Senior Director, Customer Success at HubSpot • February 20
In a perfect world, the CSM team is responsible for feature adoption on a
per-customer basis, and the feature you measure the team on directly relates to
the customer-defined goal or use-case (coming
In my experience, the number of voices in the room around feature adoption KPIs
grows as organizations mature, and a complete list might look something more
like this: 1. Customer Success 2. Product 3
Director customer success at Formant | Formerly Genius Plaza, Blue Ocean Robotics, Robot de Mexico, Plataforma I • March 23
The best way is to collaborate as a whole organization. Product and Customer
Success should be "best friends" in terms of adoption. Customer Success is in
charge of driving the adoption and collecting
