Customer profile settings

The customer profile is what every CSM looks at dozens of times a day.

Customer profile settings

Where to find it: Settings → Views → Customer view Who can access it: Admins only

The customer profile is what every CSM looks at dozens of times a day. This page lets you configure what appears on it — what data shows in the header, what sections appear in the sidebar, and how the custom fields page is organised.

There are three areas to configure.

---

Customer header

The header appears at the top of every customer profile. It shows the AI Health Assessment panel and a row of metric tiles below it.

The assessment panel is fixed — it always shows the current assessment status, the plain-language summary, the trend line, and the Take Action button.

The metric tiles below it are configurable. By default they show ARR, Usage health, Feedback health, and Support health. You can add, remove, and reorder tiles to surface the data points most relevant to your team.

Common customizations:

Payment status — a Boolean field (Yes/No) styled as an alert tile, colour-coded red when overdue. Useful for flagging late payments without the CSM having to dig into billing.

Customer tier — a dropdown field (Enterprise, Mid-market, SMB) shown as a coloured badge. Lets CSMs see segment at a glance without opening the full profile.

Product-specific KPIs — any numeric field can be shown as a tile. An e-sign provider might surface number of signed contracts. A project management tool might show active projects. Any metric that defines success for your customers can live here.

Tiles support colour coding based on field values or thresholds, so you can set up visual alerts when a metric crosses a boundary your team cares about.

To configure the header: Go to Settings → Views → Customer view → Customer header. Add or remove tiles, set display names, and configure colour rules per tile.

---

Customer sidebar

The sidebar is the left-hand navigation on the customer profile. It controls which sections are available and in what order.

Default sections include Users & Stakeholders, Ongoing (tasks and projects), Comments & Conversation, and Customer Goals. You can add, remove, and reorder these to match how your team actually works.

To configure the sidebar: Go to Settings → Views → Customer view → Customer sidebar.

---

Customer custom fields page

Each customer profile has a dedicated page for custom field data — information that doesn't live in the header but that your team needs to record and reference. This setting controls the layout of that page: which fields appear, how they're grouped, and in what order.

To configure the custom fields page: Go to Settings → Views → Customer view → Customer custom fields page.

---

Customer status

Customer status is a separate setting that controls the lifecycle stage label shown on each customer profile — visible just below the customer name in the profile header.

Most teams use status to track where a customer is in their journey: Onboarding, Adoption, Engagement, Expansion, Renewal, Churned. You define the stages that match your own process.

Status is also available as a filter in lists, so you can instantly pull up all customers in Onboarding or all customers approaching Renewal.

To configure customer statuses: Go to Settings → Customer status. Click Add new status, give it a name, and save. You can reorder statuses by dragging them into the sequence that reflects your customer journey.