These words are so funny and so sad at the same time.
Sorry for going off on a tangent, but seeing them used together unironically always has a fingernails-on-chalkboard effect on me.
I know you didn't invent them, it's probably what that role really is called where you work. I've worked there, too, in places that have a "customer success" team.
It doesn't have to be universal, but at least in my experience, in places that use these names, customers aren't successful, at least not by conscious design and effort, and their "success manager" ain't no manager, either.
It's one of these icky corporate euphemisms that make everything around them a little sadder. But it's also a bit fun, because of the immense silliness.
Alright, off-topic rant over.
Support are a separate group, they answer emails to support@, open tickets to investigate, etc. They do communicate with your CSM to tip them off if you’re having a hard time.
“An unrecognized device signed into…”
“Upcoming birthdays on your team” (not making this up - Lattice sent this today)
Even slack sends me email spam to tell me about messages that are waiting for me in slack. LOL.