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Jack Johnson is the vice president of customer growth and renewal research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them grow and renew services revenue effectively.
Prior to joining TSIA, Jack was principle of his customer success consultancy, and held the position of vice president of business strategy at ServiceSource. There, he participated in a business transformation effort to innovate execution capabilities at ServiceSource, and led development of a new solution offering to optimize renewal services in/through the channel.
Jack began his career at Digital Equipment Corporation in Services Sales and Support Delivery. At DEC, he participated in the first of many business transformation efforts building Renewals organizations. He has since held Renewals, Customer Success, and Operations leadership positions at technology companies providing enterprise software or hardware, or in business services companies helping technology companies grow recurring revenue.
Jack led renewals organizations for Auspex, Riverstone Networks, and BEA Systems, and then while leading renewal operations at ServiceSource, Rainmaker Systems, and Concentrix, he supported dozens of technology companies to optimize their recurring revenue performance. Jack’s experience across various practices within the technology industry provides him with a unique ability to apply his in-depth knowledge of customer retention strategy, processes, and best practices as it directly relates to each of TSIA's research practices.
Mining the Consumption Gap for Revenue Growth
Explore several best practices your organization can deploy right now to maximize revenue and reduce the risk for your subscription-based offers.
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Renewal Workflow Automation
The state of the industry in deploying renewal workflow automation to optimize renewal of recurring revenue in the long-tail segment.
Essential KPIs and Metrics for Growing Customer Revenue in a XaaS World
Key performance indicators and metrics that have the largest impact on growing revenue.
Fine-Tune Your Customer Growth Cadence
This report discusses the importance of having a documented customer success plan or renewals workflow plan.
The Building Blocks of Customer Growth and Renewals
Organization strategy for renewing recurring revenue.
Customer Experience Preferences in the Renewal Cycle
This Dataview shares how customers would like to interact during the renewal process.
The Power of Policy and the Guts to Govern: How Effective Use Policy and Governa
In this BCAS session, Jack Johnson, VP of Research for the Customer Growth and Renewal practice, will guide participants in an exploration of the . . .
Who Should Own Renewals: Why CSMs and Renewal Specialist Are the Right Choice
Whether building a renewal strategy from the ground up or improving customer success operations, come and share your story and learn from other . . .
TSIA Emerging Research: Creating, Growing, and Renewing Customer Value
As an unbiased research firm, TSIA is actively evaluating past and current industry trends, to continuously improve the data insight that comes from . . .
The Critical Practices for Customer Growth and Retention (sponsored by Freshwork
Are you a Services or Customer Success executive who has responsibility for both renewal and growth? Are you a sales leader who wants to learn about . . .
Rapid Research Response Poll Results: End of Support Life
This report is focused on industry trends with end-of-support-life policies for both software and hardware products.
Customer Growth and Renewal: Winning Plays for Successful Revenue Generation
Learn new trends in customer growth and renewal, and discover how to implement best practices for your CS and renewal organizations.
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.