What is the difference between Customer Success and Customer Support?

The focus of Customer Success is on ensuring that customers achieve their desired outcomes and realize value from the product or service they are using. This involves a proactive approach where the Customer Success team engages with customers to understand their goals and help them navigate any challenges they might face. By doing so, they aim to foster long-term relationships and loyalty by aligning their efforts with the customer’s objectives.

Customer Success teams often provide guidance, resources, and strategies to optimize the customer's experience and usage, rather than solely assisting with problems that have already arisen. This forward-thinking emphasis on customer goals differentiates it significantly from Customer Support, which is typically more reactive in nature.