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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.
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.
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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.
Helping Customers Succeed: Three Distinct Plays
This report looks at unlocking business value through the science of customer success.
Supercharge Your Revenue and Customer Outcomes by Monetizing Customer Success
Monetizing customer success is the easiest way to fund your customer success organization, but the benefits don’t stop there. Higher retention rate, . . .
Trial by Fire: Top Efforts to Avoid in Customer Success
Whether building customer success from the ground up or improving customer success operations, come and share your story and learn from other . . .
Accelerate Your Partner Community to Deliver Customer Success
Scaling customer success is a top business challenge. Many companies are looking to their partner community to help scale their organization. What . . .
The Product Management - Customer Success Handshake
Research tells us that the handshake between the team that creates value (Product management) and the one that helps customers realize the value . . .
In the Driver's Seat: 7 Critical Actions for Driving a Customer Success Organiza
Taking the helm of a customer success organization is no feat for the weary. There are so many variables that must be addressed to quickly ramp up . . .