Hey everyone! I'm looking to connect with other CS leaders who manage technical product support teams and are focused on leveraging support data for customer success.
My role is a bit hybrid. I manage both Customer Success and our Technical Product Support (Help Desk) team. I'm focused on utilizing support metrics and interactions to inform our CS strategy: identifying churn signals in support data, spotting growth opportunities, enhancing CSAT, and generating intelligence that enables our Account Managers to be more proactive.
I'd love to brain share with others in similar roles, especially if you:
- Have technical support or help desk employees reporting to you
- Use support data to inform customer health scoring
- Bridge the gap between support operations and customer success strategy
- Manage both low-touch and high-touch customer segments
- Work on creating handoff processes from support to CS
What does your org structure look like? How do you use support interactions to drive CS outcomes? Would love to hear how others are approaching this blend of support operations and strategic customer success.
