In this episode, we speak with Jay Nathan is the Executive Vice President and Chief Customer Officer at Higher Logic, an online community software platform that helps companies engage, retain, and grow their customers.

He is also the co-founder of Gain Grow Retain, a community for Customer Success leaders to share their work, collaborate and grow their careers.

Jay has over 20 years of experience in the software industry and has held leadership roles at prominent technology companies, such as Blackbaud and PeopleMatter.

He’s also the author of a weekly newsletter and the co-host of the Gain Grow Retain podcast.

In this interview, Jay speaks about the rise of the customer success discipline in the CX industry and how it differs from traditional customer support.

He shares tips on what CX leaders can do to change the way they think about customer success so they can fully grasp what it is and how to implement it correctly in their organizations.

Jay discusses the most important things CX leaders need to keep in mind when looking to scale customer success.

Finally, Jay and Chris discuss how brand advocates (GigCX Experts) play a role in scaling customer success, and the massive benefits of using GigCX Experts bring to the customer, the brand, and the advocates themselves.