Where Things Stand
Customer Success (CS) and Product teams are starting to work together more closely, and it’s changing the game for SaaS companies. A recent report from Notion Capital gives us a good look at how this relationship is evolving—what’s working well and where there’s room to improve.
How Feedback Helps
Customer Success teams are helping shape how products evolve:
- 84% of CS teams provide feedback that leads to measurable improvements for customers
- 83% of CS and Product teams tackle bugs and common issues together
This teamwork is directly improving the customer experience and making products better.
What’s Going Well
A solid chunk of CS and Product teams have set up routines that help them work together practically:
- 52% of teams have formal weekly meetings
- 64% of CS teams provide clear, structured feedback to Product teams
- 64% of that feedback is backed by data
These numbers show that companies are starting to take cross-team collaboration seriously—and it’s paying off.
What’s Still a Struggle
Even with all this progress, some areas are still tricky.
Balancing Features with Usability
Product teams are often pulled in two directions:
- 56% focus on making the experience smoother for customers
- Only 35% are willing to cut features that no longer add value
The challenge? Deciding what matters most between innovation and simplicity.
Agreeing on Shared Goals
Less than half (47%) of CS and Product teams are on the same page about how to measure customer satisfaction. This disconnect makes it harder to set priorities and use resources in the best way.
How to Work Smarter Together
Here are a few ideas to make collaboration even better:
Agree on Shared Goals
Define key objectives that both teams can commit to. When everyone knows what success looks like, it’s easier to stay aligned.
Use Customer Feedback
Customer Success has a direct line to what users want and need. Tap into that to:
- Simplify onboarding
- Test ideas before committing too many resources
- Spot and fix the reasons customers leave
Meet Regularly, with Purpose
Structure meetings to keep things moving:
- Weekly: Quick updates on what’s happening now
- Monthly: Deep dives into trends and recurring issues
- Quarterly: Strategic planning sessions
The Right Tools Make a Difference
Technology can smooth out collaboration hiccups:
- 64% of teams use product management software
- 61% rely on workflow tools
- 41% use general collaboration platforms
That said, only 8% of teams use tools specifically designed for CS, which leaves a lot of room for growth.
Wrapping It Up
Getting Customer Success and Product teams to work well together isn’t just nice to have—it’s critical for SaaS companies that want to grow. When these teams agree on shared goals, listen to customers, and use the right tools, the results are clear: better products, happier customers, and steady growth.
The key takeaway? Customer Success isn’t just a support role. It’s a strategic partner in building products that users love. The more we embrace that mindset, the better positioned SaaS businesses will be to stand out and thrive in a crowded market.