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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.
The State of Customer Growth and Renewals 2023
Learn four trends that technology companies are engaging as they optimize for growth and profitably in 2023.
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2023 H1 Customer Growth and Renewal KPI
This data view is an overview of 2023 H1 common KPI results.
Quick Poll Results: 2022 Renewal Charter
This data view highlights the findings from the 2022 Renewal Charter Quick Poll
Quick Poll Results: Expansion Charter for 2022
This report explores findings from the quick poll: Expansion Charter for 2022
The State of Customer Growth and Renewal: 2023
Annual customer success report that looks at the state of customer success organizations across the industry and their current business challenges.
Engaging Customer Success in the Sales Process
Key motions that customer success teams can take to engage in the sales process.
How to Deploy Auto Renewal Effectively From the Start
Learn the basics of how companies are effectively deploying auto-renewal capabilities to generate better outcomes.
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.
Pacesetter Practices for Customer Growth and Renewal
Pacesetter practices in the area of customer growth and renewal.
TSIA Quick Poll Results: 2022 Multiyear Practices
This Data View explores trends in multiyear practices for hardware, software, and technology services provider companies.
Turbulence Ahead Are you Winning or Just Surviving
Discover how to win if the economy becomes turbulent. Now is the time to develop your plan for success.
The ARR Trap
This report examines the drive for technology companies to grow annual recurring revenues. It looks at the upside of ARR and the "dark side" of ARR.
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.