Remember that we are not an Enterprise org and we have a pretty small head count so this is not necessarily how I would design things if we had more people, but I don’t think the reporting line would change much.
“Support” are Taylor and our tech advocates who operate primarily through the team inboxes on Meta. “Customer Success” are Chau and his team who support our Enterprise customers via their private categories. Marketing owns the strategy but manages the workload via other departments.
We do not have any full time community staff since Tobias left, so this structure is more about governance/decision making than anything else. Danielle (CS) runs point with support from Mae (Director of Marketing) and a number of others in-house (including me).
Is it though? I would say that what we do on meta is a mix of customer success (via private categories) for the buyers and devrel support (main OS community) for the builders. Our support team spend very little time supporting the community on Meta outside of the team inboxes so the community self-sustains to a degree.
Meta is not intended to be a ticket deflection tool because the majority of the people seeking support are not our customers.