WHERE SHOULD CUSTOMER SUCCESS SIT ON THE P&L?

Summary from the TLDR Founders newsletter

Customer Success and Customer Support are often confused, but they serve different purposes within a company. Customer Success focuses on ensuring customers get full value from the product to drive retention and expansion, while Customer Support handles break/fix requests. When determining whether Customer Success belongs in Cost of Goods Sold (COGS) or Sales and Marketing (S&M), consider factors such as the need for assistance in product activation, training, filling product gaps, and whether the team has a quota for expansion or renewal dollars.