Frequently asked questions

Each Partner Success Manager posts one short structured update per account — status, trend, SLA, sentiment, escalations, whether leadership help is needed — or marks it as no change. That takes minutes and can be done from a phone. As soon as the PSM updates the account, leadership can scan the current portfolio in Pulse, work the accounts that need attention in Review, and read the week's Brief. One update, three jobs done.

It reduces the work rather than promising to eliminate reporting. Leadership still needs a weekly read — the waste isn't the report, it's re-entering the same facts to produce it. Because the Brief is built from the updates your PSMs already posted, nobody rewrites the week from memory on Friday. Your leadership meeting can stay. The manual rebuild doesn't have to.

Pulse is the scan. Where the portfolio stands right now: what changed, what's escalated, what's waiting on leadership, and which accounts nobody has updated yet. The Brief is the memo. The week written up for leadership — what changed, where attention should go, what moved in the right direction. You can share a concise executive version upward, or keep the full operating detail inside the team. Same underlying updates, two different jobs. Pulse is for the ten seconds before a meeting; the Brief is what you send after it.

Nothing to install. Partner Success Pulse runs in the browser on the phone your PSMs already carry, and it's built for updating immediately after a client interaction — on site, between meetings, or in the car afterwards. That matters because the most accurate version of this week's update exists in the ten minutes right after the conversation and decays from there; if capturing it needs a laptop and a VPN, it gets reconstructed on Friday instead. There is no separate native iOS or Android app.

Yes. The weekly Brief can be copied as plain text, downloaded as a PDF or a Word document, or sent by email — so it fits whatever your leadership meeting already runs on.

Because those are different records. Your service platform should stay authoritative for tickets, SLA and operational activity. Internal relationship judgment — executive sentiment, sponsor changes, renewal concern despite green SLA, escalation context, leadership-help requests — has a different audience, and in managed-services environments the service record may be client-owned, client-accessible, or part of what you deliver back to the client. Pulse gives that judgment a structured internal home, and turns it into leadership visibility, action and history rather than leaving it in your PSMs' heads to reach leadership by accident.

Salesforce can hold fields. Pulse is the operating model around the relationship. Adding health, sentiment, risk and notes as custom fields doesn't by itself create the weekly PSM rhythm, the whole-book Pulse scan, the leadership Review queue, the history that preserves what was known and what leadership did, or the Brief. There's also an audience question: a CRM is the commercial system your Sales team works in, and there the wall between internal account health and what a rep can see is a permissions configuration — getting it wrong means a rep opens an account and reads "CIO threatening to escalate." In Pulse the Sales role is served a separate, allowlisted set of commercial fields, so the internal operating detail is not hidden from Sales, it is structurally absent.

No. Your CRM stays your CRM. Partner Success Pulse runs the weekly Partner Success rhythm — the judgment update, leadership attention, and approved commercial visibility.

Not today — Partner Success Pulse works independently. Your PSA, ITSM and CRM stay authoritative for the jobs they do: tickets, SLA attainment, project status and the commercial record. Pulse is the internal operating home for relationship judgment — sentiment, executive relationship shifts, escalation context, and where a PSM is asking for leadership help. We configure your accounts and service lines with you before week one, so setup isn't your project. Future integrations could streamline setup and synchronisation, but they wouldn't replace the judgment update: that internal relationship context still has to be deliberately captured in the right record, for the right audience.

A file or a general CS platform can hold the information. The narrower question is whether it runs the week: can a PSM complete the weekly update in minutes from a client site, does leadership see the current picture without pinging people and stitching it together, is Sales structurally kept out of the operating detail, and can you still see what an account looked like six months ago? Those five things — freshness, prioritisation, role boundaries, historical memory and distributed weekly action — are what Partner Success Pulse is built around.

Sales access is optional. When you turn it on, Sales sees approved commercial information only: referenceable accounts, cleared expansion opportunities, and a built-in reference request that goes to the account owner. Sales does not see account health, SLA, sentiment, escalations or internal notes — and Sales does not receive the Brief. That boundary is enforced by role, not by asking people to be careful.

By making it a replacement rather than an addition. Before a pilot starts we agree which existing step it takes over — usually the Friday status email or a hand-maintained tracker — so the update swaps in for work your PSMs already do. The update itself is structured rather than a blank page: the same fields every week, a few minutes per account, or marked as no change. And an account nobody has updated shows up as incomplete visibility, never as healthy, so leadership can always tell fresh from stale and a quiet week never reads as a good week.

Fair challenge, and the only answer that counts is one you can measure. During a pilot, the number worth tracking is how many accounts came to your attention through Pulse that you would not otherwise have heard about that week — plus how many leadership commitments got followed through because they were recorded on the account rather than mentioned in a meeting. Those measures give the pilot a concrete way to prove whether Pulse is creating leadership value, instead of relying on whether the dashboard simply feels useful.

We configure your accounts, service lines and users with you before week one, so the first week is a working week rather than a data-entry project. The current picture is useful from the first round of updates. Trend and history — where an account has been, and what leadership did about it — become useful from around week three, once there's something to compare against.

Nothing changes about the weekly rhythm — that's the point of a structured update rather than a longer narrative. Commercially, we'll agree seat and account coverage up front as part of the pilot and tell you plainly where the line is before you buy, not after you've grown past it.

Partner Success Pulse is designed for account-level operational information, not PHI or patient data. What it holds is status, trend, SLA context, sentiment, escalations and internal operational notes about your engagements. There is no patient-data model in the system — that's an architectural design fact rather than a policy statement. The information it does hold is commercially sensitive in its own right, and it's treated that way: tenant isolation with role boundaries enforced on the server, and invite-only access with no public signup.

We do not hold SOC 2 today. What we do provide is a written Security Overview covering architecture, tenant isolation, access control and data handling, available on request without signing anything — ask in the first conversation, or email security@getsuccesslayer.com. If SOC 2 is a hard gate in your vendor review, tell us early so neither side spends months finding that out.

Founding-partner pricing is based on team and account scope and is held for twelve months. We'll give you the number in the first conversation rather than making you fill in a form for it. That pilot runs 90 days with agreed success measures, founder-led onboarding, and direct founder support throughout.

Twenty minutes, and it starts with your week rather than our product. The first few minutes are about how the weekly rhythm runs today and where the judgment about an account currently lives. Then we walk the real product against it: the PSM update on a phone, Pulse, Review, the weekly Brief, and the permission-gated Sales view. No slide deck.