Command Center

The Command Center answers the question a CSM's day opens with: what do I do first?

Instead of showing you everything that exists, it gathers the signals across your book, orders them by what is hardest to ignore, and hands you a list.

The cockpit feed

This is the core of it. The cockpit composes its feed from five live sources:

1. Open or overdue tasks assigned to you.
2. At-risk accounts, with health below 50.
3. Renewals approaching, within the horizon you have configured.
4. Recent AI signal changes, high-urgency insights from the last 7 days.
5. Payment-risk accounts, with overdue invoices or partial payments.

How it is ordered

It is not chronological and it is not alphabetical. Every item gets a score that multiplies three things:

urgency × account value (MRR) × risk severity

That is why a large account with a serious problem and a date on it rises to the top, while a small account with a minor flag and no deadline sinks. When two items tie, the one due sooner wins; if they still tie, the higher MRR does.

What you see depends on your role

The Command Center respects visibility permissions:

• If your scope is your own book, you see only your accounts.
• If your scope is the whole organization, you see the full tenant, including unassigned accounts.

That last part matters for whoever leads: ownerless accounts are invisible to everyone else, and they surface here.

The other views

AI portfolio summary

A generated read of your book's overall state: what is at risk, what renews soon, where things are moving.

Team portfolio

For whoever leads: how each CSM's book is doing, with their accounts and status. This is the workload and coverage view.

Overdue for touch

Accounts that have gone longer than recommended without anyone touching them. This is the list that catches customers going quiet, who are almost never the ones already shouting.

Targets

Compares the targets you set against actuals computed from analytics. It answers "are we on track?" with a number instead of a feeling.

How to use it

• Open it first, not last. Its value is deciding the order of the day; if you look at 6pm you already decided everything.
• Do not empty it for the sake of emptying it. An item dropping off the feed does not mean it was resolved.
• Check "overdue for touch" once a week, even when the feed is quiet. That is where the things that make no noise show up.
• If you lead, look at the team portfolio before your own feed. An unbalanced book will cost you more than any single account.

Common problems

"My feed is empty"

It can be a good sign, but check: if you have no assigned tasks, no account below 50 health, no renewal nearby and no payment alert, the feed has nothing to show.

"I see accounts that are not mine"

Your visibility scope covers the whole organization. That is expected for leadership roles.

"An account I am worried about is not showing"

The feed is composed from those five sources. An account you are worried about for something that is not a task, sub-50 health, an upcoming renewal, an urgent insight or a payment risk will not appear. Create a task for it and it will.