I'm interviewing different companies while developing a new solution for support teams and see that many companies still have separated teams for support and success. What's your experience and opinion? Should they be together?
We have support and success separate. Success doesn't do a ton in terms of troubleshooting. They are a frontline to receive requests/complaints from high dollar customers, while support deals more with the day to day issues that are present in the system and answering basic config questions.
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.
Interesting 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?
In 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”