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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.


Delivering Customer Success via Partners - Results for Participants

This document reviews key findings from the study from the 2017 TSIA Customer Success delivered via Partners 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.


3 Tips to Lower Sales Costs Using Your Customer Success Org

Join us to get three tips to lower your total sales and marketing costs using your customer success organization.

Research Report

Creating LAER Efficiency with Customer Success

Download this customer success white paper to learn the TSIA framework to become a LAER Efficient and help your customers achieve business outcomes.

Research Report

Delivering Customer Success via Partners - Results for Non-Participants

This document reviews key findings from the study from the 2017 TSIA Customer Success delivered via Partners Study.


The Mid-Market Matters: Why Companies Must Rethink Customer Segmentation

Learn why rethinking your customer segmentation strategy will equip you to grow closer to all of your customers and lead to higher ROI.


Working with Partners to Deliver Customer Success

Join us to learn findings from TSIA’s survey on delivering customer success via partners and find out which practices and metrics are critical.


The Key to Profitable Customer Experiences: The Right CSM

This webinar will reveal key insights on the critical components for a successful Customer Success strategy.


The State of Customer Success 2018

Join us to learn key trends that will influence customer success organizations this year.

Research Report

The State of Customer Success: 2018

This report features what’s trending in customer success this year and serves as a guide on how to achieve success in 2018 and beyond.


TSIA's Customer Success Power Index

Take your customer success benchmark to the next level.

TSIA has developed the Customer Success Power Index (CSPI), a measurement that puts a hard number on the economic impact, metrics, and practices of your Customer Success organization. When you benchmark your Customer Success organization with TSIA, you'll also get your CSPI score.

customer success benchmark

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
Phil Nanus speaking at TSW

Experience Our Community

Join our community of customer success leaders.

Meet Our Customer Success Research Expert

Phil Nanus is TSIA’s vice president of customer success research. 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.

Learn more about Phil.


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

Adobe Systems

Max Long
SVP, Adobe Customer Solutions

Thomson Reuters

Mindy Cunningham
Vice President, Legal Professional Services


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.