Customer Success Platform Account Module Design

Overview

This project focused on creating a new Account layout module that allows users to visualize trends across any Account field over time. The goal was to enhance data visibility and support proactive decision-making for Customer Success Managers (CSMs). By enabling field-level trend analysis, the module helps teams track changes, identify risks or opportunities, and engage customers with greater context and confidence.

Role

Desynd was responsible for defining the user experience, designing interaction flows, and collaborating closely with the CS Ops team and engineering to ensure the solution was both intuitive and technically feasible. The team facilitated workshops to align on user needs, created wireframes and high-fidelity prototypes, and tested designs with end users to validate usability.

Challenge

The existing Account view could not trend historical data across fields. CSMs had no streamlined way to identify meaningful changes in customer accounts, making it difficult to act on early warning signs or key insights. Additionally, the module needed to serve CS Ops users who build and configure layouts, meaning the design had to balance configurability with simplicity.

Solution

We designed a dynamic and user-friendly Account module that allows CS Ops to select any Account field and immediately see its historical trend visualized over time. The layout builder is optimized for ease of use, with intelligent defaults and guided interactions. For CSMs, the module presents data in an actionable format, leveraging charts, annotations, and visual cues that prompt engagement. This solution empowers teams to anticipate customer needs and respond proactively, all within a streamlined and elegant interface.