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Marc Troyan

Director, Customer Success Research

Marc Troyan is the director 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.

Top Customer Success Advisory Engagements

  • Establishing Customer Success
  • The Building Blocks of Customer Success
  • Improving the Customer Experience
  • Using Customer Success to Create Sales Efficiencies
  • Predictive Customer Health Scores
  • Operationalizing the Customer Journey
  • Scaling Customer Success Through Partners

Research and Webinars

Check out the most recent Customer Success resources.

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.