Product-Led Customer Success: The Role of CSMs in PLG Organization

Customer success in product-led organizations involves providing users with tech-led self-serve support and resources to help them best use your product. This includes self-serve user onboarding and engagement prompts—typically in the form of in-app messaging—that guide users within your product. A customer success team is responsible for measuring customer health and satisfaction, helping lower churn rate and maximize adoption, and proactive feedback collection. They work with other teams to gather insights and improve the overall user experience. Product usage data and customer feedback are key in this process.