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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.
Prior to joining TSIA, Phil was the vice president of customer success at Infor. There, he led a team of customer success managers (CSMs) focused on driving customer adoption of their software, which also included strategy and development of Infor's early SaaS offerings during their transition from on-premise to cloud. He also managed and monetized their on-premise and cloud customer success portfolio.
Phil began his career as a business process consultant at Accenture, and has since held various positions related to enterprise software and IT services, including global leadership and roles in customer success, support, professional services, managed services, and cloud services. His experience also includes senior leadership positions in service sales, service product management, and service operations at Symantec and Veritas. Phil's experience across various practices within the technology industry provides him with a unique ability to apply his in-depth knowledge of customer success strategy, processes, and best practices as it directly relates to each of TSIA's research practices.
Phil is a regular contributor to the TSIA blog on the topics of customer success, customer health scores, customer success managers (CSM), and TSIA's LAER model.
The Next Level of Scaling Customer Success
Join us for this virtual summit to get ideas on how to innovate and effectively scale your Customer Success organization to make it more efficient.
Slides | Everything Will Change: How COVID-19 Becomes the Accelerator for Custom
Get specific guidance and recommendations for customer success leaders during these challenging times.
Everything Will Change How COVID19 Becomes the Accelerator for Customer Success
Join Phil as he provides guidance and recommendations to customer success leaders during these challenging times.
How Customer Success Can Make a Lasting Impact During the COVID-19 Crisis
Short-term guidance and long-term opportunities for CS organizations that can make a lasting impact on both their customers and their company.
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.
The State of Customer Success: 2020
A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.
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Customer Success Funding Model
Funding Models for Customer Success Organizations
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.
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.
Gain direct access to TSIA’s research executives and thought leaders to get the outcomes you want faster.