If you’ve ever worked through a technology implementation, you’ve probably had a Project Manager guiding the process, tracking timelines, coordinating tasks, and making sure everything stays on course. Then at some point, the project wraps up, the solution goes live, and you’re left wondering, “What happens next?”
That’s usually when customers start asking about Customer Success.
At LRS IT Solutions, we’re often asked how Customer Success is different from Project Management. It’s a fair question, and an important one. While the two work closely together, they’re focused on very different things.
Project Management is all about getting the solution delivered. A Project Manager’s job is to make sure the implementation runs smoothly, that milestones are met, risks are managed, and everyone knows what needs to happen and when. Their focus is on execution. When the project is complete and the solution is live, they’ve successfully done what they were brought in to do.
Implementation is just the beginning, and Customer Success helps turn that beginning into something lasting.
Once the technology is in place, the real work begins. Teams start using the solution in their day-to-day roles; questions come up, priorities shift, and new opportunities emerge. Customer Success exists to help navigate that phase. It’s less about checklists and timelines, and more about making sure the technology is actually doing what you expected it to do.
A Customer Success Manager focuses on how the solution is being used, whether it’s delivering the outcomes you care about, and how it can continue to support your business goals over time. Instead of simply asking "Is the project complete?" they’re asking the deeper question: "Is this working for you?"
One of the simplest ways to think about the difference is this: Project Management gets you live. Customer Success helps you get value. Both teams are extremely important to a successful relationship, but they solve different problems at different points in the journey.
Without Customer Success, even a successful implementation can lose momentum. Maybe adoption is slower than expected. Maybe certain features will never get used. Or maybe the business changes, but the technology doesn’t evolve along with it. Over time, that gap can lead to frustration or missed opportunities.
Customer Success helps prevent those frustrations or fatigue in the solution journey. Through ongoing check-ins, adoption support, and regular alignment to business goals, Customer Success ensures the solution stays relevant and continues to move the needle. It’s about helping technology become part of how your organization operates, not just something that was implemented once and then forgotten.
At LRS IT Solutions, Project Management and Customer Success are designed to work together, not compete. Project Managers create a strong starting point by delivering a successful implementation. Customer Success builds on that foundation, helping customers move confidently from go-live to long-term impact.
Technology isn’t just about launching a solution. It’s about what happens after—and that’s where Customer Success really makes the difference.