Your Product team is shipping features customers asked for. Your Customer Success team is working around the clock to keep accounts healthy. Yet somehow, adoption is stagnant, expansion revenue is underperforming, and your teams are pointing fingers at each other.

The CSM-PM relationship breaks down because organizations set these teams up to fail from day one. Let's break down why.

The typical broken process fails in both directions. Sometimes the CSM pushes for a feature because a buyer requested it—often with a deadline attached.

In an age where adoption is more important than ever—as new AI companies are started every day and AI has meant that delivery is no longer the bottleneck—adoption of features has become the critical differentiator.