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Marc Troyan is the senior 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.
Multithreading in Customer Success for Expansion
How customer success can fight churn, work to expand their footprint, and improve account management via multithreading.
Behaviors and Influencers of Monetizing Customer Success
The purpose of this research is to help customer success executives navigate behaviors that will influence monetizing customer success.
Monetizing Customer Success Research Journey
Join us for insights on industry trends, go-to-market strategies, and the correlation between expansion, retention and customer satisfaction.
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TSIA Customer Success Capabilities Framework
TSIA Capabilities Framework examines start-to-finish capabilities needed to successfully run your customer success management department.
Customer Success Dynamic Engagement Framework
TSIA Customer Success Dynamic Engagement Framework examines how organizations can meet the demands of customer engagement when the ratios don't work.
The Customer Success and Support Services Alliance
This report looks at how CS and support teams work together to drive successful business outcomes and avoid critical escalation mismanagement.
Executive Insights: 2023 Cost-Effectively Scaling Customer Success
This report highlights findings from the 2023 Cost-Effectively Scaling Customer Success survey.
Sales and Customer Success Partnering to Protect and Grow Your Customer Base
Discover the key to customer growth and retention including insights on optimizing the Sales and Customer Success partnership.
Quick Poll Results: Funding for Scale
This report highlights findings from the 2023 Quick Poll: Funding for Scale.
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 800-876-6511 or we can call you.