Design a project health dashboard for customer success teams that improves retention

Problem Statement Description

Customer success teams managing B2B implementations and ongoing accounts often rely on scattered signals—support tickets, implementation milestones, product usage, executive sentiment, renewal dates, QBR notes, contract value, and stakeholder engagement—to understand whether an account or project is healthy. By the time risk becomes obvious, the team may already be in escalation mode, making retention harder and more expensive.

Design a project health dashboard that helps customer success managers, team leads, and cross-functional partners identify retention risk early, understand why a project is off track, and take timely action. The dashboard should support both day-to-day account management and leadership-level portfolio reviews across many customers, projects, and renewal timelines.

Assume the product serves customer success teams in a SaaS or enterprise technology business where customers may have complex onboarding, multi-stakeholder adoption journeys, support dependencies, and renewal or expansion decisions tied to perceived value delivery. Focus on the user workflow, information hierarchy, trustworthiness of health signals, and how the experience drives retention-oriented behavior without overwhelming teams with noise.

The experience should consider:

- Primary users such as customer success managers, CS leaders, implementation managers, support leads, and account executives, including how their needs differ.

- The workflow from detecting a health issue, diagnosing root causes, prioritizing accounts, assigning next steps, and tracking resolution.

- What project or account health means in this context, including leading indicators versus lagging indicators.

- How to balance a high-level portfolio view with drill-down detail for individual customers, projects, stakeholders, and milestones.

- How the dashboard should handle incomplete, stale, conflicting, or qualitative data from multiple systems.

- Alerting, prioritization, and actionability so teams know what to do next rather than just seeing red/yellow/green status.

- Collaboration needs across customer success, sales, product, support, and leadership.

- Risks such as false confidence, alert fatigue, biased health scoring, privacy concerns, and over-automation.

Your goal is to define a product experience that improves retention by making customer risk visible, explainable, and actionable for customer success teams. Focus on the target users, their pain points, the core dashboard capabilities, key user journeys, and how you would reason about whether the design is successful.