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.

Most B2B SaaS companies are bleeding revenue through an adoption gap that their CS and Product teams can't close, no matter how hard they work. While leadership focuses on shipping features and closing deals, the critical path to value realization is broken at a structural level. The result? You're leaving millions on the table in expansion revenue while your cost-to-serve spirals upward.

The Blame Game Nobody Wins

The CSM blames the Product team for not prioritizing their clients' requests. The Product Manager listens, tries to make them feel heard, but doesn't really believe those requests align with the long-term vision of the company. Depending on the team culture, these features either get built reluctantly or get completely ignored. Clients churn (or threaten to, especially near contract renewals), and everyone walks away frustrated.

This isn't a people problem. It's a structural one.

Nobody truly owns adoption. CSMs think it's the Product's job to build features users actually want. PMs think it's the CSM's job to drive usage of what's already there. And while this is partly true, neither party has the tools and resources to do their own role properly. Meanwhile, adoption falls through the cracks, taking revenue with it.

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