishing an offensive posture toward customers is the very essence of customer success, and it goes well beyond customer service which is typically reactive in nature. Learn More ›
Maybe you should blow up customer success and start over
Customer success begins with a recognition that customer retention and growth is critically important to a SaaS business. Learn More ›
Can an NPS overhaul get higher response rates?
Do you ever open a survey, only to find a huge set of questions and immediately close it? You’re not alone. Learn More ›
Owning the Number
The drum beat is getting louder in the B2B SaaS world: Customer Success Management teams need to align themselves with revenue.  Learn More ›
Customer Success through Channel Partners
A comprehensive “partner success” strategy can help overcome challenges and significantly decrease the failure rate of reseller alliances. Learn More ›
Should CSMs Own Cross Selling?
So, if your cross sell opportunities involve selling into a new group within an existing customer or against a competitor’s new logo sales executive, consider having an AE handle the opportunity. Learn More ›
Customer Success is the New Growth Plan
Even if there’s headroom in your market for new logo bookings, there’s value in upsell and renewal execution. 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 ›
Customer Success Alignment to SaaS Metrics
We're firm believers that Customer Success teams should play a role in driving these metrics. Learn More ›
In-App NPS: Good idea or bad? (spoiler alert: it's bad)
In the moment, a user’s perception of your company could swing wildly depending on the quality of or ease with which that transaction was executed. Learn More ›
Customer Insights: The devil is in the details
The journey to combine, correlate, clean, analyze and act upon customer data is never-ending. Learn More ›
Don't change. Transform.
SaaS and other services monetized via subscriptions and transactional models need transformation to survive. Learn More ›

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