Success vs. Support: how does client know which to contact?
Hi,
We are in planning phase for new Customer Success function (at B2B SaaS company). We believe the new Customer Success function should be separate from our traditional, reactive support team. We wonder, however, how these two teams are kept separate from the perspective of users of the app. Specifically, in practice, how do successful B2B SaaS companies do the following:
1) What messaging / "instructions" (so to speak) are given to the client when to contact reactive support vs. their new CSM contact?
2) How does the SaaS provider avoid the client contacting CSM with support calls?
3) We assume all users of the app know how to contact traditional, reactive support But, which users / contacts at the client have an assigned CSM with email / phone for the CSM? All end users? Just users identified as influential? Does the strategy for identifying the subset of users to have CSM contact info differ depending on client tier?
I hope the above is clear and would love feedback from anyone who has successfully managed Client Success and has insight how to guide the client on when to contact CSMs vs. traditional support.
Thank you!
Mark