Director of Research, Customer Success

Company: Technology Services Industry Association (TSIA)
Status: Full-Time Employee
Location: The candidate can be based anywhere in the U.S.

The primary functions of the Director of Research role are to support the research and membership activities related to the Customer Success discipline. The Director of Research will work with the research lead to provide analysis and insight to TSIA members based on TSIA datasets and frameworks. She or he will also assist with research studies and will become an expert in the data that TSIA aggregates across the industry, along with key trends that are presenting themselves in these data sets.


Provide research support to the lead researcher for the Customer Success discipline:

  • Assist with development and deployment of surveys
  • Assist with data analysis and research in support of service discipline research projects
  • Assist with development of member benchmark assessments and other member deliverables
  • Provide responses to member inquiries
  • Provide research assistance in support of service discipline writing/publication
  • Present research findings at industry conferences in person and virtually through webinars

Be the benchmark/survey analytics guru:

  • Establish credentials as the in-house expert/power user of TSIA data sets
  • Assess patterns in the data sets and provide analyses
  • Respond to ad hoc requests for information and provide practical insights to member companies


  • Bachelor’s degree in a related field.
  • Minimum of 3 years of industry experience leading and being part of customer success teams with primary charters of adoption, retention and/or expansion.
  • Strong customer service skills.  The ability to develop strong rapport and instant credibility with member company executives.
  • Intermediate to advanced computer skills, including MS Office Suite (Word, Excel, PowerPoint and Outlook), are a must.  Tableau knowledge is a plus.
  • Experience in survey design and advanced data analysis.
  • Excellent verbal and written communication skills.
  • Must be a team player, motivated by both individual and team achievement.
  • Ability to represent the association enthusiastically and effectively.


  • Vice President of Research, Customer Success

Key Metrics

Like every employee at TSIA, this position will be evaluated on the ability of the association to grow and meet the business needs of members. Additionally, this position will be evaluated on the following metrics:


  • Quality of research deliverables and the ability to publish in blogs, white papers, webinars, and conference presentations
  • Member satisfaction scores on inquiries
  • Process innovation
  • Insightful data analysis
  • Peer evaluation

About TSIA

The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology.