While it is perhaps counterintuitive that Customer Success should have a close working relationship with the Product team, this is absolutely the case. Because Customer Success is highly attuned to how value is being created (or not) for the customer, having a tight feedback loop into the Product roadmap is essential. As a bare minimum, CSMs should participate in feature planning sessions. More formally, the product ticketing queue should include a Customer Success track for features that need to be prioritized.

— Farm Don’t Hunt: The Definitive Guide to Customer Success by Guy Nirpaz, Fernando Pizarro