Customer Success vs Customer Support: Why Retention Beats Tickets

In this episode of 15M Mastery, we sit down with Dmitry Koldysheu, Head of Customer Success at Blask, to unpack the real difference between customer success and customer support—and why understanding this shift is crucial for SaaS, iGaming, and B2B companies aiming to grow sustainably.Customer success has moved from being a buzzword to a core business strategy. Unlike reactive support, customer success focuses on proactive engagement, onboarding, retention, and feedback loops that turn users into long-term advocates. Dmitry explains how to design onboarding that creates an “aha moment”, monitor churn risks before they hit, and scale personalised experiences while maintaining automation.If you’re looking to reduce churn, scale engagement, and measure customer outcomes more effectively, this episode offers a data-driven roadmap you can put into practice today.What you’ll learn in this episode:The clear difference between customer success and customer support, and when to use eachHow to design onboarding that delivers an “aha moment” in the first session and accelerates time to valuePractical ways to track customer health using behaviour signals such as login frequency, feature adoption and sentimentHow to combine product data with human check‑ins to spot emotional churn before it