PulseOps: Technical Account Management Case Study
I built PulseOps, a multi-tenant incident management platform, and deployed it to AWS. Then I ran it as its own Technical Account Manager: an eight-account book in HubSpot, an onboarding with a measurable target, a Health Score model, a platform-side Sev 1 incident and the recovery after it, a renewal at risk, an expansion deal, and a quarterly business review.
The eight customer companies are modelled. Everything done to them is real: incidents were declared and resolved inside the live product, records live in HubSpot, and results are reported as they happened, including the ones that didn't fully work.
Account book
8 accounts, $452,000 total ARR, three tiers.
Strategic: Vantra Pay ($150k), Norwell Retail Group ($95k)
Key: Ardenwell Health ($55k), Coreflow Logistics ($48k), Solace Dev Tools ($42k), Brightpath SaaS ($38k)
Growth: Marlow Commerce ($14k), Verdant Fintech ($10k)
Health as of August 27, 2026: 6 Green, 1 Yellow, 1 Red
What's inside
Onboarding Playbook, Marlow Commerce. Target set at kickoff: incident acknowledgment under 15 minutes within 60 days. Result: 8 minutes, resolved in 10, on day 3, postmortem published.
Health Score Model. Weighted on usage, support, relationship and commercial signals. Applied to all 8 accounts. Flagged Verdant Fintech as a silent churn risk and Brightpath SaaS as Red.
Incident & Escalation, Brightpath SaaS. Sev 1 outage on PulseOps' side, August 26. Communication cadence met. Recovery: direct call, two-week credit, working session with all three of their on-call engineers. Usage has not recovered. Reported as is.
Renewal Risk, Brightpath SaaS. Renewal October 22. Not a downgrade risk, Brightpath has no lower tier, it's a value-realization risk: full price for a plan they're using a fraction of. Plan documented, outcome open.
Expansion Deal, Solace Dev Tools. Team grew from 8 to 25 engineers. ~$65,000 upgrade opportunity, tracked as a HubSpot Deal, close date October 15.
Quarterly Business Review, Vantra Pay. Held on August 25; zero incidents; both stakeholders present; one product feedback item logged for follow-up.
Escalation Runbook. Customer-communication runbook for Sev 1 and Sev 2, built from the two incidents above.
Tools
PulseOps (product), HubSpot (CRM), Notion (documentation)