“Every team should have some kind of number, some kind of metric to show what their impact on the business is,” says Jay Nathan, a veteran in customer success and account management. In this debut episode of Account Management Secrets, he joins host Alex Raymond to discuss why customer success teams need to focus on measurable business results—whether it’s revenue, bookings, or customer retention—especially in today’s efficiency-driven economy.

Jay points out that understanding the financial side and aligning customer success efforts with the company’s goals are key to reducing churn and driving growth. He also emphasizes that customer success needs to be woven into every part of the business—from product design to marketing—so that everyone is working toward the same goals. Structured onboarding and enablement resources is essential in ensuring long-term retention and customer satisfaction, helping teams secure success right from the start.

Jay predicts that companies will focus more on efficiency and profitability, moving away from the growth-at-all-costs mindset. He expects a bigger push toward sustainable business practices, with customer retention and operational alignment becoming top priorities. Jay also sees shifts in venture capital, with more attention on private equity and long-term value. For customer success teams, this means they’ll need to deliver measurable outcomes that not only align with business objectives but also drive lasting customer satisfaction.

Quotes

• “You should actually understand the business that you're in so that you can make the biggest impact no matter where you sit in the organization structure.” (05:19 | Jay Nathan)

Links

Connect with Jay Nathan:

Website: https://growthcurve.io/

Connect with Alex Raymond:

LinkedIn: https://www.linkedin.com/in/afraymond/

Website: https://amplifyam.com/

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