Customer-centric product management: Collaborating with customer success teams

Adam Davis Jul 27, 2023

Synopsis

One of our goals as product managers is to ship products that create value for customers and those which delight them. There are a lot of levers to pull to achieve this, and this talk will focus on arguably the biggest one; your customer success team. How do you work with them efficiently to create better experiences?

In the session, we’ll:

• Look at the relationship between customer success and product from first principles: What are the goals and incentives for each team?
• Talk about the information your customer success teams can provide for building better products.
• Delve into the information your customer success team needs from the product function to create better customer experiences.
• Share some tangible process examples that you can take back and apply to your work with your customer success partners

Our speaker

Sanket Kavishwar is currently a Senior Product Manager at Relyance AI. Relyance AI is on a mission to match the speed of privacy operations to the speed of business operations. Sanket started his career as a computer engineer and then spent 7+ years in customer-facing roles (Consulting, Implementation, Customer Success) before moving to Product Management. Having started a post-sales team at an early-stage startup, he has a unique perspective on funnelling customer feedback into the product function and vice versa.