[handrous]

Am I missing something, or is "customer success" one of those things where people come up with a new term for existing things, but with "... done correctly" implied? I read the "What is customer success and why does it matter" part hoping for clarity, and that's what it reads like to me.

[danielzarick]

It is definitely something different, and a different framing on some existing activities. But the same way that engineering roles change, non-engineering roles also change in focus and title and expectations.

Thanks for the feedback about that chapter, will dive in and see if we can try to make the answer more clear!

[named-user]

Customer engagement manager