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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.
Prior to joining TSIA, Darlene spent approximately 20 years in the digital marketing landscape with the last 12+ years at Adobe working in Customer Success across different customer segments and industry verticals. While at Adobe, Darlene served as a Senior Customer Success Manager, responsible for managing Adobe’s enterprise level accounts protecting some of the company’s largest book of business. Prior to Adobe, she held roles within services and sales at Claritas, a marketing company later acquired by market research firm Nielsen.
Darlene has a unique perspective on Customer Success, experiencing first-hand, the shift from reactive account management to proactive customer success management. She prides herself as a professional dedicated to bringing value by helping customers achieve their goals.
A former San Diego native for 30 years, Darlene and her family now call the San Francisco Bay area home.
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.
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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.
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.
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.
Monetizing Customer Success
How to create compelling customer success portfolios that deliver higher business value to customers and greater service revenue growth.
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.
2020 Monetizing Customer Success Study Readout
This report is a data readout based on the results of TSIA's 2020 Monetizing Customer Success Study.