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Customer Success

Your Resource for Navigating this Economy

With the current economic conditions, companies are talking about cutting costs... but cutting in the wrong places could have long term negative impacts.

Where do you cut back to reduce costs without compromising productivity or profits? And how do you find places where you can actually grow revenue? TSIA can help you with that.

From understanding where to leverage digital capabilities to get greater efficiencies, to monetization strategies to generate additional revenue, and a whole lot more, we’ve got you covered.

There’s no better time than now to be a TSIA customer success member!

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:​

Adoption Monitoring and Health Score
Key Performance Indicators (KPIs) for Customer Success
Best Practices for Establishing a Customer Success Organization
Customer Success Compensation Strategies
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.

August 24

Customer Success Telemetry Top Metrics and Dashboards for Growth and Efficiency

Join us for a discussion on the top metrics and dashboards needed for growth and efficiency in customer success.

Data View

R3 Poll Results: Top Metrics for Best Practices in Customer Success

This document reports key research findings on the topic of best practices associated with customer success metrics.

Data View

R3 Poll Results: Customer Success Pacesetters 2022

This document reports research findings on the topic of how customer success organizations rate their performance in terms of operational excellence.

Research Report

Checklist: Optimize Your Organization for Customer Success

Download the checklist to optimize for customer success and get a framework for customer churn and retention.

Data View

Product Management–Customer Success Operational Maturity Model

How to assess where companies are on the product management–customer success operational maturity curve and steps to mature inter-team engagement.


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.


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.