The Difference between Customer Success, Customer Support and Customer Service

Customer Success, Customer Support, Customer Service… They’re All The Same Thing, Right?

When we’re applying to jobs it’s easy to make assumptions and get things completely wrong. Take customer success – it sounds like an easy role, right? But it’s probably not even what you think it is.

You could be applying to jobs all wrong, but we’re here to help. We’ve done some research and can now tell you the difference between customer success, customer support and customer service.

Customer Success

Customer success is all about the long-game. It’s a proactive role that consists of:

  • Building relationships with your clients
  • Focusing on strategies that make customers happy
  • Understanding your client’s needs and how your products meet them

Customer success’ ultimate goal is to gain the complete loyalty of your clients so they turn into organic brand ambassadors. These roles are becoming more and more common in all companies that rely on customer opinion. To get a job in customer success you will need to be a strategic, organised and confident person.

Customer success roles, unlike those in customer support and service, often require some extra training. Luckily we’ve got you covered. Our Customer Success Training Programme is garunteed to give you the knowledge to bag that first job, and we even have a blog post on all the best customer success courses around.

Customer Support

Customer support is a personal, reactive role with a focus on quick-fixes. It involves:

  • Helping customers get the most out of your product
  • Efficiently solving customer problems

Customer support roles are focused on problem solving. To be successful in this role your communication skills will be perfect: you’ll be friendly, open and honest in every conversation. The ultimate goal of customer support is to make sure clients love your company’s products.

You’ll be that person on the other end of the phone, email or face-to-face conversation when anyone has an issue with your product.

Customer Service

Customer service is the most common of the three. It involves:

  • Interacting with customers before, during and after sale
  • Being the face of the business
  • Helping customers have a pleasant experience

Customer service roles are essential for keeping clients happy. To be successful in this role you’ll have excellent interpersonal and communication skills. You’ll be a patient, friendly and naturally happy salesperson with a drive to help people from all walks of life.

You’ll be a cashier, sales assistant or tech expert giving customers personalised advice about what product best meets their needs.

What’s the Difference?

Customer success is all about strategy. You’re thinking about making customers happy long-term and by building a fantastic brand image.

Customer support is for the problem solvers. You’ll be on the other end of the phone or email, helping people use your product.

Customer service is about sales. You’re the friendly front-of-house person with a passion for making people happy with every sale.

Looking for your next technical customer success or support role? DigitalGrads are recruitment experts with unique training courses and job postings for all your dream customer-centric roles. Come and take a look at our jobs board!