One screen for every CSM — every customer, every health signal, every follow-up task. Replaces the workflow of opening five separate systems just to figure out who needs attention. Backed by a daily engine that scores customer health and surfaces tasks before the CSM logs in. The version you see is running in production at a reference customer.
One screen for every customer success manager — every customer, every health signal, every follow-up task. Customer Overview, CSM Dashboard, and tab-based Customer Detail with six sub-tabs per customer. The version below is running today at an anonymised reference deployment.
Every customer in your business has commercial data attached to them — ACV, orders, renewals, invoicing — and usage data attached to them — product engagement, license utilisation, scanning activity, login frequency. The CSM Portal pulls both into one view per customer, and surfaces both alongside health, tasks, and engagement signals. A CSM never has to open a billing system to remember what a customer pays, or a product backend to check what they actually use.
From your CRM and billing system.
From your product backend and engagement systems.
Segmentation that drives a CSM’s day — tier, CHI status band, renewal proximity, product mix, custom tags — is built in as first-class filters. The CSM Portal is unified, not generic.
The daily-driver page. Portfolio totals up top — customers, active count, ACV, renewals in the next three months, and tier breakdown. Below: a dense, sortable customer table with per-row CHI dial, tier pill, success program, tags, multi-line Products & usage column showing each product alongside current usage and a colour-coded percentage chip, status, order number, ACV, and auto-renewal flag.
Task prioritisation in one screen. Four counters at the top — High, Medium, Low, Total — followed by every customer’s task list, expandable inline. Filters by priority, category, task type, status, and due date so a CSM can answer “what needs attention right now” in a single click.
Clicking a customer opens it as a new tab above the page. Tabs persist across the session so a CSM can keep multiple customers open and switch between them without losing context. Each customer’s tab carries six sub-tabs: Tasks (with unread badge), CHI breakdown, Commercial overview, Product usage, Engagement matrix (chart-driven), and Churn Risk indicators.
Twelve task rules grouped into four categories — Commercial, Churn Risk, Product Usage, Company Risk. Severity-coded High / Medium / Low. Tasks have a state machine: not started, started, in progress, finished, plus optional snooze and CSM comment. Generated nightly, surfaced both in the dashboard and inside each customer’s Tasks sub-tab.
A single composite 0–100 score per customer, computed nightly from six weighted sections. Rendered as a coloured dial in the customer list and the customer detail header. Hover any dial to see the “Why not 100” explanation — the actual contributing factors stated in plain language. Sparkline trend on every customer’s CHI sub-tab.
Unlimited custom tags (“VIP”, “Renewal Q1”, “At Risk”, “Expansion”) with multi-tag per customer, bulk assign, and advanced filtering. 2FA, role management, persistent column preferences per CSM, and deep-linkable URLs per tab so an email link can drop a CSM straight into a specific sub-tab on a specific customer.
The single most quantifiable productivity transformation in the reference deployment. The Customer Overview replaces a workflow that previously required a CSM to open three to five separate systems and reconcile the data manually. The Automated Task Engine surfaces follow-up items that CSMs previously discovered by accident.
Twelve task rules run continuously across every customer, grouped into four categories. Each task is colour-coded by severity (High / Medium / Low) and links directly to the customer’s relevant tab. The four-tile counter at the top of the CSM Dashboard shows the live workload across the entire portfolio.
The CSM Portal is not just a UI on top of disparate data sources. It is a scheduled background engine plus an interactive frontend plus integration write-back — working as one system. Most of its value happens between CSM logins, not when someone opens the page.
Every weekday morning, a scheduled job reads the latest data from your CRM, billing, product backend, and support systems. It computes the Customer Health Index for every customer, runs twelve task rules to determine which follow-up items are now active, and writes the results to the database — all before your CSMs arrive.
Each CSM receives a personalised email at the start of the day with their tasks for the morning — the same tasks they will see when they open the dashboard. Each task arrives with a severity pill, a one-line description, and an encrypted deep-link button that drops them straight into the right tab on the right customer. Delta arrows show whether the workload is up or down versus yesterday.
Computed CHI scores and status bands are pushed back to your CRM as company properties. Sales, finance, and leadership see the score on the company record they already use — without ever opening the CSM Portal. The portal is the specialist tool; the score travels everywhere.
Each task carries a deterministic ID per customer, so re-running the engine never produces duplicates. Tasks no longer triggered are flagged inactive with a resolved-at timestamp — never deleted. Historical context survives. Auditors get answers from one collection.
The CHI is a single composite score from 0–100 per customer, computed nightly by the engine. The weighting is intentional: what the customer actually does with your product is the strongest predictor of retention — and the score reflects that.
When CHI is below 100, the engine builds a human-readable “Why not 100” string — e.g. “Last login 47 days ago,” “WAP failed scans detected,” “NPS Detractor: average 4.” The string surfaces both as a tooltip on the CHI dial in the dashboard and inside the morning email digest. A black-box score is not actionable; an explained score is.
The engine runs twelve rules every weekday morning. Each rule emits tasks against the customers it applies to, severity-coded High / Medium / Low. The rules are grouped into four categories so a CSM scanning their morning list immediately sees what kind of attention each customer needs.
Revenue protection — renewals, payment, capacity
Operational signals of disengagement or technical drift
Customer paying for things they’re not using
Account-level integrity issues
Each task has a state machine of its own — not started, started, in progress, finished, plus an optional snooze and CSM comment — tracked in a separate collection so re-running the engine never wipes a CSM’s edits.
The reference deployment is configured for one specific reference customer’s products and CSM workflow. Your version is configured for your products, your CSM segments, your renewal logic, and your data sources.
Your specific tier definitions, product taxonomy, source-of-truth integrations (CRM, subscription system, product backend), task rules, CHI weightings, and CSM segmentation are configured during the build phase. The Assessment identifies exactly what your customer success operation needs.
The 30-minute discovery call includes a live walkthrough of the CSM Portal at an anonymised reference deployment — under confidentiality.
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