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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.
Creating a Customer Journey that Maps to Success
Join us for a discussion on industry changes reshaping the face of journey mapping and learn best practices for running a journey mapping exercise.
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Customer Relationship Survey Program Overview
This report provides an overview of a relationship survey program.
TSIA Customer Success Benchmarking
This report explains the critical role the TSIA Customer Success Benchmark process can play in driving organizational transformation.
2019 Customer Success Compensation for Participants
Data and summary results from the 2019 TSIA Customer Success Compensation Study specific to 5 key roles.
Customer Relationship Survey Best Practices
This report documents findings from TSIA's member study on relationship surveys.
The Three Charters of Customer Success
This whitepaper will help identify your services organization's customer success charter for driving top-line revenue growth.
DocuSign’s Customer Success and Product Management Handshake: A Case Study
DocuSign's product and customer success handshake case study.
The State of Customer Success 2022
Join us to learn what’s trending in customer success so you can take proactive steps to have a successful 2022.
The Building Blocks of Customer Success
Learn the basics of customer success, how to apply it to your current organization, and ensure recurring revenue and profits for years to come.
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.
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.