SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056

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 Nathan00:04:44 - A background in software engineering & web development00:08:52 - Institutionalizing customer centricity00:11:05 - Creating a great culture for employees00:13:19 - Customer success and organizational capability00:15:22 - Validating usability through customer interviews00:17:26 - The ABCAI methodology00:19:34 - Driving outcomes with digital00:21:43 - AI in the customer success world00:23:49 - Tailoring technologies for different team structures00:25:54 - The changing economics of SaaS00:30:13 - Human-to-human connections00:32:32 - Managing the customer life cycle00:34:37 - The intersection of company culture and ROI00:36:40 - Automating the business development function00:38:41 - Engaging with customers using marketing tricks00:40:40 - Shout outsEnjoy! I know I sure did...20% off of the Cover Your SaaS course: https://growthcurve.io/products/coveryoursaas?promo=dcsJay's LinkedIn: https://www.linkedin.com/in/jaynathan/+++++++++++++++++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.+++++++++++++++++Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic🎬 This content was edited by Lifetime Value Media.Learn more at: https://www.lifetimevaluemedia.com