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Stephen Fulkerson 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 positive and successful customer outcomes.
Prior to joining TSIA, Stephen was the vice president of customer success at Upland Software, where he successfully consolidated ten separate customer success teams to perform under one Upland umbrella resulting in a seamless and unified customer success experience. He personally led company executive efforts to increase the NPS by 70 points in eighteen months while also securing renewals, driving expansions, and cross-sell opportunities. During his time at Upland, he also skillfully led the Customer Experience and Customer Training departments.
Stephen was also vice president of customer success at Alert Logic, where he built the Customer Success department while also overseeing onboarding, training, and customer support. In this capacity, he successfully broke numerous company records for onboarding and improved customer experiences.
Stephen has over 25+ years of experience working in technology companies and has been a leader in professional services, technical account management, and business development for APAC and LATAM operations. Stephen started his career in Customer Success in 2004 and he has spent the bulk of his technical career-building Customer Success organizations and finds this work the most rewarding for both serving the customer and the company.
The State of Customer Success 2023
Find out how to position your customer success organization to increase revenue, improve operational efficiencies, and maximize customer value.
The State of Customer Success: 2023
A look at trends in customer success, including the top issues facing customer success executives and guidance on the top business challenges.
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Customer Success Dashboards
This report focuses on the most commonly used KPIs, metrics, and health score variables that are used to inform customer success dashboards.
2022 Customer Success, Growth, and Renewal Compensation Study
This document reports research findings on compensation data related to the roles involved in delivering customer success and contract renewal.
TSIA Quick Poll Results: Ethical Dilemmas in Customer Success
This document reports key research findings on the topic of the ethical dilemmas customer success organizations face and how to prevent them.
The Future of Customer Success
TSIA asserts that customer success will become the dominant revenue engine for XaaS companies. This paper explains why.
Customer Success and Product Management Collaboration
A look at how a company’s product management and customer success organizations can collaborate for the benefit of the customer and business growth.
How to Talk to Your CEO About Funding Customer Success
Download the e-book and access the three budgeting principles of how to talk to your CEO about funding customer success.
Building a Successful Product Management–Customer Success Relationship
This report looks at how product management can work better with customer success and how customer success is dependent on product management.
Customer Success Organizational Structure 2022
This report focuses on customer success organizational structures and which alignment is best and most profitable for the organization.
The Essential Handshake Between Customer Success and Product Management
This report documents the first three first steps that should characterize any product management partnership with customer success.
Customer Success Telemetry Top Metrics and Dashboards for Growth and Efficiency
Join us for a discussion on the top metrics and dashboards needed for growth and efficiency in customer success.
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 (858) 674-5491 or we can call you.