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Research Report

The State of Customer Success: 2021

In this annual report, we will identify trends within customer success organizations and explore lessons learned from our customer success community.

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.

Download your copy of the report to get:

  • TSIA's observations on the state of customer success organizations.
  • Insight into top issues facing customer success executives.
  • Guidance on the top business challenge of the last year, which is how to scale their customer success capabilities and organizations.


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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