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On Demand Webinar

Building Customer Success at Scale

In June of this year, LinkedIn published an article naming Customer Success as one of the most in-demand careers in today’s job market. Customer Success organizations will continue to hire CSMs, but there is a critical shortage in the market, so we must learn how to adapt and scale these new capabilities.

As C-level executives are wearisome of hiring hundreds of new employees to address the challenge, scaling your customer success function has never been more important. Whether you’re leveraging technology, building predictive analytics models, or leveraging your partner communities, this is the time to invest in scaling your customer success function.

In this three-hour Virtual Summit, TSIA will bring together experts from across the industry to provide best practice guidance along with case studies. Whether you have an emerging customer success organization or a well-established function, there will be something for everyone.

Sponsored by

  • Gainsight logo

Key takeaways will include how to:

  • Determine which analytics will drive predictive customer health scores
  • Leverage customer success organizations as cost effective sales motions
  • Enable your partner community to scale customer success
  • Scale technology and make your customer success organization more efficient

As Customer Success organizations continue to unlock sustainable and cost-effective account growth in the subscription economy, TSIA is guiding its members with best practices, industry trends, benchmarks, and thought leadership. Register for this Virtual Summit to hear more about the metrics and capabilities behind the critical motions of adoption, retention, and expansion, and learn how to build customer success at scale.


  • 8:00 - 8:25: Building Customer Success at Scale
    Phil Nanus, VP, Customer Success Research, TSIA
  • 8:25 - 8:50: The Holistic View of Customer Success at Scale - Strategy, People, Process, Technology
    Chris Bates, VP, WW Customer Success, Tableau
    Jenny Beazley, Senior Director WW Customer Solutions Programs & Operations, Tableau
  • 8:50 - 9:10: Enable Success through Partners
    David Sakamoto, Head of Customer Success for the Americas, Cisco
  • 9:10 - 9:35: 1-2 ROI Punch: Improve Health Scores with Predictive Analytics, Leverage Health Scores with Prescriptive Analytics
    Jeremy DalleTezze, VP, Analytics, TSIA
  • 9:35 - 10:00: How to Incorporate Digital to Scale your CS Practice
    Teresa Anania, Sr. Director, Digital Customer Success, Autodesk
  • 10:00 - 10:20: Driving More Revenue from Customer Success Teams
    Steve Frost, VP, Expand Selling Research, TSIA
  • 10:20 - 10:45: How to Create a Customer-Centric Organization
    Allison Pickens, COO, Gainsight
  • 10:45 - 11:00: Q&A
    Phil Nanus, VP, Customer Success Research, TSIA

Presented By:

Phil Nanus

VP Research, Customer Success, TSIA

Publish Date: November 15, 2018