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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.
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.
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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 Product Management - Customer Success Handshake
Research tells us that the handshake between the team that creates value (Product management) and the one that helps customers realize the value . . .
Accelerate Your Partner Community to Deliver Customer Success
Scaling customer success is a top business challenge. Many companies are looking to their partner community to help scale their organization. What . . .
In the Driver's Seat: 7 Critical Actions for Driving a Customer Success Organiza
Taking the helm of a customer success organization is no feat for the weary. There are so many variables that must be addressed to quickly ramp up . . .
The Three Charters of Customer Success
This whitepaper will help identify your organization's customer success charter for driving top-line revenue growth.
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.