Salesforce
2026
Success x Seller Northstar Experience
Reimagining the Customer Success and Seller experience, unifying siloed post-sale intelligence into a single "One Salesforce" workflow that drives net new growth across the full customer lifecycle.
Context
What if a Seller didn't have to chase down a Success Manager to understand whether their account was at risk — what if the platform just told them, right where they were already working?
This was the driving question behind a high-visibility internal project uniting Customer Success and Sales org. Salesforce was redesigning how Account Executives and Customer Success Managers engage with Customer Success data — bringing together attrition signals, success plan coverage, onboarding status, and health scores into the seller's native workflow.
My role was to design what Customer Success Intelligence could look like in the next 4-6 months to help address Attrition Risk Management. Iterate rapidly with technical and business stakeholders to get buy-in from senior leadership. I helped turn a concept into a tangible, presentation-ready design that received executive approval and set the direction for development.
Problem
Separate Org, Siloed Data
Our internal sellers lacked a consistent, accessible view of their customer’s health and customer success engagement history. Success Managers held critical intelligence such as attrition flags, past issues, entitlement utilization and onboarding status. But this lived in systems and conversations outside the seller’s daily flow.
Design Challenge
How might we surface Customer Success intelligence into the Seller's workflow in a way that's actionable, scannable, and genuinely changes seller behavior without overwhelming them?
Additionally, there were key tensions to navigate:
Cross-functional alignment: Balancing design priorities across Customer Success, Seller and Build teams.
Data availability & ownership: Many desired data points had unclear ownership or weren’t yet surfaced in Seller’s Org.
Org re-structure mid-flight: Fiscal Year changes shifted Success Org reporting lines, adding ambiguity to stakeholder paths.
Timeline pressure: Development was slated to begin in 6 weeks, making narrative sign-off and design-to-requirements handoff critical.
Define
Translating Moments into Visual Storytelling
To simplify our vision, we employed ‘Moments that Matter’ storytelling framework into our proposal. My first contribution was the M0 Customer Success Intelligence experience — the “moment zero” that gives sellers a prioritized, at-a-glance view of an account’s health, risk, and engagement before any outreach or deal motion begins, to power strategic account and quota planning.
I iterated quickly across multiple rounds, incorporating real-time feedback from Business Process team:
Researched and ramped up knowledge on current Success Entitlements.
Researched and identified surfaces where Seller’s are going to for Account information.
Envisioned and researched agentic capabilities to showcase a grounded agentic summary feature in my design.
Collaborated with stakeholders and validated important information to surface with Sellers.
Balanced visual density — ensuring AEs could scan quickly, with depth available on interaction
Design
Human raised, Agent identified attrition risk
Meeting the users where they're at
Incorporating Success data into Seller’s account record and summarizing insights are just the beginning. After interviewing our Sellers, we learned that:
They love working in Slack. Some are working exclusively in Slack.
Identifying attrition risk is tricky. This was previously the domain of a Success Manager, Sellers are focused on closing deals. Not sensitively trained to identify attrition signals.
We researched Slackbot's capabilities deeply, designed a demo conversation and prototyped. I created the experience to be as simple as possible and offered a few interaction entry points.
Human raised; Human identified
Using Slack's workflow, dedicate a workflow for obvious risk signals. Users can open a case for further Support.
Human raised; Agent identified
Using Slackbot skill and agent orchestration, a Seller could drop a conversation transcript and ask Slackbot to analyze attrition risk, flag it and offer next steps.
Results
100% executive sign-off in 6 weeks
Gained strategic alignment from 30 leaders across 4 organizations. Notably SVP of Operations said "there is no way to further validate the high-level narrative, so consider it aligned and done." A process that would've taken 4 months was achieved in just 6 weeks.
Zero design-to-development handoff delays. My dashboard fed the business requirements documentation and delivery backlog targeting a July build start — and were reused to scope work for the Build Team.
3X
faster concept to execution speed
100%
stakeholder alignment across 4 organizations
