Customer Success (what used to be called “Account Management”, for those of you not in Tech-centered companies) is actually a Bridge between Sales and Customer Service in the same way that Technical Support is a Bridge between Engineering and Customer Service.
I see it housed within an overall “Customer Experience” department – Success, Service and Support.
The bridge roles can live on the bubble between departments, but should be rooted in CE.
Originally Posted: https://www.quora.com/Should-customer-support-be-part-of-customer-success
Originally Posted On: 2015-04-27