Overview of ClientSuccess – ClientSuccess Help Center

There is a lot to love in ClientSuccess. But if you're new to the platform it might seem overwhelming. We've created these videos to walk you through each module to help you feel more at home. This is intended to provide a general overview of the solution. If you have specific, strategic questions it would be best to direct those to your dedicated CSM. Let's get started.

The Client Screen

Definition: The Client Screen is your home screen. This is where you can come to get the high-level overview of your book of business. You can adjust your view by applying segments, adjusting your columns, or adding filtering criteria. One of the most basic ways to export Client data is from this screen.

Additional Resources for understanding the Client Grid

Segments and Filtering Basics

Task Management - SuccessCycles

SuccessCycle Definition: SuccessCycles are essentially playbooks. We recommend creating SuccessCycles to standardize processes across your CS team. These processes will typically mirror your customer journey. Examples of common SuccessCycles are onboarding, customer termination, renewal, QBRs, At Risk playbooks, and M&A.

Additional Resources for Task Management in ClientSuccess

Task Management - ToDo's

Health Scores Part I : Pulse

Definition: When working in Customer Success there are many human indicators of the health of an account that can't be captured numerically. Some examples are the threat of M&A or key sponsor turnover. Other indicators are customers being thrilled to interact with you, learn more about the solution you're providing and who frequently express their love of your product. Pulse helps to capture the CSM's perspective of the health of that customer in this moment in time.

Additional Resources for understanding the Pulse Module

Defining your Pulse Scale

Health Scores Part II : Success Score

Definition: A quantitative measure of the overall health of your customer based on criteria you define. You can create multiple Success Score profiles that can be tied to various Client Types. This score updates once a day.

Resources for understanding the Success Score