CS Leadership Office Hours Thursdays 11:30 am ET
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Customer engagement during COVID
In Session 1 of our CS Leadership Office Hours, we had a panel talk through how to engage with both customers and employees during the COVID pandemic. 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 ›
Structuring your NPS Program with Steve Bernstein
Why NPS must go beyond the survey. Tactical advice on gathering - and using - customer feedback with Steve Bernstein (Waypoint Group) and Jay Nathan. Learn More ›
Katie Yagodnik, Monster
In this episode, Jeff and Katie talk through how Monster has had to leverage customer success technology to deploy against their customer journey. She has worked cross-functionally to implement the tool, data and processes to help her customer success team manage their books of business effectively.  --Big shout out to Katie and the Monster team!Monster: […] 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 ›
Lauren Culbertson, LoopVOC
We talk through some key topics that link Voice of Customer programs to the larger business strategy. 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 ›
Gail and Bruce Montgomery, ExperienceYES
Jay and Jeff sit down with Gail and Bruce Montgomery to talk through how Improvisation and art of Stand-Up Improv can be applied to business. --Big shout out to Gail and BruceGail: https://www.linkedin.com/in/gailmontgomery/Bruce: https://www.linkedin.com/in/bruce-montgomery-7773162/ --This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth […] 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 ›
Stacie Ward, Red Canary
We discuss how she is building long-term relationships with her customers in order to stay solutions-focused and drive retention In her business. Learn More ›
Abby Hammer, ChurnZero
This episode, Jay and Jeff welcome Abby Hammer, Chief Customer Officer and Head of Products at ChurnZero. She's a rockstar that marries product and customer success and lets us in on her best strategies for connecting the two. --Big shout out to Abby and ChurnZero: https://churnzero.net/Abby Hammer: https://www.linkedin.com/in/abbyhammer/ --This podcast is brought to you by Jay Nathan […] Learn More ›

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