Phil Nanus

VP, Customer Success Research

Phil Nanus is the vice president 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 customer outcomes.

Phil Nanus

Phil Nanus Talks About Customer Success

Strategic Services Journey Map

Top Customer Success Strategic Services Engagements

  • Establishing Customer Success Teams
  • Scaling & Optimizing Customer Success Teams
  • Customer Journey Mapping
  • Customer Success Maturity Assessment

See What I'm Up To

Check out the most recent customer success resources.

February 26

The State of Customer Success 2020

Find out what’s trending in customer success, what investments you should be making, and critical capabilities impacting the metrics that matter.


Customer Success Funding Model

Funding Models for Customer Success


Constructing the Next-Gen Support Agent: Why AI Is Required

Learn how to take your support agent teams to the next level with AI.


Accelerating the Customer Success and Product Management Handshake

Learn best practices that need to be put in place between customer success and product management to enable adoption.


Trends in Customer Success Compensation

Get findings from TSIA’s 2019 Customer Success Compensation Study, including key roles companies are hiring and how incentive structures are set up.

Research Report

TSIA Customer Success Benchmarking

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


The State of Customer Success 2019

Learn what’s trending in customer success, investments you should make to help scale your team, and critical capabilities that will impact metrics.

Research Report

The State of Customer Success: 2019

A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.

Research Report

2018 Best Practices in Low Touch Customer Success - Results for Non-Participants

This document reviews key findings from the study from the 2018 TSIA Best Practices in Low Touch Customer Success Study.


How Low Can You Go? Insights from TSIA's Low Touch Customer Success Study

Review some of the high-level findings from TSIA’s “2018 Best Practices in Low Touch Customer Success” study to help scale your organization.


How to Increase CSM Productivity and Improve Customer Engagement

Examine technologies and process changes that CS teams can leverage to scale their organization.


Building Customer Success at Scale

Join us as we bring together experts from across the industry to provide best practice guidance for scaling your customer success function.