Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community.  He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS.

Chapters:

• 00:02:28 - Introducing Jay Nathan
• 00:04:44 - A background in software engineering & web development
• 00:08:52 - Institutionalizing customer centricity
• 00:11:05 - Creating a great culture for employees
• 00:13:19 - Customer success and organizational capability
• 00:15:22 - Validating usability through customer interviews
• 00:17:26 - The ABCAI methodology
• 00:19:34 - Driving outcomes with digital
• 00:21:43 - AI in the customer success world
• 00:23:49 - Tailoring technologies for different team structures
• 00:25:54 - The changing economics of SaaS
• 00:30:13 - Human-to-human connections
• 00:32:32 - Managing the customer life cycle
• 00:34:37 - The intersection of company culture and ROI
• 00:36:40 - Automating the business development function
• 00:38:41 - Engaging with customers using marketing tricks

00:40:40 - Shout outs

Enjoy! I know I sure did...

20% off of the Cover Your SaaS course: https://growthcurve.io/products/coveryoursaas?promo=dcs

Jay's LinkedIn: https://www.linkedin.com/in/jaynathan/

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This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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