“Customer Success Managers are not Support”

By having your CSMs perform double duty the same what your support agents do, these would be the repercussions:

• It becomes impossible for your CSMs to provide reasonable response times to your customer’s critical issues. They have calls, they are traveling, they are preparing for meetings and they are responding to customers.
• It prevents CSMs from being proactive as they are kept busy solving issues.
• Even if the CSM tries to be proactive by providing strategic advice, the customer’s view of the CSM is diminished if it’s the same person that is addressing their support tickets.