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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.


Creating a Customer Journey that Maps to Success

Join us for a discussion on industry changes reshaping the face of journey mapping and learn best practices for running a journey mapping exercise.

Data View

Delivering Customer Success via Partners

This document reviews key findings from the TSIA Delivering Customer Success via Partners Study study.

Research Report

Critical Customer Success KPIs, Metrics, and Health Score Variables

This report focuses on customer success KPIs, metrics, and customer health variables, and which are the best to use in customer success organizations.


The Four P's of the Future Delivery Model

In the era of product-led 'attach services,' organizations had built services to optimize product adoption. In the era of service-led offers (XaaS, . . .

Data View

Customer Relationship Survey Program Overview

This report provides an overview of a relationship survey program.

Research Report

TSIA Customer Success Benchmarking

This report explains the critical role the TSIA Customer Success Benchmark process can play in driving organizational transformation.

Data View

2019 Customer Success Compensation for Participants

Data and summary results from the 2019 TSIA Customer Success Compensation Study specific to 5 key roles.

Data View

2021 Customer Success Delivered via Partners Survey: Key Findings Deck

This data view provides results and identifies key findings and takeaways from TSIA's Customer Success Delivered via Partners research study.

Research Report

Customer Relationship Survey Best Practices

This report documents findings from TSIA's member study on relationship surveys.