Customer Success Portal Overview

The customer success portal is the workspace for CSRs (and customer-success / account-executive roles) to manage customer accounts on a customer's behalf — looking up accounts, reviewing subscriptions, running changes, and handling support cases.

What CSRs can do

• Find and view accounts — search the accounts they're responsible for and open a customer's details and subscriptions. Accounts are reachable from the global header search anywhere in the app or from the filterable Your Accounts list — see Finding Accounts.

• Work a single account — the account detail page collects the customer's identity (including a link to their record in your CRM), key metrics, subscriptions, billing history, payment methods, and any journey work in flight — see Working with an Account.

• See the whole history — the account's Timeline merges lifecycle events, plan changes, billing activity, retention flows, and staff notes into one staff-only feed, with notes that can also be logged to your CRM — see The Account Timeline.

• Navigate account hierarchies — a Subaccounts subtab lists the account's children straight from the billing system's own hierarchy, with one-click navigation into each — see Working with an Account.

• Act on a customer's behalf — run plan changes, cancellations, and other tasks via CSR Self-Service journeys.

• Handle cases — view and manage support cases pulled from your connected support system.

A CSR's reach is scoped by their role and profile — record access can be limited to, say, only the accounts assigned to them. Admins can view a CSR's workspace by impersonating them from the user menu (your name, bottom-left) → Settings → Users.