Does support and success should be one team?
I'm interviewing different companies while developing a new solution for support teams and see that many companies still have separated teams for support and success. What's your experience and opinion? Should they be together?
I've never even heard about success team :)
We have support and success separate. Success doesn't do a ton in terms of troubleshooting. They are a frontline to receive requests/complaints from high dollar customers, while support deals more with the day to day issues that are present in the system and answering basic config questions.
Yes it should be separate. Support helps with the how, customer success helps with higher level strategic support, uncovering needs, upselling, etc. At a certain level, probably between 1-2m ARR, customer success becomes accretive.