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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.
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.
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A Guide to Forecasting Recurring Revenue
In this document we will discuss common definitions, concepts, and models for renewal forecasting.
The State of Customer Growth and Renewal: 2021
Key trends and upcoming research in the area of customer growth and renewal for 2021.
Digitizing Renewals Survey
Technology companies are increasingly interested in deploying automation in their renewals workflow, yet common practices are not well established. . . .
5 Plays to Maximize Renewal Revenue and Minimize Risk
This publication provides an overview of five plays to maximize renewal revenue.
How to Build a Customer Growth Organization
A customer growth (expand selling and renewals) organization is a specialized, sales or selling-capable customer success organization with a very . . .
Auto-Renew Quick Poll
Auto-Renewal, Frictionless Renewal
Service Revenue Generation Market Performance Snapshot - H1 2021
This report highlights key market changes in service revenue generation utilizing trended data from the TSIA SRG Benchmark.
The State of Service Revenue Generation: 2021
Key trends impacting service revenue generation business leaders for 2021.
Two Worlds Colliding Bringing Together Customer Success and Renewal Teams
Join us for a discussion on how to ensure cost-effective adoption, retention, and expansion and set expectations for CSMs and Renewals Specialists.
Solving the Digital Renewal Challenge
Technology companies continue to struggle with automating renewals -- particularly for the longtail. All of us want lower churn, reduced friction in . . .
The Digital Renewal Experience
Growth in recurring revenue portfolios, and recently the impact of Covid-19 on business operations, has many technology companies searching for ways . . .
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.