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.
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.