Customer Overview
Daily-driver page. Portfolio totals up top, then a sortable customer table with per-row CHI dial, tier, tags, products & usage, status, ACV, and renewal flag.
One screen for every Customer Success Manager (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 (Annual Contract Value), 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 (Customer Relationship Management) and billing system.
From your product backend and engagement systems.
Segmentation that drives a CSM’s day — tier, CHI (Customer Health Index) status band, renewal proximity, product mix, custom tags — is built in as first-class filters. The CSM Portal is unified, not generic.
Daily-driver page. Portfolio totals up top, then a sortable customer table with per-row CHI dial, tier, tags, products & usage, status, ACV, and renewal flag.
Task prioritisation in one screen. Four counters (High / Medium / Low / Total) over every customer’s task list, filterable by priority, category, type, status, and due date.
Each customer opens in its own tab so CSMs can keep several open at once. Six sub-tabs per customer: Tasks, CHI breakdown, Commercial, Product usage, Activity overview, and Retention signals.
Twelve task rules across four categories — Commercial, Churn Risk, Product Usage, Company Risk. Severity-coded with a state machine, generated nightly, surfaced in the dashboard and each customer’s Tasks tab.
Composite 0–100 score per customer, computed nightly. Coloured dial in every list and detail header. Hover for a “Why not 100” plain-language explanation. Sparkline trend per customer.
Unlimited custom tags with multi-tag, bulk assign, and advanced filters. 2FA (Two-Factor Authentication), role management, persistent column preferences, and deep-linkable URLs per tab.
Replaces the workflow where a CSM opened three to five systems and reconciled the data manually — surfacing follow-up items that used to get discovered by accident.
Twelve task rules across four categories, severity-coded, generated nightly. The four-tile counter at the top of the CSM Dashboard shows live workload across the 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 (Customer Relationship Management), 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 (Web App Protection) failed scans detected,” “NPS (Net Promoter Score) 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.
Book a 30-minute call