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Stephen Fulkerson is the senior 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.
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 20 years of experience working in technology service companies, and has been a leader in professional services, technical account management, and business development for APAC and LATAM operations. However, he has spent the bulk of his technical career (12 years) in Customer Success and finds this work the most rewarding for both serving the customer and the company.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.