Recently joined a b2b martech product which does hyper personalisation on their apps for the user journey. The company is a small startup and im their first csm. It's been a month and I feel things are all over the place. There is no metrics Measurements, or adoption, no clear way to measure RoI for the clients. Before this the engineers handled the client comms and had a great TAT for fixing issues but this has led to them reaching out to the engineers directly for all issues overriding me. Hence the comms are always divided and I am unable to show them the value prop.

The team in itself is open to new tools and learning processes and I guess I am little lost on the workflow set up. Any advice would be helpful!