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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.
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The Role of Customer Success in Freemium Offers
This report looks at which organizations are charged with helping care for freemium customers and converting them from free to fee.
Monetizing Customer Success
How to create compelling customer success portfolios that deliver higher business value to customers and greater service revenue growth.
How to Talk to Your CEO About Funding Customer Success
Download the ebook and access the three budgeting principles of how to talk to your CEO about funding customer success.
6 Customer Success Investments Executives Should Anchor On
Get insight into the top six areas where customer success executives must drop anchor and invest extra time to ensure greater success and ROI.
2020 Monetizing Customer Success Study Readout
This report is a data readout based on the results of TSIA's 2020 Monetizing Customer Success Study.
Helping Customers Succeed: Three Distinct Plays
This report looks at unlocking business value through the science of customer success.
In the Driver's Seat: 7 Critical Actions for Driving a Customer Success Organiza
Taking the helm of a customer success organization is no feat for the weary. There are so many variables that must be addressed to quickly ramp up . . .
The Three Charters of Customer Success
This whitepaper will help identify your organization's customer success charter for driving top-line revenue growth.
Driving Customer Success at Scale
Customer success holds the key to retaining customers and expanding revenues. Download TSIA's seven-step framework today.
Compare and Contrast: Account Plans to Customer Success Plans
This paper looks at differences between Sales Account Plans and Customer Success Plans.
The State of Customer Success 2021
Get insight into the latest customer success research and trends and find out which investments you should be making to help scale your teams.
Customer Success Maturity Model
Five questions posed by companies trying to understand customer success, its impact toward legacy revenue models, and new XaaS subscriptions.