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Yes it should be separate. Support helps with the how, customer success helps with higher level strategic support, uncovering needs, upselling, etc. At a certai
by lukevdp 6y ago
Yes it should be separate. Support helps with the how, customer success helps with higher level strategic support, uncovering needs, upselling, etc. At a certain level, probably between 1-2m ARR, customer success becomes accretive.
- lluis_m_ventura 6y agoInteresting point. I fully understand the different roles they have, but they are both in contact with the customer during their Life Time and being closer can improve the customer experience. Don't you think so?
- lukevdp 6y agoIn a small company they can be the same, but as you get more users, you would be wasting your customer success team because they’ll be spending all their time answering questions like “how do I add a contact”