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Marc Troyan

Director, Customer Success Research

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.

Top Customer Success Advisory Engagements

  • Establishing Customer Success
  • The Building Blocks of Customer Success
  • Improving the Customer Experience
  • Using Customer Success to Create Sales Efficiencies
  • Predictive Customer Health Scores
  • Operationalizing the Customer Journey
  • Scaling Customer Success Through Partners

Research and Webinars

Check out the most recent Customer Success resources.


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.

Research Report

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.

Research Report

Monetizing Customer Success

How to create compelling customer success portfolios that deliver higher business value to customers and greater service revenue growth.

Research Report

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.

Research Report

2020 Monetizing Customer Success Study Readout

This report is a data readout based on the results of TSIA's 2020 Monetizing Customer Success Study.

Research Report

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 . . .