Partner Success Pulse captures what your Partner Success Managers (PSMs) already know about each hospital relationship. Leadership gets a current portfolio view, a focused action review, and the week's brief — from the same weekly update.
Built for distributed healthcare-IT Partner Success teams supporting hospitals and health systems — Epic application support, MyChart, clinical service desk, and TMS.
Founded by Saša Ilić — a U.S.-based healthcare-IT professional with more than 15 years across technical operations, service delivery, leadership, and Partner Success.
Built for U.S. healthcare-IT teams supporting hospitals and health systems — including Epic application support, MyChart, clinical service desk, and TMS engagements.
Your PSMs already know what changed this week. That knowledge gets re-entered by hand, leadership ends up chasing the current picture, and the report that comes out of it still doesn't say clearly where to act.
Stays authoritative for the work itself — tickets, SLA and operational activity. Pulse doesn't touch it.
Stays authoritative for the commercial record. Pulse doesn't connect to, import from, or synchronise with it — the two stay separate systems for separate jobs.
Holds the team's relationship judgment: what leadership needs to pay attention to, and what happened about it, week over week.
Tickets and service history stay in your systems. Relationship judgment usually doesn't — and without a deliberate home for it, a concern can sit with the account owner until leadership has less time to respond.
One input, the weekly Update, becomes three connected views for leadership: Pulse, Review and Brief.
One structured update per account: status, trend, SLA, sentiment, escalations, and whether leadership help is needed — or mark "no change" and move on. A few minutes, on a phone, wherever the week is happening: after a client conversation, between meetings, on site, travelling, or from home.
Northstar Medical Center — "Service desk response slipped two weeks running. The CIO is asking pointed questions about ticket aging. Asking leadership to join Thursday's call."
Illustrative example — fictional account, PSM Jordan Blake. This is what an Update looks like going in.
Healthy, caution, at risk, escalated, waiting on leadership — and which accounts nobody has updated yet. As soon as a PSM submits, this is the current picture. A scan, not a master score: health, risk and renewal stay separate signals.
Every account in the queue shows why it's there: escalated, declining, leadership help requested, information outstanding. Acknowledge it, take action, or ask the owner for what's missing — and it stays recorded on the account.
The week's executive brief is assembled from the updates your team already submitted: what changed, which accounts need leadership attention, and where the week moved forward.
Hover or tap a step to see it in the app
You don't update Pulse and then write the report.
The update becomes the report.
An account nobody updated shows up as incomplete visibility, never as healthy — and health, risk, renewal timing and freshness stay separate signals, not one blended score.
The session runs on your team's actual weekly process, not a script.
U.S. healthcare-IT managed-services organisations supporting hospitals and health systems — teams running Epic application support, MyChart and patient portal support, clinical service desk and TMS engagements.
Capture the relationship once, while it's fresh — a few minutes, from a phone, right after the conversation.
See what needs attention in the Review queue, act on it, and it stays recorded on the account.
Get a consistent account of the week in the Brief, without anyone rebuilding it from memory on Friday.
Candid relationship assessments stay with Partner Success and leadership. Sales receives the approved commercial context it needs — never the health, sentiment, escalation or risk detail behind it, and never the Brief.
This isn't a patient-data product — but named hospital escalations, sentiment and renewal exposure are commercially sensitive, and they're treated that way.
Each tenant's data is separated, with role-based boundaries enforced on the server — not just hidden in the interface.
No public signup. Accounts are provisioned by your organisation.
Built for account-level operational information. The service is not intended for PHI or patient data, and customers are instructed not to submit it.
Written for your reviewer, available before you sign anything. Read the full Security page for architecture, tenant isolation, access control and data handling — or ask in the first conversation, or email security@getsuccesslayer.com.
We're opening a small number of founder-led pilots for healthcare-IT Partner Success teams ready to put Pulse into real weekly use. We configure your accounts, service lines and team with you, so week one is a working week rather than a data-entry project. Direct founder support throughout, and a focused 90-day pilot with agreed success measures.
We start with how your week runs today and where the judgment about an account currently lives. Then we walk the real product against it — the PSM update, Pulse, Review and the Brief.
Your accounts, your service lines, your team — configured with you before week one. No import project, no six-week onboarding.
A defined pilot with agreed success measures, including which reporting step Pulse replaces. Founding-partner pricing is held for twelve months if you continue.
How we will evaluate the pilot. We agree the actual measures with you at the start rather than after. Potential measures to discuss — not established results — include how many accounts came to leadership's attention through Pulse that would not otherwise have surfaced that week, and how many leadership commitments were followed through because they were recorded on the account rather than mentioned in a meeting.
Founding-partner pricing is based on team and account scope and is held for twelve months. We'll give you the number in the first conversation. The current picture is useful from week one, and the weekly record compounds from there — it starts accumulating the week you do.
The questions that come up most before a working session. The full FAQ has more, including security and adoption.
No integration exists today, and it does not replace either one. Your CRM stays the commercial record and your service platform stays authoritative for tickets and SLA. Pulse is the internal home for the relationship judgment that doesn't belong in either — configured alongside them, not connected to them.
One short structured update per account each week — status, trend, SLA, sentiment, escalations, and whether leadership help is needed — or marked as no change. An account nobody has updated shows up as incomplete visibility, never as healthy, so a quiet week never reads as a good week.
It's meant to replace a step, not add one. Before a pilot starts we agree which existing step it takes over — usually the Friday status email or a hand-maintained tracker — so the update swaps in for work your PSMs already do, rather than sitting beside it.
Sales access is optional, and when it's on, Sales sees approved commercial information only — referenceable accounts and cleared expansion opportunities. Sales does not see account health, SLA, sentiment, escalations or internal notes, and Sales does not receive the Brief. That boundary is enforced by role, not by asking people to be careful.
We configure your accounts, service lines and users with you before week one, so the first week is a working week rather than a data-entry project. The current picture is useful from the first round of updates.
It starts with a twenty-minute working session on your actual weekly process. Founding-partner pricing is based on team and account scope and is held for twelve months — we'll give you the number in that first conversation, then run a 90-day pilot with agreed success measures.
Twenty minutes on your actual weekly process — the PSM update, Pulse, Review and the Brief, the real product, no slide deck.
Request a DemoBuilt for healthcare-IT Partner Success. Designed for account-level operational information, not PHI or patient data. Sales is separated by role and never sees operating detail.
