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Conference Presentation

The True Costs and ROI of Customer Success Talent

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Your team needs more Customer Success talent, but Finance won’t approve the headcount request. Sound familiar? Making a strong argument to secure more Customer Success resources isn’t impossible. It just requires a deeper dive into the numbers to ensure your investment makes financial sense. In this session, Michael Harnum, CEO of ESG, will discuss how to win buy-in from leadership and finance for the talent you need. Attendees will discover how to assess the true cost of hiring, without forgetting the sometimes-hidden costs of recruiting and training, employee benefits, technology, facility and equipment expenses, or the risk and high cost of turnover. Michael will also cover how to calculate productivity (aka: how does that new hire impact your revenue?) and how to position Customer Success talent needs in terms of ROI, so attendees will leave prepared to build and present their own business case to grow their Customer Success teams.

Presented By:

Michael Harnum


Publish Date: October 28, 2019

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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