‹ #customer-success 12 members
F
Felix 9:08 AM
@Dash build the QBR for Keystone Financial — I need the full deck before Thursday's call
Dash App 9:11 AM
Here's the Q2 QBR for Keystone Financial, sourced from HubSpot, Gong, usage data, and the support queue.
Keystone Financial — Q2 2026 QBR · Thu Jul 3 · 10 AM ET
Mid-market financial services · 85 seats · $72K ARR · CSM: Robin · Renewal: Sep 15, 2026 · 75 days out
Q2 by the numbers
- Platform runs — 1,847 · ↑22% vs Q1
- Avg cycle time — 1.8 days · down from 3.1 in Q1 (42% faster)
- Active automations — 94 · ↑32% vs Q1
- Active users last 30d — 61 of 85 (72%, down from 81% in Q1)
- Gong calls — 6 this quarter · positive sentiment · one escalation in May (resolved same day)
- Support tickets — opened 4 · resolved 3 · 1 open (data export issue, 11 days)
Wins to lead with
- Loan-origination review went from a 5-day cycle to same-day for standard applications. Their ops lead cited this at an internal all-hands in May.
- Compliance team onboarded in June — 18 net-new users, new department, zero professional services hours needed.
- Automated data-warehouse exports running on a weekly schedule since Jun 14 — fully self-serve.
⚠️ Three things to address before Sep 15
- Active user rate slipped 81% → 72%. The 10 inactive licensed users are almost certainly the legacy audit team that hasn't migrated yet. Get a migration date on record before renewal.
- The data-export ticket is 11 days old. Low severity, but their contact checks it every week. Close it or give a date before Thursday.
- Renewal is Sep 15 — they haven't seen an expansion proposal. With Compliance now live and the audit team migration pending, the seat conversation is overdue.
Recommended call arc
- Open with the cycle-time number: 1.8 days vs 3.1 is the headline. Let them say it back to you.
- Frame the Compliance onboarding as proof the platform scales to a new department without hand-holding.
- Ask: "What would it take to get the remaining 24 users active by renewal?" — surfaces the legacy migration blocker.
- Float expansion: "Now that Compliance is on — are there other teams in the queue for Q3?"
🤯 4 🐾 3
+ Message #customer-success ☺