Customer Success Manager · Monitored jointly by CEO, Solutions Director & Sales Director while Lily is on leave
Six numbers the monitoring group can check in under a minute — no HubSpot log-in required if this dashboard is kept current.
Engagement cadence (30-day touch)
52%
13 of 25 accounts touched in the last 30 days · target ≥90%
Stale accounts (90+ days untouched)
6
See "Accounts needing attention" below
Open deal to watch
$25,000
Explorate – Container Tracking · Proposal stage · closes Sep 30
Trello ticket resolution time
15h
6 cards closed across Quince & Smartlog (her 2 boards with real recent activity) in the past 2 weeks — as fast as 13 min, but one Quince card took 4.7 days and one Smartlog card 7.3 days. See "Support tickets" below
Tier 2 accounts touched (30-day)
2 / 2
Cargobase (25d ago), Transys Global Forwarding (13d ago)
Portfolio under management
$106,970
23 Tier 3 (~$100,520) · 2 Tier 2 (~$6,450)
Where her 25 accounts fall against the 30-day touch target. This is the single number most worth watching bi-weekly.
No logged HubSpot activity in 90+ days, sorted by how stale — target is a logged re-engagement attempt with all six by Oct 12.
| Account | Tier | Days since last contact | Revenue | Status |
|---|---|---|---|---|
| glacis.ai | Tier 3 | 467 | $1,200 | Critical |
| HaulMatic | Tier 3 | 329 | $6,125 | Critical |
| DeployStaff | Tier 3 | 225 | $4,380 | Critical |
| Toyota Tsusho SG | Tier 3 | 162 | $10,000 | Critical |
| acrossB | Tier 3 | 97 | $1,260 | Watch |
| Cape Produce | Tier 3 | 92 | $1,870 | Watch |
Just outside the list: Birlanu at 81 days — worth a nudge before it crosses 90.
Angeline has no support tickets logged in HubSpot, but 15 of her 25 accounts have a dedicated Trello board (named "<Account> <> Portcast") with Open / In Progress / Fixed, monitoring / Blocked / Done lists.
No Trello board yet — 10 accounts. The 3 flagged red are also on the stale-account list above, so there's currently zero record of contact or support activity for them anywhere:
| 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 |
Correction from an earlier read of this card: the Toyota SG 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 the one handling it throughout; Angeline isn't a member of this card. Still worth a check during the first check-in given Toyota Tsusho SG is also on the stale-account list above, but it isn't a 2-year-old unresolved escalation on her part.
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 ticket handling, so both are excluded from the resolution-time stat above.
The clearest read on her own responsiveness is Quince and Smartlog — the two boards with real, recent activity she's driven. Of the 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 request sat long enough that Lily ended up closing it herself 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.
| 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 re-engaged by Oct 12 | 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 | Ack within 1 business day; escalate after 3 | Trello account boards (15 of 25 accounts have one) | Bi-weekly |
| Written updates | Sent on time every other Friday | Simple yes/no | Bi-weekly |
| Tier 2 check-ins | 1 documented call with each Tier 2 account | HubSpot meeting log | Wk 6 & Wk 12 |