You’ve probably heard a few statements about how customer success is not customer support, and that’s correct. I spent the early years of my career in customer support, and I can confirm they are distinct.

“Just input the API key into the POST API field, delete all of the HTML lines above it, and hit refresh,” the support agent said. “Excuse me, W H A T?” I hollered into the phone. Doesn’t that sound like every customer service call EVER?

At LinkedIn, we try to optimize for touch points that happen across and within different teams, as well as investments in productivity, systems, and tools to help us scale more efficiently over time.