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Customer Success

Get Customer Success Research and Advisory with TSIA

When it comes to customer success trends and best practices, TSIA has its finger on the pulse. Our industry experts work directly with Customer Success
teams to help them benchmark their organizations so they can effectively optimize, scale, and grow.

Top Customer Success Challenges

Here’s a look at the top business challenges we’re currently helping our Customer Success members across the globe solve:​

Best practices for creating Customer Success capabilities and organizations
Improving the customer experience
Identifying key performance indicators (KPIs) and key metrics Customer Success organizations should be monitoring
Funding a Customer Success organization
Expand to see more business challenges we can help you solve+

TSIA Can Help

Whether your company is still trying to answer the question, “What is customer success?” or you’re part of a mature Customer Success organization, TSIA can help you, your team, and your partners drive profitable growth.

Experience Our Research

Get a glimpse into our vault of board-ready data insight, thought leadership, best practices and
trends in customer success.

TSIA’s Customer Success research is backed by over one million data points, and covers topics like scaling customer success, monetizing customer success, key customer success metrics and KPIs, staffing a customer success organization, adoption and health monitoring, and more.


Creating a Customer Journey that Maps to Success

Join us for a discussion on industry changes reshaping the face of journey mapping and learn best practices for running a journey mapping exercise.

Data View

Delivering Customer Success via Partners

This document reviews key findings from the TSIA Delivering Customer Success via Partners Study study.

Research Report

Critical Customer Success KPIs, Metrics, and Health Score Variables

This report focuses on customer success KPIs, metrics, and customer health variables, and which are the best to use in customer success organizations.

Research Report

TSIA Customer Success Benchmarking

This report explains the critical role the TSIA Customer Success Benchmark process can play in driving organizational transformation.

Data View

2019 Customer Success Compensation for Participants

Data and summary results from the 2019 TSIA Customer Success Compensation Study specific to 5 key roles.

Research Report

The Three Charters of Customer Success

This whitepaper will help identify your services organization's customer success charter for driving top-line revenue growth.

Research Report

DocuSign’s Customer Success and Product Management Handshake: A Case Study

DocuSign's product and customer success handshake case study.


The State of Customer Success 2022

Join us to learn what’s trending in customer success so you can take proactive steps to have a successful 2022.

Research Report

The Building Blocks of Customer Success

Learn the basics of customer success, how to apply it to your current organization, and ensure recurring revenue and profits for years to come.

Research Report

The State of Customer Success: 2022

A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.

Data View

Scaling Customer Success with Low and Digital Touch

Key industry changes in low touch and digital touch engagement strategies so that companies can scale their customer success organizations accordingly


Listen, Learn, and Improve: Best Practices in Customer Success Surveys

Learn customer success best practices for measuring voice of the customer (VOC) metrics and how to get the most value from the survey process.


Attend a TSIA Conference

TSIA conferences offer extensive insight and actionable takeaways for those in the customer success community.

You’ll find sessions focused on:

  • Operationalizing the customer journey
  • Enabling digital customer success
  • Accelerating customer success at scale
Stephen Fulkerson speaking at TSW

Experience Our Community

Join our community of customer success leaders.

Meet Our Customer Success Research Executives

This team of expert research executives heads up our customer success research practice.

Customer Success Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.

Automation Anywhere

Steffen Low
SVP, Global Customer Success


Nancy Mattenberger
Executive VP & Global Chief Customer Officer

Google Cloud

Carlos Granda
VP of Global Customer Success


Meenu Agarwal
SVP and GM of Customer Success


TSIA Member Outcomes

Improving customer success performance.

See the impact TSIA is making on the tech industry by helping Customer Success organizations improve their performance.