Research Report

The State of Customer Success: 2018

Customer success momentum continues to grow at an unprecedented rate.

In “The State of Customer Success 2018” report, TSIA identifies trends with established customer success organizations and explores lessons learned from the critical first steps of early stage customer success teams.

Download your copy to get TSIA’s recommendations for establishing customer success, as well as data on:

  • Renewal, churn, and expansion rates
  • CSM compensation
  • Customer success organizational structure
  • Customer success technology

There are many lessons to be learned from companies that have failed, in some cases multiple times, to establish customer success. Use this report as a guide to achieve success in 2018 and beyond.


Authored By:

Phil Nanus

Vice President Research, Customer Success, TSIA

Publish Date: February 15, 2018


TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Worldwide, Infor Digital Sales, Infor

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