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  3. CustomerSuccessBox 101 Training for CSMs

Getting Started with CSB for CSM | How to Manage Portfolio

Overview

This section will help you understand how to manage portfolios of accounts, users assigned to you. You will also understand few quick hacks of filtering the data & planning the action items.

Who is this for?

This article is primarily for the Customer Success Managers(CSM)/Account owners. First, the administrator needs to create an account for the CSM and assign the role of Customer Success Manager to them. 

What will I be able to learn?

  • Managing a portfolio of accounts in CSB

  • Managing a portfolio of users in CSB

  • Managing subscriptions in CSB

  • Creating lists to be on to of your accounts

How to manage your portfolio in CustomerSuccessBox?

Step 1: Viewing portfolio of accounts

This page in CustomerSuccessBox will help you to view all the different accounts that get assigned to you. In addition, you can view the status of the accounts and their segments, filter them or sort them based on your priority.


  • Click on the Customers drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Accounts option.


  • Now you will be able to see the “Accounts portfolio” screen. You can only view those accounts assigned to you or are unassigned. You will also be able to view the accounts segregated based on criteria to which we call “ Account segments”.

    Learn the Best Practices of Creating Segments & How to configure Segments in CSB?


Note: Only the administrator can add any new segments for the accounts. But CSM can always see the criteria on which segments have been created.

Step 2: Creating a specific account view

You can easily create a customised view of the accounts by viewing only specific columns. You can also manage these accounts using smart filters.

  • It is easy to customise the different data that you want to view for each account. You can add at most 20 columns for every account. Also, the Account column is compulsory. The rest of the columns are optional.

Use-case: You want to view only two columns, Product health, and graph of Total features used in the last 14 days. You can simply do this by clicking on the icon and selecting the parameters you want to view. 



  • Click on the Save button after you choose the desired columns

  • You can view selected fields specific to your accounts.

  • You can simply drag and drop to reorder the columns while making the desired selection. Also, you can free at most two columns(like Account and Product Adoption in this case)


  • You can filter the accounts based on Co-owners of the account. In some cases, the owner can be Onboarding Manager, Account manager, or any specific team’s function. 

There are situations when you are working as an Onboarding manager for a few accounts while as a Success Manager for others. So this filter will prove very helpful in these cases and help you prioritise your work.

Also, you can view those accounts that are assigned to you or not yet assigned.


  • Click on the Filter button.


  • You can select from the below properties,


  • Health: You can choose from the below properties,

    • Engagement Score

    • Product Stickiness

    • Product Adoption Health

    • Service Health

    • Relationship Health

    • Financial Health

  • Account: You can choose from the below properties,

    • Name

    • Licenses

    • Stage

    • Status

    • MRR

    • Amount

    • Next Billing On

    • Stage type

    • Employees

    • Industry 

    • Forecast status

    • Forecast Value

    • Billing City, State, Postal Code, Country

    • Created On

  • Account Custom Attributes

  • Risk: You can choose from the below properties,

    • Risk Score

    • Risk tag

    • Confidence tag

  • Whichever property you choose, you can compare it with the desired threshold, as shown in the figure below.



  • Click Add button to add the filter.



  • You can continue adding more filters if you desire. Once you finish, click the Save button. 



  • Once done, you will see only selected accounts on the page. Also, you can see the number of filters applied on the Filter button inside the red circle.


Step 3: How to add/create an account manually

You can also add/create an account to your user id. For this, follow the below steps,

  • Click on Add Account button. 


  • You need to provide the below details about the account that you need to add.


  • Account Name 

  • Event Id: It is a unique identification number that has created this account. You will get this id from your administrator.

  • Success Manager: You can only see your name. Once you select your name, you will be assigned this account.

  • Is Parent: If this field is kept checked, it will make this a parent account. It will then ask you to select the child’s account. Otherwise, it will remain as a child account, as shown below.


Click the Save button to finish.

Note: The account added here gets reflected after 24 hours on the Accounts portfolio page. However, you can find them using the search bar present at the top of this page.



Step 4: Viewing portfolio of your Users

This page in CustomerSuccessBox will help you to view all the different accounts that get assigned to you. In addition, you can view the status of the accounts and their segments, filter them or sort them based on your priority. Learn how to create users.

  • Click on the Customers drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Users option.

 

  • Now you will be able to see the “User portfolio” screen. You can only view those users assigned to you or not given to anyone else. You will also be able to view the users based on user segments.


Note: Only the administrator can add any new segments for the users.

Step 5: How to create a specific view for Users

You can easily create a customised view of the User portfolio as per your requirement. You can add at the most 20 columns for every user. Also, the User Name column is compulsory. The rest all the columns are optional.

  • Say, for example, you want to view only two columns, Account and graph of Total features used in the last 14 days. You can simply do this by clicking on the icon and selecting the parameters you want to view. 


  • Click on the Save button after you choose the desired columns.

  • You can view selected fields specific to your users.

  • You can simply drag and drop to reorder the columns while making the desired selection. Also, you can freeze at most two columns(like Name and Account in this case)


  • You can filter the users based on

    • Account Name


  • Success Roles like

    • Success Manager

    • Onboarding Manager

    • Account Manager

    • All Success Roles

There are situations when you are working as an Onboarding manager for a few accounts while as a Success Manager for others. So this filter will prove very helpful in these cases and help you prioritise your work.



  • Assigned To: Using this filter, you can only filter based on your name or to those users who are not yet assigned.


  • Role: Filter out based on user role like Sales Representative, Head of Marketing, etc.


  • Persona:  The type of responsibility of users like Sponsor, Head of Department, PoC, etc.


Note: You may ask your administrator to add any new persona or role if it is not already present.


  • Activity: The user can be filtered based on the below activities,


  • All activity:

    • Active: These users have used at least one feature of the product in the last 14 days.

    • In-active: These users have not used any feature of the product in the last 14 days.

    • Never Logged In


  • You can reset the filters like Roles, Persona, Activity using the Clear All option. 


Step 6: How to add/create a user manually

You can also add the user under a particular account. For this, follow the below steps,

  • Click on Add User button. 


  • You need to provide the below details about the account that you need to add.


  • User: Name of the user(First Name and Last Name format) 

  • User Event Id: It is a unique identification number that has created this account. You will get this id from your administrator. Or you can simply add the email address of the user or User ID

  • Email: Email address of the user

  • Mobile: Phone number of the user (optional)

  • Account: You will see a drop-down list to select the account under which this user will get created.

  • Click the Save button to finish.

Note: Users added here will get reflected after 24 hours on the User portfolio page. However, you can find them using the search bar present at the top of this page.


Coming up: CustomerSuccessBox will soon provide permission to you to export all your Account and User data. Till then, your administrators can do this for you.

Step 7: Viewing subscriptions of your accounts

This page in CustomerSuccessBox will help you get details of subscriptions enrolled by each assigned account. A single account can have multiple subscriptions too.

  • Click on the Customers drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Users option.


  • Now you will be able to see the “Subscription portfolio” screen. You will get details about the subscriptions enrolled by each account. Also, you can view the subscriptions based on Account segments.

Note: Only the administrator can add any new segments for the accounts.

Step 8: How to create a specific view of subscriptions

You can easily create a customised view of subscriptions as we did during the Account or User portfolio.

You can filter the subscriptions based on

  • Success Roles like

    • Success Manager

    • Onboarding Manager

    • Account Manager

    • All

There are situations when you are working as an Onboarding manager for a few accounts while as a Success Manager for others. So this filter will prove very helpful in these cases and help you prioritise your work.


  • Assigned To - Using this filter, you can only filter based on your name or to those users who are not yet assigned.


Step 9: Viewing Lists

Lists are created to filter out a specific group of accounts meeting a particular condition for better visibility. Say, for example, and you want to bucket the list of accounts whose invoice is pending or create a list of accounts in the onboarding journey or which accounts have generated a particular alert and likewise.

This page in CustomerSuccessBox will help you to create and manage lists. Lists are creating categories of Users or Accounts based on specific criteria. Once a list gets created, CustomerSuccessBox will fill them with the account or user details that fulfill those applied conditions. 

You should follow the below steps to view different lists in CustomerSuccessBox,

  • Click on the Customers drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Lists option.


  • For every list created, you can see

    • List Name

    • Account: No of accounts that satisfy the set criteria of the list

    • Amount :  

    • Health Score - Defines the health score based on

      • Product Health

      • Financial Health

      • Service Health

      • Relationship Health


Step 10: Creating a List

You can create a new list meeting specific criteria based on Accounts or Users. For this, follow the below steps,

  • Click on Add New List button. 


  • You need to provide the below details.

    • Name

    • Type: Selecting the type of list, i.e., either Account level or User Level.


  • Click the Save button to set the criteria.

  • Now, you will have to enter,


  • Segments: Here, you need to select the account/user segments this list will include.

  • Criteria: Here, you will have to set the threshold to filter the accounts.  As in the example below, we have created a list of invoices for seven days and more.


  • Click the Save button to finish creating the list.


Step 11: How to create a specific view of lists using smart filters

You can filter the lists based on

  • Status: It can either be,

    • Active list - It gets updated if newer accounts get added to the system

    • Inactive list - It never gets updated.

    • All Lists


  • Type - It can either be

    • Account List 

    • User List

    • All

    • All Success Roles


  • You can also search a list by its name using the Search bar at the top of the My List page.


Step 12: Viewing Portfolio

This page in CustomerSuccessBox will help you glance at all account and User details assigned to you. It will help you understand the status of your activities, tasks and help you find out how productive you are.


  • Click on the Reports drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Portfolio option.


  • On this page, you can view a brief overview of new accounts and users. You will also get a brief of the tasks and subscriptions.


  • You have two options, namely,

  • Review tab

  • Act tab

Learn more about the Portfolio dashboard here.

Step 13: Viewing a specific view of Portfolio using Filters

You can filter the portfolio based on

  • Account Segments


  • Success Roles - It can either be

    • All

    • Success Manager

    • Onboarding Manager

    • Account Manager


  • You can also filter it based on your name or unassigned accounts.



FAQs:

  • Question: What is the frequency of lists getting updated?
    Answer: The list gets updated every 24 hours, but you can force refresh it by going in the editing mode & hit Save again.

  • Question: If I change the column view for my portfolio, will it impact others' Accounts Portfolio?
    Answer: No, the column view will remain for yourself. It will not affect your colleagues.

  • Question: Can I re-arrange the Columns according to my choice or priority?
    Answer: Yes, we can definitely re-arrange columns as per your individual priority.

  • Question: Can we save the filters? 
    Answer: No, currently you can use only one filter. You can edit it, save it but you will not be able to save it for future.

  • Question: What is the difference between Title, Roles, and Persona
    Answer: Title is the designation of a person which she gets on the job, Role in CSB refers to the permission given to the person while using your platform and Persona in the CSB refers to the Jobs to be done by that user.
    Example: Title  of a user can be "Regional Sales Head- APAC Division". Role can be "Admin" where as Persona is "Head of Sales".

  • Question: As a CSM, can I create a list?
    Answer: Yes, CSMs can definitely create a list.

  • Question: Can I export/ download a List?
    Answer: Depending on if you have the access to download.

  • Question: Can I add columns in the List view as well?
    Answer: Yes, definitely you can add /arrange columns in the list view.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You can always:

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon on the top right-side on the navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.


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  1. Anu Dudhat

  2. Posted
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