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Marc Troyan is the director of customer success research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver positive and successful customer outcomes.
Prior to joining TSIA, Marc was the Chief Customer Officer at Heap, where he led the account management, professional services, education and customer support teams. He designed and launched the company’s first NPS program, expanded customer success into EMEA, and led the move of the account management team from sales into customer success.
Marc came to Heap from SAP, where he was the head of customer success strategy for the SAP Customer Experience business unit. In this role, he built and launched a new customer onboarding and enablement program, created new consulting services offerings, designed a new “voice of the customer” program, and delivered a new customer lifecycle model that was deployed across all SAP Customer Experience product lines. In addition to the customer success strategy team, Marc led the value and adoption strategy consulting, product champions, onboarding and enablement, and business operations teams.
Marc was also senior vice president of customer success at Gigya (which was acquired by SAP), where he built the Customer Success department while also leading solution architecture, account management, customer support, identity strategy consulting, and sales engineering. In this capacity, he led the organization through 3x ARR growth, increased gross retention rate from 64% to 90+%, designed and launched Gigya’s voice of the customer program, and led the integration of the customer success team into SAP’s Customer Experience business unit.
In total, Marc has over 25 years of experience working for professional services and technology providers including Ernst & Young, Salesforce.com, and Adobe prior to joining Gigya. Since 2007, he has led Customer Success organizations of varying shapes and sizes. Building these teams and working with amazingly talented people has been his career highlight thus far.
Four Digital Engagement Actions in Customer Success
Learn key areas customer success executives are investing in digital engagement strategy to ensure their teams and customers are equipped for success.
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The Role of Customer Success in Freemium Offers
This report looks at which organizations are charged with helping care for freemium customers and converting them from free to fee.
Monetizing Customer Success
How to create compelling customer success portfolios that deliver higher business value to customers and greater service revenue growth.
How to Talk to Your CEO About Funding Customer Success
Download the ebook and access the three budgeting principles of how to talk to your CEO about funding customer success.
6 Customer Success Investments Executives Should Anchor On
Get insight into the top six areas where customer success executives must drop anchor and invest extra time to ensure greater success and ROI.
2020 Monetizing Customer Success Study Readout
This report is a data readout based on the results of TSIA's 2020 Monetizing Customer Success Study.
Helping Customers Succeed: Three Distinct Plays
This report looks at unlocking business value through the science of customer success.
Supercharge Your Revenue and Customer Outcomes by Monetizing Customer Success
Monetizing customer success is the easiest way to fund your customer success organization, but the benefits don’t stop there. Higher retention rate, . . .
Trial by Fire: Top Efforts to Avoid in Customer Success
Whether building customer success from the ground up or improving customer success operations, come and share your story and learn from other . . .
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.