Depending on the company you'll see it defined a few ways. These may include activities like user training, a level 2ish enterprise support where they'll do som

Depending on the company you'll see it defined a few ways. These may include activities like user training, a level 2ish enterprise support where they'll do some investigation/triage of bugs and can enable some feature flags for you or escalate to an engineer. Sometimes you will see phone support or account manager called customer success