Jay Nathan’s Take on CS

First aired on Leadership Masterclass on June 4, 2023, Jay Nathan joins Subha Shriniivasan to discuss multiple aspects of Customer Success. From the start of Gain Grow Retain to Jay's thoughts on Customer Success's role in a variety of organizational goals, this episode dives into some of the common questions being asked. Why do we need CS? How is CS different from other go-to-market functions? How can companies drive customer experience to build credibility for new customers? How do you structure your organization? Should CSMs become Account Managers? How should you measure the success of a CS team? What role does digital CS play? How should the CS team engage with other teams to tie to value and goals? Should CS own up-sells and cross-sells? Will AI replace CS? Hear Jay's take on each of these topics as he shares practical reasons for his beliefs and steps to move into more effecient and strategic processes. Original Episode Link -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.