TL;DR
Alignment between Product and Customer Success shouldn’t be an uphill battle. In this conversation, Bagel AI CEO Ohad Biron and Obrela Chief Customer Success Officer Guy Galon dig into why the disconnect happens and how AI can rebuild trust, reveal customer context, and connect product decisions directly to revenue outcomes.
Watch the full recording
Why This Moment Matters
Teams are being asked to do more with less. Leaders are under pressure to prove ROI in weeks, not quarters. AI is no longer a nice-to-have table stakes. In this environment, the friction between CS and Product isn’t a workflow issue. It’s a growth blocker.
Why the CS-Product Gap Still Exists
Product teams think in roadmaps, scalability, and long-term bets. CS teams think in retention, QBRs, and immediate customer outcomes. Both are right. And both often struggle to speak the same language.
“They speak different languages. They follow different metrics. They have different incentives.” Ohad Biron, CEO, Bagel AI
Guy highlights that CS is often the voice of the customer but when that voice gets lost, delayed, or deprioritized, everyone suffers. Product feels blindsided. CS feels unheard. Customers feel frustrated.
Guy explains:
“Trying to fight churn three months before the renewal is not a lost battle, but it’s a bit late in the game.”
Ohad responds:
“And yet, CEOs today are asking Product to show ROI in the next quarter not in a year. That pressure’s real.”
What Alignment Really Requires
The path forward isn’t about adding more tools or meetings. It’s about changing how teams share context, see impact, and prioritize together.
Ohad describes alignment as a function of shared visibility and shared goals not forced consensus. When CS and Product align on the business outcomes they’re driving toward, trust follows.
“If I know what the chief customer officer wants to achieve, and I can help him hit that, then we’re aligned.” Ohad Biron
And critically, both CS and Product are in leadership positions that require influence not command.
“CS and Product are both orchestrators they lead without authority.” Ohad Biron
That shared need for influence makes trust and transparency essential.
The Role of AI in All of This
AI doesn’t need to be a buzzword. At Bagel AI, it’s a working engine that connects the dots between scattered customer inputs and business-critical product decisions.
By analyzing support tickets, sales calls, CRM notes, and user activity, Bagel AI uncovers product gaps that impact deals, renewals, and expansion opportunities. Then it ties those insights to revenue and surfaces them where teams already work: Salesforce, Jira, Gong, Zendesk.
“We automate all the data collection and noise filtering. Then we connect it to what really matters to the business.” Ohad Biron
Ohad goes further:
“We don’t want to find ourselves in that 91st-minute emergency. Bagel AI brings coverage, not crisis.”
Toward a Shared North Star
One of the most powerful takeaways from the talk is that alignment starts with agreeing on what “success” looks like. Retention? Expansion? Active usage? NPS? AI can help identify leading indicators, but the teams have to agree on what they’re optimizing for.
Guy emphasizes:
“If we can correctly define what active user means, and monitor it, then we have a good metric to follow that everybody is already aligned to.”
Together, they explore how difficult it is to define “meaningful usage” across teams and how AI can help validate those definitions by identifying patterns tied to retention and expansion.
The Alignment Ladder
- Visibility: See what others see
- Metrics: Agree on what matters
- Action: Prioritize with confidence
- Feedback: Measure and close the loop
This simple mental model can help teams frame their alignment work and track progress over time.
Where This Is Headed
Both agree: AI will not replace CS or Product. But it will change how they operate.
CS will stop spending hours preparing for QBRs. Product will stop chasing scattered requests across Slack and tickets. The work will shift toward making better decisions, with better data, in less time.
“AI gives you the clarity, but you still need the context. You still need to be a domain expert.” Ohad Biron
What to Do Tomorrow
- Ask: What metric could CS and Product share ownership of?
- Audit: Where is customer feedback currently lost or duplicated?
- Explore: Which manual workflows could be handled by AI ? (like Bagel)
Key Takeaways
- Different perspectives aren’t a problem, miscommunication is. CS and Product need aligned language, not more process.
- AI can deliver that shared context. Bagel AI ties revenue to product gaps and distributes insight in real time.
- Trust follows transparency. Knowing what drives your counterparts enables smarter collaboration.
- Shared metrics anchor alignment. Pick one or two that matter for both sides then act on them together.
- AI doesn’t replace product intuition. It removes the manual lift, so teams can focus on what matters most.
About the speakers
Ohad Biron is the Co-Founder and CEO of Bagel AI – the first AI-native Product Intelligence platform. He’s spent the last decade building in the space between revenue, product, and customers. His mission: eliminate guesswork from product decisions and help teams ship what actually matters.
Guy is a seasoned customer success leader and advisor, focused on strong customer engagement, lasting relationships, and driving impact. He’s built practical frameworks that blend experience across software development, QA, support, pre-sales, and program management. As an international mentor, he helps CSMs, team leads, and execs grow their influence and push beyond their comfort zones. Visit Guy’s website >
