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Owen 1:12 PM
@Dash how healthy is the Northwind Insurance account — usage, support signals, sentiment, and any churn risk before renewal?
Dash App 1:14 PM
Health read on Northwind Insurance — sourced from HubSpot, Gong, and the support queue.
Northwind Insurance · Watch · Sep 27 renewal · 87 days out
$118K ARR · 42 active users · CSM: Robin · Last contacted Jun 27
- Adoption ↑ — 3 recorded calls last 30d vs 1 in the prior period; a new automation delivered to the Legal team Jun 29; 2 new users onboarded this week; data-warehouse export running on a weekly schedule since Jun 14
- Support ↓ — two open items: (1) an admin-access blocker, open 7 days, waiting on their internal IT; (2) a data-filtering bug that reappeared after being marked resolved two weeks ago
- Sentiment → — CSM read Jun 30: account is stable, in bug-triage mode. No competitor mentions in any Gong call this quarter. Their IT lead Marcus is actively expanding usage.
- Commercial ↑ — 2 net-new seats this week; the Legal team coming online is a natural expansion hook at renewal
⚠️ Three signals to resolve before Sep 27
- The regression reappearing hits harder than a new bug would — they've already been told it was fixed.
- The Legal team onboarding (the biggest expansion thread) is blocked on a scheduling gap. If it slips two more weeks, renewal lands before they've seen value from it.
- The 7-day admin-access ticket makes a six-figure customer feel like they're in a queue.
→ Next actions: Get an engineering ETA on the regression and send a written update to Marcus and Elena today — show that you own it and have a fix date. Book the Legal onboarding call this week; that's what turns this renewal into a growth conversation.
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