The interdependency between customer success and support services is critical to achieving business and customer outcomes. Unfortunately, all too often these organizations operate in silos where effective communication and collaboration do not exist between these two organizations. Effective customer experience management involves identifying and overcoming customer challenges, delivering seamless support through efficient communication and collaboration between teams, building personal connections, maintaining open communication, and continuously improving processes based on customer feedback. This report examines a common customer scenario involving critical escalations to identify where customer success (CS) and support services (SS) can align their organizational missions and objectives for the common good of the customer.