Pulse — the CS command center, built end-to-end.

Context

Most CS dashboards are vanity boards: a wall of KPIs no one acts on. I built Pulse to demonstrate the operating system I run in my head — a live, interactive dashboard that turns customer signal into the next action, for both leadership and the CSM in the queue.

Challenge

Show — not tell — how I think about CS operations. Encode health scoring, renewal forecasting, expansion signal, and the daily CSM workflow into one app where the same data drives two completely different mental models: leadership and frontline.

Approach

1. 01

   Health score with the math visible

   Multi-factor model — onboarding, adoption, CSAT, goal completion, churn probability, engagement recency — calibrated and inspectable. CSMs can see why an account is in a tier, not just that it is.

2. 02

   Two views, one dataset

   Leadership view = portfolio KPIs, ARR-at-risk, renewals-in-90, funnel, health distribution. CSM view = a prioritized task queue for one person's book: renewals at risk, stalled onboarding, low CSAT, expansion signals, no-touch accounts.

3. 03

   Insight engine — not a chart wall

   Every account is scanned for actionable patterns (renewal + high churn-prob, stuck adoption, stalled onboarding, expansion signal, stale touchpoints) and surfaced as ranked insights with the recommended next action and named owner.

4. 04

   Account 360 on click

   Side-panel drill-in: subscription history, weekly usage, tickets, churn events, touchpoint timeline. The same signal model that drives the portfolio view explains the single account.