Customer Success Manager · A shared check-in with the CEO while Lily is on leave
Six numbers the monitoring group can check in under a minute.
Engagement cadence (30-day touch)
81%
▲ +29 pts vs Aug 18
21 of 26 accounts touched in 30 days · target ≥90%
Stale accounts (90+ days untouched)
0
▼ −6 vs Aug 18
See "Accounts to watch" below
Open deal to watch
$25,000
Explorate – Container Tracking · Proposal stage · Sep 30
Trello ticket resolution time
15h
Quince & Smartlog, her 2 active boards. See "Support tickets" below
Tier 2 accounts touched (30-day)
1 / 2
▼ −1 vs Aug 18
Transys touched 17d ago · Cargobase 38d overdue
Portfolio under management
$115,720
▲ +$8,750 vs Aug 18
23 Tier 3 (~$100,520) · 2 Tier 2 (~$6,450) · 1 new (~$8,750)
Real activity data on how consistently she's touching her book — trend, current distribution, and who's next to watch.
Every logged email and meeting across her book (0 calls, 0 notes logged this period — hover a bar for the email/meeting split). *Week of Aug 31 is one day old — not comparable yet.
Days since last logged contact — counts any logged email, call, meeting or note (HubSpot's Last Activity Date) — across all 26 accounts.
Zero accounts are 90+ days stale — all 6 flagged at baseline were re-engaged. These 5 are next-closest (31–60 days):
| Account | Tier | Days since contact | Revenue | Status |
|---|---|---|---|---|
| Knack Packaging | Tier 3 | 46 | $3,000 | Watch |
| NZ Avocado Group | Tier 3 | 40 | $10,725 | Watch |
| BOSTOCK New Zealand | Tier 3 | 40 | $10,000 | Watch |
| Resbinaria | Tier 3 | 38 | $1,750 | Watch |
| Cargobase | Tier 2 | 38 | $6,450 | Watch |
No support tickets logged in HubSpot. Trello coverage below reflects the 25 accounts in her book as of Aug 18 — 15 have a dedicated board; her 26th account, LX Pantos, hasn't been checked yet.
No Trello board yet — 10 accounts (none currently stale, but no ticket coverage if something comes up):
| Account board | Open | In progress | Blocked | Done | Status |
|---|---|---|---|---|---|
| Toyota SG x Portcast | 0 | 0 | 1 | 0 | Blocked since Nov 2025 |
| Quince <> Portcast | 0 | 0 | 0 | 4 | Mostly fast, 1 outlier |
| Smartlog <> Portcast | 0 | 0 | 0 | 2 | Mixed — 1 fast, 1 slow |
| Haulmatic <> Portcast | 0 | 0 | 0 | 2 | Archived, pre-dates her |
| DYNOS <> Portcast | 0 | 0 | 0 | 1 | Test card only |
| 9 other boards (Antz AI, BVA Group, NZ Avocado, KnackPackaging, AcrossB, Bostock, Janio, DPO International, Cargobase) | 0 | 0 | 0 | 0 | No cards logged |
Toyota SG's "Blocked" card ("carriers/freight forwarders not in the SCAC list") was actually opened and resolved within 2 days back in May 2024 — it was only reopened and moved to Blocked on 21 Nov 2025 (~9 months ago), and Lily, not Angeline, has been handling it throughout; Angeline isn't a member of this card. Still worth resolving during the first check-in, though it's no longer tied to a stale account — Toyota Tsusho SG itself was touched just 3 days ago.
Haulmatic's 2 "Done" cards are archived tickets from Dec 2025 handled by the wider ops team, and DYNOS's is a test card she ran through the workflow — neither reflects her own handling, so both are excluded from the resolution-time stat above.
The clearest read on her responsiveness is Quince and Smartlog — her 2 boards with real, recent activity. Of 4 Quince cards, 3 closed in 13 min–4h; the 4th, an "Urgent" flight-data request, took 4.7 days. Of Smartlog's 2 cards, she closed one herself in about a day, but a slower one sat long enough that Lily closed it after 7.3 days. Fast day-to-day, but both multi-day cases are worth asking about directly.
$25,000
13 weeks · Sep 21 → Dec 21, 2026
Milestone reviews land at Week 4, Week 8, and the final decision point at Week 13.
Drawn from the Aug 25 call notes, the #tier3-explorate Slack channel, and recent email threads with David Harrison (Explorate CTO). Last checked Aug 31.
| Next step | Why | Status |
|---|---|---|
| Chase the signed air-tracking renewal | David confirmed on the Aug 25 call it'd be signed "this week" (same volume mins) — nothing logged since | Overdue |
| Send the early-September follow-up invite | Angeline told David by email (Aug 26) she'd send a placeholder for "the first week of September" to discuss the container-tracking proposal | Due now |
| Close out the Sailing Schedules trial | 20-search trial ran through Aug 28; a $1,000/yr quote went out Aug 24 but no conversion decision is logged yet | Follow up |
| Confirm exact container / MBL volume | Open action item from the Aug 25 call — Explorate to confirm true annual volume so the per-container quote can be finalized | Open |
| Follow up on the Container Tracking proposal (sent Aug 26) | Per-container pricing for ~10,000 containers/yr; Explorate estimated ~2 weeks to decide on the call — due ~Sep 8, well ahead of the Sep 30 close | On track |
Angie is covering 14 of Lily Truong's own Customer accounts during her maternity leave (Sep 9, 2026 – Jan 4, 2027) — on top of her own 26-account book. Sourced live from HubSpot and Slack on Sep 1, 2026; the handover tracker itself was last pulled Aug 5.
Accounts covered
14
Nidhi (Kerry Group), Maxime (WiseTech), Aman (Fareye, Decklar) — rest solo
Accounts with an open deal
10 / 14
SBS Ricoh, AGC, Sumitomo Warehouse, WiseTech, TradeWindow, Fareye, T&G Global, FORMIA, Nitto Denko, Freshco
Open deal value in flight
$233,600+
+2 more deals not yet priced (T&G Global, Nitto Denko)
All 17 open CS-Expansion deals across the 10 accounts that have one — $233,600+ combined (2 unpriced). The other 4 accounts (AIT Japan, Kerry Group, Decklar, GoFreight) have none open. Click a column header to sort; use the row below the headers to filter.
| Account | Deal | Stage | Value | Latest note | Next step |
|---|---|---|---|---|---|
| Sumitomo Warehouse | Command Center | On Hold | $11,600 | On hold since Mar; key PIC promoted | Confirm successor; revive or close |
| Fareye | Refresh Cycle (4x/day) | On Hold | $60,000 | Tied to API reintegration w/ Nitish | Confirm reintegration timeline |
| Fareye | Air Freight | On Hold | $1,500 | Tied to Unifeeder gap; report shared Aug 12 | Confirm customer reviewed report |
| TradeWindow | Whitelabelling | Qualification | $10,000 | Blocked on new steering-committee re-approval | Confirm re-approval status w/ Dewald |
| Nitto Denko | Sailing Schedule | On Hold | TBD | No update since 2024; overshadowed by the active Sept renewal (separate deal) | Decide: revive or close out |
| WiseTech Global | Predictions | Qualification | $30,000 | Roadmap locked 3–6 months on other priorities | Check in ~late Oct |
| AGC | Sailing Schedules | Qualification | $3,000 | Nidhi drafting factory-integrated proposal | Follow up with Felicia Loy on decision |
| AGC | Freight Audit | Qualification | $10,000 | No deal-specific update since created Jan 28 | Fold into next QBR conversation |
| T&G Global | Daily Agent | Proposal | $15,000 | Pricing shared Aug 17; team "very keen" | Push to close by Sep 30 |
| T&G Global | Additional UI Users | Qualification | TBD | Tied to NAM team's SAP/API integration (Sep/Oct) | Confirm NAM timeline w/ Ximena Barco |
| SBS Ricoh Logistics | 30k Vol Increase | Qualification | $60,000 | Close date already passed (Jul 31) | Confirm w/ Makiko if still live |
| SBS Ricoh Logistics | D&D Dashboard | Trial/POC | $5,000 | Blocked on COSCO carrier-integration LOA | Check COSCO status before reviving |
| FORMIA | Freight Audit | Qualification | $10,000 | Post-go-live tracking-error fix in progress | Follow-up call Sep 2 (tomorrow) |
| FORMIA | Daily Agent | Qualification | $10,000 | Seat-pricing model undecided (wants company login) | Resolve pricing model before proposing |
| Freshco | Port Congestion Dashboard | On Hold | $3,000 | Close date already passed (Jan 2026) | Review w/ Will Doyle — still live? |
| Freshco | Schedules | On Hold | $2,000 | Untouched since 2024 | Review w/ Will Doyle — still live? |
| Freshco | Terminal Data | On Hold | $2,500 | Untouched since 2024 | Review w/ Will Doyle — still live? |
No Tier 0 accounts in this set — these 9 Tier 1 accounts are the ones most worth knowing by name. Full context for every account, Tier 1 included, is in "Full account notes" below.
| Account | Key contact | Portcast lead | Next step |
|---|---|---|---|
| SBS Ricoh Logistics (Japan) | Makiko Kobayashi, GM Business Planning | Nidhi | Join Sep 2 handoff call w/ An Ito + Taro Tsumagari |
| AIT Japan | Hiroki Kuriyama, GM IT Planning — via Taro-san (ITOCHU) | Nidhi | Send overdue email via Taro-san — 21 months dormant |
| AGC | Janice Kwok (Champion) / Felicia Loy (DM) | Nidhi | Close loop on their feedback-session ask |
| Kerry Group | Erisa Leong (Champion) / Ardian Syamsul (new DM) | Nidhi + Angie | Attend today's 2pm JST Phase 2 workshop |
| Sumitomo Warehouse (Japan) | Tatsuya Tsunoda, GM Global Logistics | Nidhi | Revive Command Center; confirm new PIC |
| WiseTech Global | Sarah Fleming, new PIC (confirmed live) | Maxime + Angie | Follow up with Daniel Bahna on vendor risk |
| TradeWindow | Andy Standley (Champion) / Dewald Van Rensburg (CEO) | Nidhi | Confirm the Aug 26/27 QBR happened |
| Fareye | Jignesh Vasani (SVP) / Anivesh Singh | Nidhi + Aman | Confirm customer told the fix is live |
| Decklar (prev Roambee) | Vidya Subramanian (Cofounder) / Shailesh Mangal (CEO) | Nidhi + Aman | Get Angie onto a live call — no contact evidence yet |
| Account | What's happening | Status |
|---|---|---|
| Kerry Group | Phase 2 scoping workshop, 2:00pm JST | Today |
| SBS Ricoh Logistics | Handoff call, 11:30am JST w/ An Ito + Taro Tsumagari | Tomorrow |
| FORMIA | Freight Audit follow-up call — scoping doc still unfinished | Prep needed |
Sorted by priority tier, most urgent first within each. Full next steps, risk notes and sources are in "Full account notes" below.
| Account | Priority | Last touch | Open deal (CS-Expansion) | Next step |
|---|---|---|---|---|
| Sumitomo Warehouse | P2 | Jun 8 85d | $11,600 | Revive Command Center; confirm new PIC |
| Fareye w/ Aman | P2 | Aug 21 | $61,500 | Confirm customer told the fix is live |
| TradeWindow | P2 | Aug 24 | $10,000 | Confirm the Aug 26/27 QBR happened |
| Nitto Denko | P2 | Aug 25 | TBD (unpriced) | Get Sep renewal signed; self-intro to Kakumoto |
| WiseTech Global w/ Maxime | P2 | Aug 25 | $30,000 | Follow up with Daniel Bahna |
| AGC | P2 | Aug 26 | $13,000 | Close loop on feedback-session ask |
| T&G Global | P2 | Aug 26 | $15,000+ | Push Daily Agent to close by Sep 30 |
| SBS Ricoh Logistics | P2 | Aug 31 | $65,000 | Join Sep 2 handoff call |
| FORMIA | P2 | Aug 31 | $20,000 | Finish scoping doc before Sep 2 call |
| AIT Japan | P3 | Dec '24 637d | — | Send overdue email via Taro-san |
| GoFreight | P3 | May 27 97d | — | Try a fresh contact — CIO or CEO |
| Freshco | P3 | Aug 28 | $7,500 (stale) | Schedule a real check-in — don't wait for "January" |
| Kerry Group w/ Nidhi | P3 | Aug 28 | — | Attend today's Phase 2 workshop |
| Decklar w/ Aman | P3 | Aug 31 | — | Get Angie onto a live call |
Freshco (P3, reclassified from P1) — Re-verified directly in HubSpot: its 3 CS-Expansion deals (Port Congestion Dashboard $3,000, Schedules $2,000, Terminal Data $2,500) are real records, not archived, but all sit in the "On Hold" stage with close dates already 8 months to 2+ years past (oldest since Apr 2024) — stale pipeline hygiene, not active opportunities, so they no longer justify a P1 read. Two other CS-Expansion deals for this account (both "Sailing Schedules") are already Closed Won. Cadence has also been informal (email-only) for 9 months; last real QBR was Dec 4, 2025. Still a strong champion (SNAP integration, multiple NZ fruit-exporter referrals) — worth a real check-in and a decision on whether to close out or re-qualify the 3 stale deals. Sources: HubSpot company #9842401658, deals #39878160015/#18749737277/#18667132578, Slack #tier2-freshco.
Sumitomo Warehouse (P2) — Genuinely dormant 12 weeks, not just stale-at-pull-time. Command Center deal ($11,600) has sat On Hold since March with a lapsed close date. The sheet's original risk note — key PIC promoted, successor not yet identified — is still unresolved. Sources: HubSpot company #11543883189, deal #55789856878, Slack #tier1-sumitomo-warehouse.
Fareye (P2) — Both open CS-Expansion deals are stalled On Hold with close dates over a year past due — a pipeline-hygiene flag regardless of relationship health. Also push the API reintegration workstream with Nitish (target Oct/Nov go-live) and chase Avanti on the still-unresolved Nestle forwarder introductions. Primary internal contact is shifting from Lily to Aman — coordinate closely given the joint-coverage split. Sources: HubSpot company #9842445206 / #10223257773, deals #18840146309/#37165900851, Slack #tier1-fareye.
TradeWindow (P2) — A "TradeWindow – Renewal" deal shows 6 months overdue in HubSpot, but Slack confirms it was actually signed Mar 25, 2026 with no changes — looks like a stale CRM record, not a live risk (worth a quick cleanup flag). Separately, chase the vessel-lookup refresh-frequency gap Andy flagged (open since Aug 5) and gauge status of the 3 interested NZ meat exporters. Champion Andy Standley is also going on his own leave in September — coverage risk on both sides at once. Sources: HubSpot company #10242268089, deal #60177701264, Slack #tier1-tradewindow.
Nitto Denko (P2) — Its one CS-Expansion deal ("Sailing Schedule") is open but unpriced and sitting On Hold with a close date already past (Jun 17). The $5,200 figure referenced elsewhere is a separate CS-Renewals deal (the Sept-term renewal, 2,000 containers) — that's the one actually moving, not the CS-Expansion deal. Contract activity overall has continued despite the "paused usage" framing in the baseline — lower churn risk than it first reads. Angie wasn't live on the Aug 17 handoff call (she went on medical leave that afternoon) — read Lily's transition notes before the next scheduled check-in (Oct 1). Coordinate with reseller contact "Wani," who is taking over the ITOCHU relationship from Taro-san while Lily's out. Sources: HubSpot company #18735438726, deals #30081436989 (CS-Expansion, open)/#21922562859 (CS-Renewals), Slack #tier3-nitto.
WiseTech Global (P2) — Sam Vibhakar is gone; Sarah Fleming is now sole PIC and confirmed post-acquisition the Portcast partnership was reviewed and "kept active." WiseTech's own roadmap is locked 3–6 months on other priorities, so no near-term uptake decision is expected — next natural check-in is ~late Oct. Sources: HubSpot company #56463482251, deal #55031428610, Slack #tier2-wisetechglobal.
AGC (P2) — Aug 20 QBR happened; SAP-integration rebuild (flagged by Stephen Djohan) is the root cause behind the recurring "no API call in 24h" MetaBot alerts — worth confirming it's an actual fix, not just fewer checks. A confidential Indonesia/AMG factory-integration workstream is also pending a decision from Felicia Loy that was due "before end of July" with no confirmation logged yet. Sources: HubSpot company #19466271147, deals #60353151796/#54744516008, Slack #tier1-agc.
T&G Global (P2, down from P1 as deals close) — Command Center, Sailing Schedules and Logistics KPI Dashboard were all signed Aug 21 (~$8,875/yr) — the baseline's "3 open deals" are now closed won. Action the signed OOCL/MSC carrier-data LOAs (received Aug 25) with the data/eng team, and confirm the North America team's SAP/API integration (planned Sept/Oct) is on track with Ximena Barco. Angie already has continuity here, having attended T&G's Jul 29 and Jun 24 API-integration standups. Sources: HubSpot company #38681307961, deals #63836915767 (open)/#60632948092 (open), Slack #tier2-tg-global.
SBS Ricoh Logistics (P2) — Company legally renamed "SBS NEXTHIRD Co., Ltd." in Jan 2026 — decks/dashboards still saying "SBS Ricoh" are outdated. The stalled $60K Qualification deal has a close date already 1 month past (Jul 31) — confirm with Makiko Kobayashi whether it's still live. COSCO carrier-integration LOA work was still "in progress" as of the last Slack update (Jun 16), which is the blocker for revisiting the D&D Dashboard add-on. Sources: HubSpot company #23496617301, deals #58098553123/#56987587610, Slack #tier1-sbs-nexthird.
FORMIA (P2, up from P3 — 2 new deals since Aug 5) — Both deals (Freight Audit, Daily Agent) were created after the baseline pull (Aug 14 and Jul 31). Still need Formia's total monthly invoice volume to price the Freight Audit deal, and Daily Agent seat pricing is unresolved — Matt Wong wants one company-level login, not per-seat access. Budget is a live concern; Command Center + KPI Dash were already sold at low legacy pricing, so a pricing conversation may resurface. Sources: HubSpot company #17949648935, deals #63837041514/#63223100850, Slack #tier2-formia.
AIT Japan (P3) — The clearest risk of the 14: zero HubSpot touchpoints (email/call/meeting/note) since Dec 2024, and a live renewal deal sitting unreviewed out to Apr 2027. The broader #partner-itochu Slack channel shows Taro-san is active and engaged (sourcing new leads as recently as Aug 27–28), so the relationship channel is alive even though AIT specifically has gone dark — reopen via Taro-san rather than a cold email to Kuriyama alone. Worth exec visibility, not just a routine check-in. Sources: HubSpot company #22405285516, deal #21922562817 (renewal), Slack #tier1-ait, #partner-itochu.
GoFreight (P3) — Churn risk has not been mitigated, only extended — already downgraded Tier 1 → Tier 3 in Jan 2026 for lack of engagement. Working-level contact Olivia Lin has been unresponsive since mid-2025; Lily's May 27 email to CIO Chopin Yen also went unanswered. Worth an internal call on whether to keep investing CS time here or move it to a win-back/low-touch track. Sources: HubSpot company #10081971456, deal #15428162157 (closed won), Slack #tier3-gofreight.
Kerry Group (P3, joint with Nidhi) — Erisa Leong's meeting-sync issue flagged in the baseline (missed calls in early Aug) looks resolved — she organized and led both the Aug 28 pre-call and today's workshop herself. Separately, follow up on the contract-lane clarifications Erisa gave Aug 27 (naming-convention fixes for DSV/Rhenus) and confirm Shreyas has implemented them before the next audit refresh. Also worth building the internal-champion case with new boss Ardian Syamsul, who hasn't yet been positioned as sponsor for expanding Kerry beyond Freight Audit. Sources: HubSpot company #16628324107, Slack #kerry-audit-interim-solution.
Decklar, prev Roambee (P3, joint with Aman) — Angie doesn't appear in the Slack channel or in any of the last three HubSpot meeting attendee lists (only Aman + Lily) — the handover sheet lists her as joint covering CSM, but there's no live evidence of contact yet, so this is the account most in need of an actual introduction. Also track SEWA's API-key restoration (50 shipments affected as of Aug 31, no ETA given) and chase Prachi for confirmation the missing-departure monitoring ticket can close. Sources: HubSpot company #9842422294 / #39710190857, deal #18664208391 (renewal), Slack #tier1-decklar-previously-roambee.
| KPI | Target | Tracked via | Checked |
|---|---|---|---|
| Engagement cadence | ≥90% of book touched every 30 days | HubSpot "Last Activity Date" | Bi-weekly |
| Stale-account recovery | All 6 flagged accounts (glacis.ai, HaulMatic, DeployStaff, Toyota Tsusho SG, acrossB, Cape Produce) re-engaged by Oct 12 — met early, as of Aug 31 | Same field, spot-checked | Wk 3 & Wk 6 |
| Renewal / churn | Explorate deal closed or risk-flagged by Sep 25; zero unplanned churn | Deal stage + company lifecycle stage | Weekly / monthly |
| Escalation handling | Acknowledge (reply confirming it's been seen) within 1 business day; escalate to Lily after 3 | Trello account boards (15 of 25 accounts have one) | Bi-weekly |
| Tier 2 check-ins | 1 documented call with each Tier 2 account | HubSpot meeting log | Wk 6 & Wk 12 |