What's the difference between Customer Success and Customer Support?

This video will help explain the difference between Customer Support and Customer Success.

You’ll learn about the responsibilities for each role, the day-to-day, and what they’re both evaluated on.

This is specifically for Support and Success roles in SaaS (software as a service), I created a mini crash course on SaaS you can find here: https://www.thecustomersuccessproject.com/post/customer-success-job-tip-mini-saas-crash-course

Technologies I mentioned:
Zendesk
Intercom

Performance indicators for Support”
First Reply Time
Full Resolution Time
CSAT

Performance Indicators for Customer Success:
Net Dollar Retention
Net Revenue Retention
Reducing Churn
Customer Health Score

Видео What's the difference between Customer Success and Customer Support? канала The Customer Success Project