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 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.
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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.
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.
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.
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.
Gain direct access to TSIA’s research executives and thought leaders to get the outcomes you want faster.