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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.

June 16

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 . . .


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 . . .

Research Report

The Three Charters of Customer Success

This whitepaper will help identify your organization's customer success charter for driving top-line revenue growth.