In this Show & Tell, Seth Rodriguez, Manager, Commerical Customer Success, at HackerOne, walks through how his team runs monthly Account Success Reviews that go beyond reporting to deliver strategic impact. Each review blends program data, customer context, and tailored recommendations to spark meaningful conversations and reinforce long-term value.

See how Seth’s team approaches account success reviews here:

Other Key Takeaways from Seth:

1. Consistency creates clarity, especially at scale‍

Using Matik to generate 15 to 25 Account Success Reviews (ASRs) per month helped reduce manual work and ensure a consistent experience across accounts. This made it easier for customers to understand the value, even when account ownership changed.

2. Personalization makes the impact real‍

The most effective content pairs the customer’s own data with tailored strategic recommendations. This turns the conversation from a recap into a forward-looking plan and helps customers tell a stronger ROI story to their executives.

3. Business reviews are moments of connection, not just reports‍

Each ASR is designed to be a two-way conversation. They include updates, new opportunities, and clear action items that keep customers engaged and aligned with the team behind their program.

4. The mid-journey deserves more attention‍

Seth called out the period after onboarding but before renewal as a missed opportunity. Customers are active but still learning how to connect the product to business outcomes. Reinforcing value here can drive long-term success.

5. Strong content comes from cross-functional collaboration‍

A dedicated tiger team made up of CS, Sales, Marketing, Product, and Enablement works together to build impactful customer-facing content. This ensures every presentation ties into product strategy, business goals, and long-term retention.

---

Use Matik to automate data-driven reviews, just like HackerOne does. Request a Demo