[Un]Churned – The No. 1 Podcast for Customer Retention Leading With Empathy ft. Jay Nathan of Higher Logic
In this unchurned conversation about customer community and different facets of leadership with Jay Nathan, EVP & CCO of Higher Logic we discuss:
- Leading with questions NOT answers
- Empowering your team by asking - “How I can help you?”
- Showcasing hospitality as a leader
- The value of customer community
“You have to empower and enable people. You have to make good people decisions all the time – put the right people in the right positions and help them move obstacles, because you dont’’ have all the skills needed, and even if you did, you don't have enough time in the day to do the work. "
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Books Mentioned In This Episode
About Jay Nathan
Across the years and a number of functional executive roles in customer success, product, services and account management, Jay has developed a methodology for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes. Jay has co-founded Gain Grow Retain, a community for customer success leaders, and subsequently sold Customer Imperative, a company Jay founded, that focused on helping B2B SaaS retain customers, grow revenue and scale customer success to Higher Logic where he is currently serving as the Chief Customer Officer.
- Check out the Gain, Grow, Retain Podcast
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👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter