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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 2023
Find out how to position your customer success organization to increase revenue, improve operational efficiencies, and maximize customer value.
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.
Drive Expansion Revenue and Lead Generation with Customer Success
Learn how customer success can drive expansion revenue and lead generation.
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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.
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.
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.
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.
The Future of Customer Success
TSIA asserts that customer success will become the dominant revenue engine for XaaS companies. This paper explains why.
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.
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.
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.
Customer Success Organizational Structure 2022
This report focuses on customer success organizational structures and which alignment is best and most profitable for the organization.
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 (858) 674-5491 or we can call you.