Layouts: Common Examples

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Home layouts

1. At-Risk Overview

Create the following home-level layout to show all at-risk accounts. (Part of ➡ Workflow: At-Risk.)

Consider holding a regular at-risk meeting to review this layout with key stakeholders and cross-functional leadership. Team members responsible for risk should prepare for the meeting by ensuring all fields and save play tasks are updated prior to the meeting.

Module Segment Module Properties
Row 1
At-Risk ARR (Total)
 Aggregates 		Accounts / At Risk:
-Health = At Risk		 Visualization: Number
Calculation type: Total
Aggregation field: Contract Value
At-Risk ARR (SMB)
 Aggregates 		Accounts / At Risk SMB:
-Health = At Risk
-Segment = SMB		 Visualization: Number
Calculation type: Total
Aggregation field: Contract Value
At-Risk ARR (MM)
 Aggregates 		Accounts / At Risk Mid-Market:
-Health = At Risk
-Segment = Mid-Market		 Visualization: Number
Calculation type: Total
Aggregation field: Contract Value
At-Risk ARR (ENT)
 Aggregates 		Accounts / At Risk Enterprise:
-Health = At Risk
-Segment = Enterprise		 Visualization: Number
Calculation type: Total
Aggregation field: Contract Value
Row 2
All Accounts by Health Score
 Aggregates 		Accounts / All Accounts Visualization: Bar chart
Calculation type: Count
X-axis: Health
# of columns: 10
Sort order: Grand total
All Accounts by Segment
 Aggregates 		Accounts / At Risk
-Health = At Risk		 Visualization: Bar chart
Calculation type: Count
X-axis: Segment
# of columns: 10
Sort order: Grand total
At-Risk ARR by Renewal Date
 Aggregates 		Accounts / At Risk
-Health = At Risk		 Visualization: Bar chart
Calculation type: Total
Aggregation field: Contract Value
X-axis: Renewal Date
Timeframe interval: Fiscal Quarter
# of Columns: 10
At-Risk ARR by Renewal Date Aggregates Accounts / At Risk
-Health = At Risk		 Visualization: Bar chart
Calculation type: Count
X-axis: Renewal Date
Timeframe interval: Fiscal Quarter
# of columns: 10
Row 3
At-Risk Accounts (Health)
 Segments 		Accounts / At Risk:
-Health = At Risk		 Columns:
Account
Contract Value
Renewal Date
# Numeric Health Score
Journey Stage
CSM
Risk Status
Risk Start Date
Risk Reason
Risk Summary
Risk Action
Row 4
New Escalations (Last 7 Days)
 Segments 		Accounts / At Risk - New Escalations
-Risk Start Date = within the past 7 days		 Columns:
Account
Contract Value
Renewal Date
# Numeric Health Score
Journey Stage
CSM
Risk Status
Risk Start Date
Risk Reason
Risk Summary
Risk Action

 

2. Book of Business Review

Create the following home-level layout to provide a summary of revenue, forecast, health, opportunity, journey, adoption, and activity for multiple accounts. Quickly assess risk/potential, and answer questions quickly, without having to rely on manual analysis.

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Module Segment Module Properties
Row 1
Total ARR
 Aggregates 		Accounts / All Accounts:
-Account Type = Customer		 Visualization: Number
Calculation type: Total
Aggregation field: Contract Value
Journey Stages
 Aggregates 		Accounts / All Accounts:
-Account Type = Customer		 Visualization: Bar Chart
Calculation type: Count
X-axis: Journey Stage
Sort order: Picklist order
Health Score
 Aggregates 		Accounts / All Accounts:
-Account Type = Customer		 Visualization: Donut (or Bar)
Calculation type: Count
X-axis: Health
Sort order: Picklist order
Customer Segment
 Aggregates 		Accounts / All Accounts:
-Account Type = Customer		 Visualization: Bar Chart (or Donut)
Calculation type: Count
X-axis: Segment
Sort order: Picklist order
Row 2
All Accounts
 Segments 		Accounts / All Accounts:
-Account Type = Customer		 Columns:
Customer Success Manager
Numeric Health Score
Journey Stage
Contract Value
[Usage metric] (e.g., Daily Active Users, API calls, Goals)

 

3. CSM Home

Create the following home-level layout to give your team a place to start their day. We've built this layout to mimic the Book of Business Review layout so that your team can update the fields leadership needs. But we also added a task management section so they can stay on, well...task!

Start from the Book of Business Review layout. Click on the three dots in the corner to access the menu. Select "Duplicate layout" to create a copy. Rename the duplicated layout to "CSM home."

Module Segment Module Properties
Module Group: Action Items
Row 1
At-Risk Tasks
 Segments 		Tasks / At-Risk
-Status is "Open"
-Category contains "Escalation"		 Columns:
Title
Assigned To
Due
Playbook Tasks
 Segments 		Tasks / Playbook
-Status is "Open"
-Source is one of "Lifecycle, Playbook"		 Columns:
Title
Assigned To
Due
To-Dos
 Segments 		Tasks / To-dos
-Status is "Open"
-Source is not one of "Lifecycle, Playbook"		 Columns:
Title
Assigned To
Due
Row 2
Upcoming Meetings
 Segments 		Notes / Upcoming
-Status = "Draft"		 Columns:
Meeting Date
Title
Categories
Created By
Layout Views / Filters
Current User
 Quick filters / layout views 		Accounts: CSM ➡ current user
Notes: Created By ➡ current user
Tasks: Assigned To ➡ current user		 Pin the view to the company layouts

 

4. Forecast and Revenue

Create the following home-level layout to provide a detailed breakdown of renewal and expansion forecast. This layout allows you to communicate revenue predictability to the business and make fast decisions to maximize revenue retention and growth.

Module Segment Module Properties
Row 1
Section Divider
 Contents 		Forecast & Revenue

Use for updating renewals and expansions
Module Group: Renewals
Row 2
Section Divider
 Contents 		Current Quarter Plan - Renewal ARR
$XX,XXX,XXX
Closed Won Goal This Quarter
 Aggregates 		Opportunities / Closed Won Quarter
-Close Date = Within current fiscal quarter
-Stage Name = Closed Won

Opportunities / Open Opps Quarter
-Close Date = Within current fiscal quarter		 Visualization: Percentage
Calculation type: Count
Target: 31-66%

Best Case Forecast 
 Aggregates

Opportunities / Best Case Quarter
-Renewal Sentiment = any of Likely Churn, Likely Upgrade, Confirmed Upgrade
Type = New Business or Renewal
Stage Name = is not Closed Lost		 Visualization: Number
Calculation type: Total
Aggregation Field: Amount
Most Likely Forecast
 Aggregates 		Opportunities / Best Case Quarter
-Renewal Sentiment = any of Likely Upgrade, Confirmed Upgrade
Type = New Business or Renewal
Stage Name = is not Closed Lost		 Visualization: Number
Calculation type: Total
Aggregation Field: Amount
Worst Case Forecast 
 Aggregates 		Opportunities / Best Case Quarter
-Renewal Sentiment = Confirmed Upgrade
Type = New Business or Renewal
Stage Name = is not Closed Lost		 Visualization: Number
Calculation type: Total
Aggregation Field: Amount
Row 3
Renewals Open
 Segments 		Opportunity / Open Renewal Opps
-Type = Renewal
-Numeric Health Score = present		 Columns:
Name
Account
#Numeric Health Score
% Probability
Renewal Sentiment
Renewal Status
Stage
Row 4
Renewals Won
 Segments 		Opportunity / Won Renewal Opps
-Type = Renewal
-Stage Name = Closed Lost		 Columns:
Name
Account
Close Date
Type
Renewals Lost
 Segments 		Opportunity / Lost Renewal Opps
-Type = Renewal
-Stage Name = Closed Lost

Columns:
Name
Account
Close Date
Type
Module Group: Expansions
[Repeat rows and modules for Expansion renewal type]

 

5. Team Productivity + Capacity

Create the following home-level layout to help you assign accounts to CSMs, making sure that books stay balanced.

Module Segment Module Properties
Row 1
Section Divider
 Contents 		Manager Dashboard
This dashboard is used to understand the current capacity of the CSM team and to ensure that deals in the pipeline are resourced effectively
Module Group: CSM Capacity
Row 2
Dwight - ARR
 Aggregates
Repeat for each CSM 		Accounts / CSM = Dwight
-CSM is Dwight Schrute		 Visualization: Number
Calculation type: Total
Aggregation field: Contract Value
Row 3
Dwight - Accounts
 Aggregates
Repeat for each CSM 		Accounts / CSM = Dwight
-CSM is Dwight Schrute		 Visualization: Bar Chart
Calculation type: Count
Field (x-axis): Journey Stage
Sort order: Picklist order
Row 4
Book of Business Size by CSMs
 Aggregates 		Accounts / All Accounts:
-Account Type = Customer		 Visualization: Donut
Calculation type: Count
Slice field: CSM
Sort order: Grand total
Tasks Completed by CSM
 Aggregates 		Tasks / All Closed Tasks
-Status = Closed		 Visualization: Bar Chart
Calculation type: Count
Field (x-axis): Assigned to
Sort order: Grand total
Overdue Tasks by CSM
 Aggregates 		Tasks / All Open Overdue Tasks
-Status = Open
-Due = Before today		 Visualization: Bar Chart
Calculation type: Count
Field (x-axis): Assigned to
Sort order: Grand total

 

6. Team Processes

This layout outlines your team's processes within Catalyst. Think of it as a reference guide to clearly state the goals, expectations, and associated tooling for every workflow. Team members can use this as a self-service reference guide, especially after new training roll-outs or knowledge transfer as new team members come on board.

Module Segment Module Properties
Row 1
Section Divider
 Contents 		Team Processes
Everything we do in Catalyst is focused around driving alignment across workflows. This layout documents each process to ensure we are support customers in the right way. Use this layout as your source of truth for how to navigate our team, organization, and customers.
Row 2
Section Divider
 Contents 		[Process 1] Example: Success Plan & EBR Workflow
*Detail the goals and expectations of the workflow.
  Templates
 Segments 		Tasks / Success Plan Task Templates
-Status is "Template"
-Categories is "Success Plan"		 Columns:
Title
Description
Row 3
Section Divider
 Contents

[Repeat for each process]

*Include segment modules for note or task templates that are key to workflow. Or show key fields that are updated as part of the workflow.

Object-level layouts

1. Account Overview

Create the following account-level layout to see how a customer is doing at a glance. (Part of ➡ Workflow: Contact Management.)

You must save the layout before updating fields or resizing modules.

Module Segment Module Properties
Row 1
Section Divider
 Contents 		This layout gives you a high level understanding of the account. If you have specific questions about current activities, we've included notes and tasks towards the bottom of this page.
Row 2
Internal Owners and Current State
 Fields (compact) 		- Fields:
Contract Value
Renewal Date
Customer Success Manager
Implementation Manager
Health
Stage
Row 3
Main Points of Contact
 Segments 		Contacts / Main Points of Contact
-Contact Role is any of "Executive Sponsor or Buyer, Program Owner, Program Owner, etc."
-Contact Status is not "Left Organization"		 Columns:
Name
Email
Title
Contact Role
Referenceable
Value Drivers (Why they purchased)
 Fields (full) 		- Fields:
Contract Value
Renewal Date
Customer Success Manager
Implementation Manager
Health
Stage
Escalation Details
 Fields (full) 		- Fields:
CSM Sentiment
Anticipated Churn Reason
Required Cross-Functional Support
Risk Summary
Open Opportunities
 Segments 		Opportunities / Open Opps
-Stage Name is none of "Closed Won, Closed Lost"
-Numeric Health Score is present		 Columns:
Name
Amount
Requirements to Renew
Stage Name
Close Date
Row 4
Activity
 Activities  		   
Executive Engagement Notes
 Segments 		Notes / Executive Engagement Notes
-Status is Published AND Categories is any of "Escalation, QBR, etc."
-Sort list by "Published At"		 Columns:
Title
Created By
Published At
Tasks Due in Calendar Quarters
 Aggregates 		Tasks / All Open Tasks
-Status = Open		 Visualization: Bar Chart
Calculation type: Count
X-axis: Due
Timeframe: Fiscal Quarter

 

2. Risk Escalation Review

Create the following account-level layout to provide details of an active escalation. (Part of ➡ Workflow: At Risk.)

Consider using this layout during 1:1s (CSM / Manager) to review and resolve at-risk customers.

You must save the layout before updating fields or resizing modules.

Module Segment Module Properties
Row 1
Section Divider
 Contents 		This is a consolidated view of why this customer may be in the middle of an active escalation and the work being done across the organization to get them back to healthy.
Row 2
Key Information
 Fields (full) 		- Fields:
Contract Value
Renewal Date
Health
Segment
Risk Details
 Fields (full) 		- Fields:
CSM Sentiment
Risk Status
Risk Start Date
Risk Summary
Risk Reason
Risk Action
Row 3
At Risk Notes
 Segments 		Notes / At risk notes
-Categories contains Risk Escalation
-Status is not Template		 Columns:
Title
Updated At
At Risk Tasks
 Segments 		Tasks / At risk tasks
-Categories contains Risk Escalation
-Status is not Template		 Columns:
Title
Due

 

3. Success Plan & EBR Prep

Create the following account-level layout to capture your success planning and EBR preparation details. (Part of ➡ Workflow: EBR.)

Consider adding a customer hub layout to share with the customer, leading up to the EBR.

You must save the layout before updating fields or resizing modules.

Module Segment Module Properties
Row 1
Section Divider
 Contents 		Success Plan & EBR Prep: Use this layout to capture your customer's success plan details and ensure you're prepared for your next EBR.
Row 2
Value Drivers (Why purchased)
 Fields (compact) 		- Fields:
Top Business Priorities
Next EBR Date
Last EBR Date
Additional Usage Metrics
 Fields (full) 		  Include any product usage metrics you've integrated from Data Warehouse, Segment, or Mixpanel

Account Goals
 Goals

 -  
Row 3
Success Plan Tasks
 Segments 		Tasks / Success Plan tasks
-Categories contains Success Plan
-Status is not Template		 Columns:
Title
Description
Due
QBR Notes
 Segments 		Notes / QBR Notes
-Categories contains QBR
-Status is not Template		 Columns:
Title
Created By
Date/Time
Row 4
Weekly Adoption Report
Embedded 		  Embed your own dashboard that can filter down to specific users. Visualize data in one place so CSMs can minimize the need to jump to different platforms.

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