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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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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.
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.
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.
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 . . .
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