<p>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.</p><p>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.</p><p>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. </p><p> </p><p>--------</p><h3>Guest Quote:</h3><p>“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 </p><p>--------</p><h3>Timestamp Topics:</h3><p>**(04:11) Jay’s journey to Higher Logic</p><p>**(12:35) The importance of community in CS </p><p>**(18:54) The Gain Grow Retain podcast </p><p>**(29:51) Relationship, value, and engagement </p><p>**(39:11) Quick hits </p><p>--------</p><h3>Sponsor:</h3><p>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.</p><p>--------</p><h3>Links:</h3><p><a href="https://www.linkedin.com/in/saas-executive/">Connect with Jamie on LinkedIn</a></p><p><a href="https://www.linkedin.com/in/jaynathan/">Connect with Jay on LinkedIn</a></p><p><a href="https://www.totango.com/home">Totango.com</a></p><p><a href="https://gaingrowretain.com/">Learn more about Gain Grow Retain</a></p>

CS No BS

Totango

Solving customer problems at scale with Jay Nathan, EVP & Chief Customer Officer at Higher Logic

NOV 23, 202244 MIN
CS No BS

Solving customer problems at scale with Jay Nathan, EVP & Chief Customer Officer at Higher Logic

NOV 23, 202244 MIN

Description

<p>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.</p><p>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.</p><p>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. </p><p> </p><p>--------</p><h3>Guest Quote:</h3><p>“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 </p><p>--------</p><h3>Timestamp Topics:</h3><p>**(04:11) Jay’s journey to Higher Logic</p><p>**(12:35) The importance of community in CS </p><p>**(18:54) The Gain Grow Retain podcast </p><p>**(29:51) Relationship, value, and engagement </p><p>**(39:11) Quick hits </p><p>--------</p><h3>Sponsor:</h3><p>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.</p><p>--------</p><h3>Links:</h3><p><a href="https://www.linkedin.com/in/saas-executive/">Connect with Jamie on LinkedIn</a></p><p><a href="https://www.linkedin.com/in/jaynathan/">Connect with Jay on LinkedIn</a></p><p><a href="https://www.totango.com/home">Totango.com</a></p><p><a href="https://gaingrowretain.com/">Learn more about Gain Grow Retain</a></p>