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.


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.

Research Report

TSIA Customer Success Benchmarking

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


The State of Customer Success 2019

Learn what’s trending in customer success, investments you should make to help scale your team, and critical capabilities that will impact metrics.

Research Report

The State of Customer Success: 2019

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

Research Report

2018 Best Practices in Low Touch Customer Success - Results for Non-Participants

This document reviews key findings from the study from the 2018 TSIA Best Practices in Low Touch Customer Success Study.


How Low Can You Go? Insights from TSIA's Low Touch Customer Success Study

Review some of the high-level findings from TSIA’s “2018 Best Practices in Low Touch Customer Success” study to help scale your organization.


How to Increase CSM Productivity and Improve Customer Engagement

Examine technologies and process changes that CS teams can leverage to scale their organization.


Building Customer Success at Scale

Join us as we bring together experts from across the industry to provide best practice guidance for scaling your customer success function.


3 Tips to Lower Sales Costs Using Your Customer Success Org

Join us to get three tips to lower your total sales and marketing costs using your customer success organization.

Research Report

Creating LAER Efficiency with Customer Success

Download this customer success white paper to learn the TSIA framework to become a LAER Efficient and help your customers achieve business outcomes.


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 TSW Conference

TSW offers 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.

GE Digital

Dave Kocher
Customer Engagement Leader


Mary-Beth Donovan
VP, Customer Success Management

Red Hat

Megs Suratkal
Global Head, Customer Success

Hitachi Vantara

Sabrina Hernandez
Sr. Director, Global Customer Service & Support


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.