I've implemented this type of 'spoofing' system. Nothing happened. It was super valuable, both for the customers and the customer success team. Long as there is an audit log, things should be OK until a certain scale is reached.

Also most companies have a backoffice that should provide access to the information and possibility to apply actions to the state. So just giving access to this information in a more limited way that mimicks the customer's view is a no brainer for early-stage.

* Small company; two-sided marketplace with some hundreds of thousands on one side, and some tens of thousands on the other, so rather small scale.