CSM Assignment & Performance Analytics

Currently, as agencies scale, there is no native way to assign specific Customer Success Managers (CSMs) to individual sub-accounts. This makes it difficult to manage workloads, creates confusion over account ownership, and makes it nearly impossible to track which CSMs are driving the best health scores or retention rates.

The Solution

We need a two-part feature that introduces Account Ownership and Performance Reporting:

1. CSM Assignment: A field within the Sub-account settings (and a bulk-action option) to assign one or more CSMs to a specific sub-account.

2. CSM Performance: A new view or filter within the Portfolio/Health overview that aggregates metrics (MRR, Health Score, Churn) by the assigned CSM.