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Research Report

The State of Customer Success: 2021

In this report, we will explore customer success trends, challenges, and ways to scale your Customer Success organization.

As we look back at the last year, we see a mix of broad growth and investment, but also significant loss in customer success organizations and capabilities.

More than 90% of organizations identified as having a dedicated customer success function in their company. The motions of adoption, expansion, and retention were then, and are now, potentially just as critical as ever before as the customer success community to continuea their work to help their customers achieve business objectives, many having a direct impact on the global COVID-19 pandemic.

Download the report to get insight into:

  • Top Customer Success organization trends in 2021, as seen by TSIA experts.
  • Top issuess facing customer success executives in 2021.
  • Recommendations and ideas to handle top business challenges of the last year.
  • How to scale Customer Success organizations.
Each year, TSIA's team of research experts puts together a series of "State of" reports that include fact-based research and data from their engagement with the leading companies in the tech industry. Executives from companies large and small, including 80% of the Fortune 100 tech companies, rely on the findings, recommendations, and industry-validated trends and best practices in these reports to help them make strategic business decisions and achieve business outcomes, faster.

Download your copy today!


Authored By:

Phil Nanus

Vice President, Customer Success Research, TSIA

Stephen Fulkerson

Senior Director, Customer Success Research, TSIA

Publish Date: February 4, 2021

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Peg Rodarmel, SVP, Subscription Services, Infor

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