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Customer Success

Get Customer Success Research and Advisory with TSIA

When it comes to customer success trends and best practices, TSIA has its finger on the pulse. Our industry experts work directly with Customer Success
teams to help them benchmark their organizations so they can effectively optimize, scale, and grow.

Top Customer Success Challenges

Here’s a look at the top business challenges we’re currently helping our Customer Success members across the globe solve:​

Best practices for creating Customer Success capabilities and organizations
Improving the customer experience
Identifying key performance indicators (KPIs) and key metrics Customer Success organizations should be monitoring
Funding a Customer Success organization
Expand to see more business challenges we can help you solve+

TSIA Can Help

Whether your company is still trying to answer the question, “What is customer success?” or you’re part of a mature Customer Success organization, TSIA can help you, your team, and your partners drive profitable growth.

Experience Our Research

Get a glimpse into our vault of board-ready data insight, thought leadership, best practices and
trends in customer success.

TSIA’s Customer Success research is backed by over one million data points, and covers topics like scaling customer success, monetizing customer success, key customer success metrics and KPIs, staffing a customer success organization, adoption and health monitoring, and more.

Research Report

Best Practices in Customer Onboarding

This paper lays out the three fundamentals of customer onboarding and explores differentiated practices that lead to accelerated results.


Best Practices for Customer Success Onboarding

Get insight into common practices and processes for customer onboarding based on findings from TSIA’s 2020 Customer Success Onboarding survey.


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.

Research Report

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.


Customer Success | Everything Will Change: How COVID-19 Becomes the Accelerator

2020 has brought more change to our societal and business norms than any of us have anticipated. Join Phil Nanus, TSIA VP of Research for Customer . . .


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.

Research Report

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.

Research Report

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.


Customer Success Funding Model

Funding Models for Customer Success Organizations


The Future of Customer Success: It's Dynamic!

Customer Success reached a tipping point in 2018. We see the existence of this organization and its set of capabilities in approximately 70% of . . .


Constructing the Next-Gen Support Agent: Why AI Is Required

Learn how to take your support agent teams to the next level with AI.


Attend a TSIA Conference

TSIA conferences offer extensive insight and actionable takeaways for those in the customer success community.

You’ll find sessions focused on:

  • Operationalizing the customer journey
  • Enabling digital customer success
  • Accelerating customer success at scale
Stephen Fulkerson speaking at TSW

Experience Our Community

Join our community of customer success leaders.

Meet Our Customer Success Research Executives

This team of expert research executives heads up our customer success research practice.

Customer Success Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.

Automation Anywhere

Steffen Low
VP, Global Customer Success

Tableau Software

Chris Bates
VP, Global Customer Success


Francessca Vasquez
Americas Head of Solutions Architecture and Customer Success


Nancy Mattenberger
Executive VP & Global Chief Customer Officer


TSIA Member Outcomes

Improving customer success performance.

See the impact TSIA is making on the tech industry by helping Customer Success organizations improve their performance.