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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.
Creating a Customer Journey that Maps to Success
Join us for a discussion on industry changes reshaping the face of journey mapping and learn best practices for running a journey mapping exercise.
TSIA Customer Success Benchmarking
This report explains the critical role the TSIA Customer Success Benchmark process can play in driving organizational transformation.
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2019 Customer Success Compensation for Participants
Data and summary results from the 2019 TSIA Customer Success Compensation Study specific to 5 key roles.
The Three Charters of Customer Success
This whitepaper will help identify your services organization's customer success charter for driving top-line revenue growth.
DocuSign’s Customer Success and Product Management Handshake: A Case Study
DocuSign's product and customer success handshake case study.
The State of Customer Success 2022
Join us to learn what’s trending in customer success so you can take proactive steps to have a successful 2022.
The Building Blocks of Customer Success
Learn the basics of customer success, how to apply it to your current organization, and ensure recurring revenue and profits for years to come.
The State of Customer Success: 2022
A look at the state of customer success organizations, including the top issues facing CS executives and guidance on the top business challenges.
Scaling Customer Success with Low and Digital Touch
Key industry changes in low touch and digital touch engagement strategies so that companies can scale their customer success organizations accordingly
Listen, Learn, and Improve: Best Practices in Customer Success Surveys
Learn customer success best practices for measuring voice of the customer (VOC) metrics and how to get the most value from the survey process.
Checklist: Optimize Your Organization for Customer Success
Download the checklist to optimize for customer success and get a framework for customer churn and retention.
Customer Success: An Emerging Role in the Revenue Growth Engine
Learn how Customer Success can effectively drive revenue growth in this 45-minute webinar, available to TSIA members only.