Customer Success X Support

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The customer service professional within an agency is also responsible for researching and comparing the market , bringing ideas to the client, helping them in the direction of their advertising campaigns, for example.

In this last aspect we can say that the role of Customer Success is similar to that of an account manager, since he or she must know the market, its trends, opportunities and threats for his or her clients, acting proactively, anticipating and proposing the best solutions.


The role of the support team is to help in a more technical way. When we talk about SaaS, for example, band data support ensures the correct use of the software , clarifies user doubts, reports errors, etc.

When we talk about Customer Success , the relationship goes far beyond functionalities, even if we are talking about software .

The important thing is to go beyond clarifying management doubts with the aim of helping the client use the software in the best way to achieve their goals and be successful as a professional (to be promoted, earn more money or time).