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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.

December 08

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.

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.


Customer Success: An Emerging Role in the Revenue Growth Engine

Learn how Customer Success can effectively drive revenue growth in this 45-minute webinar, available to TSIA members only.


The Rise of Digital to Scale Customer Success

Many organizations are struggling with scaling customer success. TSIA research discusses six (6) pillars of scaling a customer success organization . . .


Four Digital Engagement Actions in Customer Success

Learn key areas customer success executives are investing in digital engagement strategy to ensure their teams and customers are equipped for success.

Research Report

The Role of Customer Success in Freemium Offers

This report looks at which organizations are charged with helping care for freemium customers and converting them from free to fee.

Research Report

Monetizing Customer Success

How to create compelling customer success portfolios that deliver higher business value to customers and greater service revenue growth.

Research Report

How to Talk to Your CEO About Funding Customer Success

Download the ebook and access the three budgeting principles of how to talk to your CEO about funding customer success.


6 Customer Success Investments Executives Should Anchor On

Get insight into the top six areas where customer success executives must drop anchor and invest extra time to ensure greater success and ROI.

Research Report

2020 Monetizing Customer Success Study Readout

This report is a data readout based on the results of TSIA's 2020 Monetizing Customer Success Study.

Research Report

Helping Customers Succeed: Three Distinct Plays

This report looks at unlocking business value through the science of customer success.


In the Driver's Seat: 7 Critical Actions for Driving a Customer Success Organiza

Taking the helm of a customer success organization is no feat for the weary. There are so many variables that must be addressed to quickly ramp up . . .


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
VP, Global Customer Success

Tableau Software

Chris Bates
VP, Global Customer Success


Francessca Vasquez
Americas Head of Solutions Architecture and Customer Success


Nancy Mattenberger
Executive VP & Global Chief Customer Officer


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.