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Research Report

Selling for Success

This report is for Customer Success members only

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TSIA is frequently asked when and how the customer success organization and a company’s customer success managers (CSMs) should be involved in the pre-sales and closing motions. We get inquiries as to how to make the handoff between sales and customer success more effective. This paper will discuss those challenges and TSIA’s best practices surrounding them, validated through extensive industry research.


The sales and customer success relationship, however, is far more than just figuring out “who does what and when.” In order for the customer success organization to be able to drive adoption and expansion on the way to renewal, the sales team has to land the right deal in the first place. Sales and customer success have to be deeply aligned, not just in theory, but in process, policy, and technology.

Authored By:

Steve Frost

Vice President and Managing Director, Revenue Research and Advisory, TSIA

Marc Troyan

Director, Customer Success Research, TSIA

Publish Date: July 28, 2022

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Peg Rodarmel, SVP, Subscription Services, Infor

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