Designing a clearer customer success dashboard

Overview

IBM CustomerSuccess360 was designed to replace a legacy tool that made it hard for customer success managers to track down key customer data across a fragmented experience.

As the lead designer, I partnered with stakeholders, product managers, and engineers to rethink the user experience. I was responsible for creating a clean, modern UI that brought together siloed data sources and made it easier for teams to monitor and act on key customer metrics.

The redesigned experience gave customer success managers a clear, unified view of their accounts, helping to spot risks faster and reduce churn.

Team

1 Lead Designer (myself)
1 Product Owner
1 Squad

Starting point & issues

Users were relying on an outdated system with fragmented data. Accessing accurate customer subscription information was time-consuming, and these delays often led to customers being notified too late about overages, resulting in surprise charges, contract terminations, and poor customer experiences.

Final designs

Subscription page

We introduced a comprehensive customer subscription page that displays a detailed entitlement list paired with customer usage metrics. Some subscription pages also offered customer health insights that predicted a customer’s future usage pattern based on previous usage patterns.

Screenshot of a software dashboard displaying customer insights and usage metrics. It shows financial analytics like potential value, actual value, and total value. A customer health insight section indicates usage decrease predictions. There's a graph illustrating usage over time, and a list of sales orders with item details and dates.

Partner page

We eventually expanded the app to monitor subscriptions for IBM partners. Users gained insights into consumption and subscription data for offerings used by IBM partners.

Screenshot of a software dashboard showing consumption history for USA Chairs Inc. Includes a bar chart of monthly usage from February to March and promotion details. Filters for programs, geography, and subscription type are on the left. Account information is displayed below the chart."

Dashboard showing cloud deployment data for USA Chairs Inc, including phases of deployment and categories like Cloud Pak for Automation, Biz Automation, Data, Integration, and Security, with global distribution and target platform OpenShift.

Outcome & Reflection

The feedback from customer success managers was super positive. They finally had a tool that gave them a clear, at-a-glance view of their accounts. It helped them walk into customer conversations more prepared and better able to offer support that actually made a difference.

By giving CSMs the insights they needed, the tool helped reduce churn. Teams could spot red flags earlier, focus on the right customers, and build stronger relationships. Overall, it made their jobs easier and more impactful, and that’s exactly what we set out to do.