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Darlene Kelly

Sr. Manager, Customer Success Research

Darlene Kelly is the senior manager of customer success research for TSIA. In this role, she works closely with TSIA’s customer success members to deliver research and benchmarks to help companies realize and achieve their true value in customer success.

Top Customer Success Advisory Engagements

  • Establishing Customer Success
  • The Building Blocks of Customer Success
  • Improving the Customer Experience
  • Predictive Customer Health Scores
  • Operationalizing the Customer Journey

Research and Webinars

Check out the most recent Customer Success resources.

Research Report

The State of Customer Success: 2022

A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.

Data View

Scaling Customer Success with Low and Digital Touch

Key industry changes in low touch and digital touch engagement strategies so that companies can scale their customer success organizations accordingly


Listen, Learn, and Improve: Best Practices in Customer Success Surveys

Learn customer success best practices for measuring voice of the customer (VOC) metrics and how to get the most value from the survey process.

Research Report

Checklist: Optimize Your Organization for Customer Success

Download the checklist to optimize for customer success and get a framework for customer churn and retention.


Customer Success: An Emerging Role in the Revenue Growth Engine

Learn how Customer Success can effectively drive revenue growth in this 45-minute webinar, available to TSIA members only.


The Rise of Digital to Scale Customer Success

Many organizations are struggling with scaling customer success. TSIA research discusses six (6) pillars of scaling a customer success organization . . .


Four Digital Engagement Actions in Customer Success

Learn key areas customer success executives are investing in digital engagement strategy to ensure their teams and customers are equipped for success.

Research Report

The Role of Customer Success in Freemium Offers

This report looks at which organizations are charged with helping care for freemium customers and converting them from free to fee.

Research Report

Monetizing Customer Success

How to create compelling customer success portfolios that deliver higher business value to customers and greater service revenue growth.

Research Report

How to Talk to Your CEO About Funding Customer Success

Download the ebook and access the three budgeting principles of how to talk to your CEO about funding customer success.


6 Customer Success Investments Executives Should Anchor On

Get insight into the top six areas where customer success executives must drop anchor and invest extra time to ensure greater success and ROI.

Research Report

2020 Monetizing Customer Success Study Readout

This report is a data readout based on the results of TSIA's 2020 Monetizing Customer Success Study.