It’s a common mistake to think customer success is interchangeable with customer support or account management. But it’s not. The main difference is that customer success is proactive and long-term, while customer support is responsive and short-term. Essentially, customer support is always called to action, while customer success is always available.
Customer support generally helps individual customers when they’re facing a specific issue. It offers momentary customer satisfaction without cultivating a full-on relationship. With customer success, all customers will benefit because it’s not a response to problems but a strategy that ensures customers stay happy long-term.
Account management focuses on cross-selling and upselling the product to grow user business. Although useful, it’s not on the same level as customer success. Customers don’t get exactly what they want out of it because they feel like they’re more of a commodity than deserving of real help.