Company Context

PulseDesk is a B2B workflow SaaS company serving 4,000 small and mid-sized businesses through annual subscriptions. The company has strong new-logo growth, but account expansion and renewal rates vary widely based on the quality of ongoing client relationships after onboarding.

Problem

The CEO believes PulseDesk is treating client relationships too reactively: account managers mostly engage when tickets are escalated, contracts are up for renewal, or usage drops sharply. As a result, gross revenue retention is 86%, only 22% of accounts adopt a second product module within 12 months, and NPS among mid-market clients is 31. Client interviews suggest customers want a more proactive, consultative relationship that helps them achieve business outcomes, not just resolve support issues.

You are the product manager responsible for the client experience across onboarding, in-product guidance, and account management tooling. Your task is to define how PulseDesk should build stronger client relationships in a scalable way without relying only on adding more account managers.

Deliverables

1. Define which client segments PulseDesk should prioritize and what “strong relationship” means for each.
2. Identify the key client needs, pain points, and moments that shape trust over the customer lifecycle.
3. Propose a product strategy and the highest-priority features or workflows to improve client relationships.
4. Explain the trade-offs between high-touch service and scalable product-led approaches.
5. Define how you would measure whether relationship quality is improving.

Constraints

• MVP must launch within 1 quarter.
• Engineering capacity is limited to 1 product squad.
• Sales and Customer Success do not want major process changes before the next renewal cycle.
• Any solution must work for both high-value mid-market accounts and lower-ACV SMB accounts, though not necessarily in the same way.