Bryan W. Hochstein, a thought leader concerning Customer Success Management (CSM), earned his PhD in Marketing from Florida State University. Currently, Bryan serves as an Assistant Professor of Marketing at the University of Alabama in Tuscaloosa. Crossing academic and industry boundaries, Bryan has presented at numerous Pulse Conferences and conducted over 350 interviews of CSMs, executives, and customers of firms engaging in a customer success philosophy. His students in Customer Success Management engage with industry and learn skills that help them to find employment as CSMs. His work has been published in the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Service Research, Industrial Marketing Management, Journal of Personal Selling and Sales Management, Journal of Business Research, Marketing Letters, and other outlets. His industry experience includes a twenty-year career in the service/sales industry in Wisconsin.