Technical Roles in Customer Success

yes it is. 

@Samma Hafeez  obviously products will dictate the depth of required skills.

@Kevin Mitchell Leonor thanks for sharing that.  Is PM product or project manager IM implementation manager.  

Yeah that's is very similar to how IBM used it's Lab Services teams on the professional services side of things.   

That's an interesting role.  Sounds like looking at on-boarding with an eye to wear friction exists as part of the process.  

Our CS organization had 3 teams - Account management (non technical, post launch), Technical Support (technical, post launch), and professional services which was project managers and solutions architects (PMs had technical acumen, but no technical tasks and SAs were all technical. This team was almost all pre-launch during implementation but would reengage for projects or footprint expansion).

In the roles I've been looking to apply to, I've found the title "Customer Success Manager" be a support person more and more.

Our solutions architects were incredibly valuable technical resources at my last company. That said, depending on how technical your product is, I would argue that everyone in CS ought to receive a basic to advanced degree of technical training depending on the nature of the accounts they are managing.

Enterprise Late Stage SaaS - We have TAM, PM, IM. Our Solutions Engineers work with us a lot, but they role up to Sales.

We created an Onboarding Architect role which includes technical acumen, industry expertise, and strong interpersonal skills. They are responsible for understanding pain points and blockers to fast onboarding and turning those into relevant product requests. They also handle technical documentation for onboarding and look for areas to automate redundant processes. I think these hires have been critical for us because their deep, end-to-end understanding of the customer and our product enable them to create a very efficient feedback loop to product.