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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
 
 
 
Webinar
February 22

The State of Customer Success 2023

Find out how to position your customer success organization to increase revenue, improve operational efficiencies, and maximize customer value.

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Research Report

The State of Customer Success: 2023

A look at trends in customer success, including the top issues facing customer success executives and guidance on the top business challenges.

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Drive Expansion Revenue and Lead Generation with Customer Success

Learn how customer success can drive expansion revenue and lead generation.

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Research Report

Customer Success Dashboards

This report focuses on the most commonly used KPIs, metrics, and health score variables that are used to inform customer success dashboards.

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Research Report

2022 Customer Success, Growth, and Renewal Compensation Study

This document reports research findings on compensation data related to the roles involved in delivering customer success and contract renewal.

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Research Report

2022 Customer Success Technology Stack

This report defines the recommended technology stack for customer success organizations and lists the top-installed vendors in each category.

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Data View

TSIA Quick Poll Results: Ethical Dilemmas in Customer Success

This document reports key research findings on the topic of the ethical dilemmas customer success organizations face and how to prevent them.

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Research Report

The Future of Customer Success

TSIA asserts that customer success will become the dominant revenue engine for XaaS companies. This paper explains why.

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Research Report

Customer Success and Product Management Collaboration

A look at how a company’s product management and customer success organizations can collaborate for the benefit of the customer and business growth.

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Research Report

How to Talk to Your CEO About Funding Customer Success

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

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Research Report

Building a Successful Product Management–Customer Success Relationship

This report looks at how product management can work better with customer success and how customer success is dependent on product management.

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Research Report

Customer Success Organizational Structure 2022

This report focuses on customer success organizational structures and which alignment is best and most profitable for the organization.