The Shift: How support became the new front line of customer success

How the most reactive team in the business became its most strategic, and what that means for how you organize around the customer.

Support and success have long operated on a handoff model: support puts out fires, success owns the relationship.

That model is breaking. Not because support’s mandate changed, but because AI can now surface what support teams have known all along: every ticket is a data point on friction, customer sentiment, and risk. AI can find those patterns at scale, in real time, in ways a static health score never could.

If your QBRs are full of positive conversations only to be followed by an unexpected churn notice, you’re likely missing the signals hiding in your day-to-day support interactions.

Join Ashley Wagner, VP of Customer Experience, Blackthorn.io, Hélène Vincent, CRO, and Jonathan Lapinsky, CPO, TeamSupport, as they make the case for a different operating model, one where every support interaction becomes customer intelligence that equips customer success with the signals they need to build stronger relationships, reduce churn, and identify expansion opportunities.