[lukevdp]

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]

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?

[lukevdp]

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”