At a leading enterprise IT monitoring platform, strong product capabilities were not translating into deep platform usage. Customers were activating a fraction of available features, leaving significant value — and revenue — unrealised. I led the initiative to systematically diagnose and resolve these adoption gaps.
The platform was rich with functionality, but enterprise customers were overwhelmed at onboarding and defaulted to a minimal feature set. Customer success teams lacked the tooling and frameworks to guide expansion, and product telemetry was not being used to identify at-risk accounts or expansion opportunities.
Analysed product telemetry across the customer base to build an adoption heatmap — identifying which features drove retention and expansion versus which were consistently skipped. This data became the foundation for every subsequent initiative.
Redesigned the new customer onboarding journey with a value-first approach — surfacing the features most correlated with long-term retention within the first 30 days, reducing time-to-value significantly.
Introduced contextual in-app guidance and progressive disclosure patterns that surfaced relevant features at the right moment in the customer workflow, without overwhelming users.
Built a playbook for customer success managers — tied to product usage signals — that enabled proactive outreach when accounts were underutilising key capabilities. Aligned CSM incentives with adoption metrics.
20% increase in platform feature adoption across the customer base
Contributed to measurable incremental ARR through expansion revenue
Reduced early churn by improving time-to-value in the first 90 days
Customer success playbook adopted across the global CS organisation
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