Darlene Kelly is the Director of Customer Success and Customer Growth and Renewal Research for TSIA. In this role, she works closely with TSIA’s customer success members to deliver research and benchmarks to help companies realize and achieve their true value in customer success.

Prior to joining TSIA, Darlene spent approximately 20 years in the digital marketing landscape with the last 12+ years at Adobe working in customer success across different customer segments and industry verticals. While at Adobe, Darlene served as a Senior Customer Success Manager, responsible for managing Adobe’s enterprise level accounts protecting some of the company’s largest book of business. Prior to Adobe, she held roles within services and sales at Claritas, a marketing company later acquired by market research firm Nielsen.

Darlene has a unique perspective on customer success, experiencing first-hand, the shift from reactive account management to proactive customer success management. She prides herself as a professional dedicated to bringing value by helping customers achieve their goals.

A former San Diego native for 30 years, Darlene and her family now call the San Francisco Bay area home.

George Humphrey serves as the Distinguished Vice President and Managing Director for TSIA. Touting more than three decades of technology business knowledge in the networking and communications space, Humphrey is a valued resource and advisor to many of the world’s most successful technology business ventures.

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Humphrey has a long history of leading managed services product management, client management, systems engineering, tools and architecture development, sales, delivery operations, process definition, and global strategy. Prior to TSIA, he was responsible for introducing the world’s first voice/data converged platform. During his time with Avaya and Lucent, he launched the first globally standardized product realization processes, as well as service realization and lifecycle processes, transforming their business functions. Today he holds seven global patents in communications and networking.

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As a research leader at TSIA, Humphrey’s insights are regularly leveraged by Fortune 500 companies through his advisory work, public speaking engagements, research reports, and publicly shared content on a variety of evolving business topics.

Marc Troyan is the Senior Director of Customer Success and Customer Growth and Renewal Research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver positive and successful customer outcomes.
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Prior to joining TSIA, Marc was the Chief Customer Officer at Heap, where he led the account management, professional services, education and customer support teams. He designed and launched the company’s first NPS program, expanded customer success into EMEA, and led the move of the account management team from sales into customer success.
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Marc came to Heap from SAP, where he was the head of customer success strategy for the SAP Customer Experience business unit. In this role, he built and launched a new customer onboarding and enablement program, created new consulting services offerings, designed a new “voice of the customer” program, and delivered a new customer lifecycle model that was deployed across all SAP Customer Experience product lines. In addition to the customer success strategy team, Marc led the value and adoption strategy consulting, product champions, onboarding and enablement, and business operations teams.
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Marc was also Senior Vice President of customer success at Gigya (which was acquired by SAP), where he built the Customer Success department while also leading solution architecture, account management, customer support, identity strategy consulting, and sales engineering. In this capacity, he led the organization through 3x ARR growth, increased gross retention rate from 64% to 90+%, designed and launched Gigya’s voice of the customer program, and led the integration of the customer success team into SAP’s Customer Experience business unit.

In total, Marc has over 25 years of experience working for professional services and technology providers including Ernst & Young, Salesforce.com, and Adobe prior to joining Gigya. Since 2007, he has led customer success organizations of varying shapes and sizes. Building these teams and working with amazingly talented people has been his career highlight thus far.

Thomas Lah is the Executive Director and Executive Vice President of the Technology & Services Industry Association (TSIA), the leading association for today's technology and services organizations. He is the author of many popular books on trends affecting the tech industry, including Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business (2016) and Digital Hesitation: Why B2B Companies Aren’t Reaching Their Full Digital Potential (2022). Thomas is also the host of TSIA’s podcast, TECHtonic: Trends in Technology and Services. For over 20 years, he has been helping some of the world's largest technology companies improve the efficiency of their daily operations.

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Thomas is a sought-after industry speaker on the topics of optimizing technology service businesses within product companies, business outcome engineering, customer success funding models, X-as-a-Service (XaaS) financial models, the art of helping customers successfully adopt technology, and the latest market trends impacting technology organizations worldwide. From 2002-2019, Thomas also taught an MBA class at The Ohio State University Fisher College of Business, which is based on his writings.

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Thomas frequently writes about these topics on the TSIA blog: customer adoption, B4B, customer outcomes, outcome engineering, X-as-a-Service (XaaS).