That's assuming what they do is straight e-mail support. I'm not sure what a happiness hero does but they might be expected to do much more than e-mail support

That's assuming what they do is straight e-mail support. I'm not sure what a happiness hero does but they might be expected to do much more than e-mail support. In many companies the "success manager" role tends to require people with more education and technical background to do in-depth troubleshooting and real customer interaction.