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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.

Research Report

Best Practices in Customer Onboarding

This paper lays out the three fundamentals of customer onboarding and explores differentiated practices that lead to accelerated results.


Best Practices for Customer Success Onboarding

Get insight into common practices and processes for customer onboarding based on findings from TSIA’s 2020 Customer Success Onboarding survey.


The Next Level of Scaling Customer Success

Join us for this virtual summit to get ideas on how to innovate and effectively scale your Customer Success organization to make it more efficient.

Research Report

Slides | Everything Will Change: How COVID-19 Becomes the Accelerator for Custom

Get specific guidance and recommendations for customer success leaders during these challenging times.


Everything Will Change How COVID19 Becomes the Accelerator for Customer Success

Join Phil as he provides guidance and recommendations to customer success leaders during these challenging times.

Research Report

How Customer Success Can Make a Lasting Impact During the COVID-19 Crisis

Short-term guidance and long-term opportunities for CS organizations that can make a lasting impact on both their customers and their company.


The State of Customer Success 2020

Find out what’s trending in customer success, what investments you should be making, and critical capabilities impacting the metrics that matter.

Research Report

The State of Customer Success: 2020

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


Customer Success Funding Model

Funding Models for Customer Success Organizations


Constructing the Next-Gen Support Agent: Why AI Is Required

Learn how to take your support agent teams to the next level with AI.


Accelerating the Customer Success and Product Management Handshake

Learn best practices that need to be put in place between customer success and product management to enable adoption.


Trends in Customer Success Compensation

Get findings from TSIA’s 2019 Customer Success Compensation Study, including key roles companies are hiring and how incentive structures are set up.


TSIA's Customer Success Power Index

Take your customer success benchmark to the next level.

TSIA has developed the Customer Success Power Index (CSPI), a measurement that puts a hard number on the economic impact, metrics, and practices of your Customer Success organization. When you benchmark your Customer Success organization with TSIA, you'll also get your CSPI score.

customer success benchmark

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
Phil Nanus speaking at TSW

Experience Our Community

Join our community of customer success leaders.

Meet Our Customer Success Research Expert

Phil Nanus is TSIA’s vice president of customer success research. He works closely with member companies to deliver research and advisory programs focused on helping them optimize their Customer Success organizations and effectively deliver customer outcomes.

Learn more about Phil.


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
VP, Global Customer Success

Tableau Software

Chris Bates
VP, Global Customer Success

Hitachi Vantara

Sabrina Hernandez
Sr. Director, Global Customer Service & Support


Amy Regan Morehouse
SVP, Trailhead GTM


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.