"Is customer success part of sales or support?"

My answer? It's neither.

It's consulting.

CSMs have to build relationships, identify customers' goals and map out how their services and products will help support it. It's a consultative motion.

Behind the CSM, we've gotta have solid customer support and product engineering who capture, triage, track and resolve problems **quickly and reliably.**

Then CS can remain proactive and strategic so they can drive business outcomes that lead to renewals, upsells and powerful customer references.

Many companies are failing to make this distinction.

And CS is seen as an extension of support. And right now, and unnecessary drag on Gross Margin.

How are you differentiating support and CS in your company?

View Original Discussion and LinkedIn