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Cameron
Hector
Director of Customer Success, Product Adoption
Salesforce
Cameron is a customer success leader with a proven track record of helping enterprise organisations accelerate growth through product adoption, customer value, and strategic partnerships. Currently Director of Customer Success, Product Adoption at Salesforce, Cameron has led high-impact customer success and expansion initiatives across SaaS and technology, managing multimillion-dollar portfolios and driving significant revenue growth. With experience spanning customer success, management consulting, and enterprise strategy, Cameron is passionate about delivering measurable business outcomes, strengthening customer relationships, and building high-performing teams.
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18 November 2026 15:45 - 16:15
From customer health to customer growth: The role of adoption
Product adoption is one of the clearest signals of customer health, and one of the biggest levers CSMs can influence. In this session, Cameron Hector will share how he approaches adoption at scale: defining what unhealthy adoption looks like, identifying where usage is falling short, and building cross-functional programs that help customers get more value from the product. The session will focus on practical ways customer success teams can use adoption to support stronger renewals, expansion, and long-term customer outcomes. Key takeaways: - How to define unhealthy adoption - What product usage signals CSMs should watch - How to identify accounts that need intervention - Cross-functional ways to improve adoption - How adoption supports renewals, expansion, and customer health