support-to-success-handoff
Design clean handoffs between Support and Customer Success so issues, context, and ownership don’t drop — and customers don’t bounce. Use when fixing friction between ticket-driven support and relationship-driven success motions.
- License 许可
- MIT
- 最近更新
- 2026-07-22
- Stars
- ★ 7
- Forks
- 1
01 前言 Front Matter
- name
- support-to-success-handoff
- description
- Design clean handoffs between Support and Customer Success so issues, context, and ownership don’t drop — and customers don’t bounce. Use when fixing friction between ticket-driven support and relationship-driven success motions.
03 SKILL.md 正文
Support ↔ Success Handoff
Overview
Support resolves issues; Success drives outcomes. Customers experience one company. Handoffs must preserve context and set clear ownership.
When to Use
- Defining when tickets escalate to CSMs
- Routing chronic issues into success/risk plays
- Aligning SLAs and communication ownership
- Reducing “ping-pong” between teams
Core Practices
- Define criteria: Support-owned vs CS-owned vs joint
- Pass context (history, sentiment, business impact), not only ticket IDs
- Close the loop with the customer on who owns next steps
- Use recurring issue patterns as product feedback
- Avoid dual ownership ambiguity
- Measure handoff failure modes (reopens, complaints, delays)
Principles
- Customer should never have to re-explain from zero
- Not every ticket needs a CSM — protect focus
- Chronic support volume is a success/product signal
- Shared tools and definitions beat heroic coordination
Verification
- [ ] Handoff criteria are written and trained
- [ ] Context requirements are enforced in tooling
- [ ] Failure metrics are reviewed jointly
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