Today’s episode features an interview with Jay Nathan, EVP & Chief Customer Officer at Higher Logic. Higher Logic is an industry leader in cloud-based engagement platforms with a data-driven approach that gives organizations an expanded suite of engagement capabilities.
By serving in a variety of executive roles across customer success, product, services, and account management, Jay has developed a powerful methodology for building, leading, and scaling SaaS companies serving a wide range of end markets and customer sizes.
In this episode, Jay discusses the proper mindset to scale customer success, the challenges of counting on customer relationships, and his homegrown customer success community, Gain Grow Retain.
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Guest Quote:
“And now, as you take on leadership roles, and you know this because you do the same thing, you solve problems for groups of customers at a time, not just one at a time. And that's the beautiful thing about customer success and having a more strategic role, go-to-market planning, and all these other pieces is that you're actually solving problems at scale, which is more fun ultimately than solving them one at a time, at least for me.” - Jay Nathan
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Timestamp Topics:
**(04:11) Jay’s journey to Higher Logic
**(12:35) The importance of community in CS
**(18:54) The Gain Grow Retain podcast
**(29:51) Relationship, value, and engagement
**(39:11) Quick hits
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Sponsor:
This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.
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