[simonw]

I wonder what the difference between "customer success" and "customer operations" is here.

[lupire]

"Customer operations" is actually "customer success operations" -- it's the non-customer facing part of sales and support - the IT systems they use.

"Success" is just a a smarmy word for "sales and support".

[softveda]

In a very crude way, sales is about landing new deals or expanding. Customer success is about securing renewals for existing customer and increase adoption, prevent churn. It is a post-sales role.

[kube-system]

customer success is probably the long term, proactive activities: keep the customer happy, manage renewals, be proactive.

customer operations is probably the short term customer interactions: support tickets, integration support, help desk, etc.

[to11mtm]

IIRC (It's been a while since I've worked with their teams) Customer Success was handled by the 'integration support' at Docusign.

If I -also- recall, When I did an Auth0 integration (a few years before that) I worked with a similar 'Customer Success' specialist while evaluating for an integration.

I think this is the trade-off that's happening; By putting integration support under a 'marketing' budget rather than a 'support' budget, it allows for a happier adopting customer base.

I must add however; those examples stand out to me not because it was 'sales-y' but because they were extremely memorable times of a vendor team working very hard to lead our teams into a pit of success. The best analogy I can think of is the difference between someone on a call giving a vague phrase you have to search through API docs for, vs a direct link to documentation complete with verbose-yet-sane examples.

[quickthrower2]

Customer success: Churnbusters

Customer operations: ?? No idea never heard the term

[mrguyorama]

One gets paid big sales commission bucks and the other does the actual work and is told "we can't afford a raise this year"