Mac Guidera is the director of customer success research for TSIA. In this role, he works closely with member companies to help them develop, transform, and optimize their customer success strategies and organizations.
Mac has held various customer success, product management, and sales leadership roles throughout his career. Prior to joining TSIA, Mac spent 13 years at IBM where he was most recently a customer success leader responsible for the best practices and operations of their Cloud and Cognitive offerings. In this role, Mac managed a global team of customer success managers (CSM), system admins, and data scientists to come up with campaigns, success plans and journey maps for their customers. He specialized in increasing renewal rates and reducing customer churn, demonstrating the value ensuring higher product adoption, maintaining high customer satisfaction, and improving overall health scores.
Aligning with his long-held passion for connecting people with the right information they need to succeed, Mac provides TSIA’s membership community with the business frameworks, best practices, and data-backed insights they need to make real transformational change within their organizations.
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