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
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 ›
Always Bring Value
Our guest author, Damien Howley, (VP, Customer Success for Passport) shares with us the value-relationship matrix that he brings to his customer success teams. This concept has led to rapid net retention growth and keeps his team focused on "Always Bringing Value" to the customer. Learn More ›
Why SaaS growth is about more than new logos
Opportunities exist outside of new logo sales to impact revenue growth specifically through upsell and renewal execution within the customer base. Learn More ›
Growing and Scaling Customer Success
Designing and implementing customer success for B2B SaaS. Learn More ›
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 ›

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