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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.
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Perceptions on Scaling Customer Success
This research study explores strategies and factors influencing customer success scaling in business organizations.
How to Approach Monetizing Customer Success
This research explores how customer success executives are monetizing their service offerings and the collaboration involved in creating them.
2023 Monetizing Customer Success Research Report - Abridged
This report covers how OpenText uses AI to revolutionize content creation in education services, saving time and costs while enhancing quality.
2023 Monetizing Customer Success Research Report
The Segmentation Framework
This framework paper focuses on the TSIA Segmentation framework and how to deploy it in your organization.
Multithreading in Customer Success for Expansion
How customer success can fight churn, work to expand their footprint, and improve account management via multithreading.
Behaviors and Influencers of Monetizing Customer Success
The purpose of this research is to help customer success executives navigate behaviors that will influence monetizing customer success.
Monetizing Customer Success Research Journey
Join us for insights on industry trends, go-to-market strategies, and the correlation between expansion, retention and customer satisfaction.
TSIA Customer Success Capabilities Framework
TSIA Capabilities Framework examines start-to-finish capabilities needed to successfully run your customer success management department.
Customer Success Dynamic Engagement Framework
TSIA Customer Success Dynamic Engagement Framework examines how organizations can meet the demands of customer engagement when the ratios don't work.
The Customer Success and Support Services Alliance
This report looks at how CS and support teams work together to drive successful business outcomes and avoid critical escalation mismanagement.
Executive Insights: 2023 Cost-Effectively Scaling Customer Success
This report highlights findings from the 2023 Cost-Effectively Scaling Customer Success survey.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at 800-876-6511 or we can call you.