Customer Imperative and the Fastest-Growing Customer Success Community Join the Higher Logic Family

We’re very excited to announce that Customer Imperative and the community they built, Gain Grow Retain, are now part of Higher Logic.

Jay Nathan founded Customer Imperative, a customer success consulting firm, in 2017, and Jeff Breunsbach joined him as managing partner.

Knowing that community is key to building a brand, they formed a community for customer success leaders, called Gain Grow Retain. That community has now become one of the world’s fastest-growing customer success communities.

If you would like to join Gain Grow Retain, the community is open! Sign up for it here.

With our focus on customer success as a company and on growing customer success communities, the acquisition of both Customer Imperative and the Gain Grow Retain community was a natural next step.

Get the details from me, Jay, and Jeff in our video announcement:

Online communities are a cornerstone in the new customer success model. They’re also crucial for associations who are looking to increase retention and grow their membership base.

With this acquisition, we’re excited to be able to share insights from the association world with our corporate audiences, as well as further our commitment to fostering collaboration and community for customer success professionals.

Get to Know Gain Grow Retain: The Customer Success Community

If you’re not familiar with Gain Grow Retain, they’ve become a pillar of the customer success community and in just under six months, have grown their community to over 3000 members.

Members engage through weekly office hours calls, a community-driven podcast, an online community, and educational content and articles sourced from industry leaders.

If you’re already a Gain Grown Retain member, don’t worry, nothing is going to change.

We plan to keep Gain Grow Retain an independent entity within our Higher Logic brand and are excited to increase investments to expand and improve the content, tools, and resources available to all our members.

What’s Next for Customer Imperative and Higher Logic?

As part of the acquisition, Jay Nathan will join as our new Chief Customer Officer, and Jeff Breunsbach will become the Director of Customer Experience.

They will continue to lead and oversee day-to-day community operations for Gain Grow Retain while also supporting the entire Higher Logic customer base.

At Higher Logic, our goal is to deliver personalized experiences that build enduring bonds, unlock collective knowledge, and accelerate growth for our customers. 

The combination of Customer Imperative with Higher Logic brings together our industry-leading engagement platform and 10 + years of expertise in the online community space with Customer Imperative’s world-class talent and thought leadership in customer success.

All Together, we’ll focus on building customer engagement strategies designed to maximize retention and growth that will benefit all organizations looking to increase engagement and grow their businesses.

Kevin Boyce

Managing Director

Kevin Boyce has over 20 years of experience as a technology executive driving success for small to large software companies. He was most recently CEO of Higher Logic and transitioned to Managing Director for the company.

In 2018 Kevin joined Higher Logic tasked with leveling up the organization following the acquisitions of Socious, Kavi, Informz, and Real Magnet. He led the Integration of the global acquisitions, brands, customers, and teams, setting a unified mission and strategic plan, developed the management team for the future, and established a strategic plan to drive business growth including the acquisitions of Gain Grow Retain, Vanilla (Forums), and eConverse Media

Previously, Kevin was Chief Operating Officer at Ellucian, a cloud-technology ERP solution for higher education, where he led the global services, customer success, cloud, and enterprise project management teams, as well as Ellucian’s global partnerships and corporate development activities. Prior to that Kevin served as Chief Financial Officer at Ellucian. During his tenure, he led Ellucian from $100M to $750M in revenues and successfully executed multiple sale and recapitalization transactions with an aggregate value greater than $4.5 billion.

He is a Board of Director of Level Access and Unanet (both JMI Equity companies), a Board of Director of the Northern Virginia Technology Council, a former member of the Software Advisory Council of Hellman & Friedman, and a former Board of Director of Deltek (a Thoma Bravo Company).

In 2010 and 2016, the Northern Virginia Technology Council of Greater Washington DC named Kevin the Private Company Chief Financial Officer of the Year, and in 2015 he was named a Trending 40: Top Tech Chief Financial Officer by Bisnow. Kevin holds a degree from the McIntire School of Commerce at the University of Virginia.