Graciela Estrada, Customer Success Manager. Written for Callum Reid in my first week, so we agree now on what a good start looks like.
Started Monday, November 16, 2026
Draft 1 sent Thursday, November 19
To discuss at our 1:1 on Friday, November 20
Where I want to be on day 90
I run all 38 accounts, worth $1.24M a year, without cover. Each of the 9 renewals due before June 30 has a written plan, and you've stopped reading my customers' emails.
30LearnNov 16 to Dec 15Review Tue, Dec 15
60Take overDec 16 to Jan 14Review Thu, Jan 14
90OwnJan 15 to Feb 13Review Fri, Feb 12
Days 1 to 30
Learn the product and the book
November 16 to December 15
I'm the second person on every call. Dev still owns the accounts.
Learn
The product the way a property manager uses it. I'll work 20 support tickets with Rosalind's team in week 3.
All 38 accounts: the last two review notes, the open tickets and the contract for each.
How renewals work here: price rises, discount limits, who signs off.
Deliver
A one-page brief on each of the 12 biggest accounts.
A green, amber or red rating for all 38 accounts, with one line of reason each.
An intro call with each of the 12 biggest accounts, alongside Dev.
We'll both know it went well when
I demo a work order from tenant request to paid invoice, without notes, to you on Friday, December 11.
All 38 ratings are in, and you disagree with 5 or fewer.
12 of 12 intro calls are done by December 15.
Days 31 to 60
Take over the accounts
December 16 to January 14
Customers write to me first. Dev is copied until he moves to the enterprise team on January 4. The last two weeks of December are quiet, so that's my reading time.
Learn
Why customers left: the 7 churn write-ups from 2026.
What ships by June, from Henrik, so I only promise what's coming.
Which accounts use the tenant app, and which never turned it on.
Deliver
A first call with each of the other 26 accounts, most of them between January 4 and 14.
A renewal plan for each of the 9 accounts renewing before June 30: price, risks, who decides.
My first two quarterly reviews, run on my own.
We'll both know it went well when
38 of 38 accounts have spoken to me.
My first reply goes out within 4 working hours, the team's standard, measured across the 30 days.
You've read all 9 renewal plans and I've made your changes.
No customer has gone to you because they couldn't reach me.
Days 61 to 90
Own the number
January 15 to February 13
You come off my accounts' emails. I ask for help when I need it; you don't have to offer.
Learn
How the renewal forecast is built, by doing April to June with you once.
Where the room to grow is: accounts managing more units than they pay for.
Deliver
The 2 renewals due March 1, signed or with a dated decision.
A recovery plan for each of the 4 red accounts, agreed with the customer.
My renewal forecast for April to June, line by line.
One written proposal to fix something I found broken in the handover.
We'll both know it went well when
Both March 1 renewals are signed, or we know the date and the person deciding.
At least 2 of the 4 red accounts have moved to amber.
I can defend every line of the forecast at the day-90 review.
You haven't had to step in on an account since day 60.
People I need to meet
Who
Why
By
Dev AnandCustomer success manager, handing over the book
The history of all 38 accounts, and what was said but never written down.
Daily to Dec 15
Rosalind AchebeSupport lead
What breaks most, and how to file a ticket her team can act on.
Tue, Nov 24
Yusuf DemirAccount executive
What my newest customers were promised when they signed.
Tue, Nov 24
Tobias GrantImplementation lead
How a new customer gets set up, and which steps get skipped.
Wed, Dec 2
Henrik SolbergProduct manager, work orders
What ships by June, and how to pass on a customer's request so it gets read.
Fri, Dec 4
Carmen LiuBilling
Invoices, contract dates, and who approves a discount.
Wed, Dec 9
Niamh BrodySolutions engineer
How the accounting integrations fail. Three of the 4 accounts Dev rates red have one.
Thu, Dec 10
The 12 biggest customers62% of the book's revenue
They should hear my name from Dev before they hear it from me.
Tue, Dec 15
What I need from you
Read access to every account's historyFri, Nov 20
An email introducing me to the 12 biggest accounts, before ThanksgivingWed, Nov 25
A decision on which of Dev's open escalations stay with himFri, Dec 4
Thirty minutes on the ratings you'd changeTue, Dec 15
What I won't do before day 30
Change a customer's setup or their price.
Promise a feature or a date.
Rate an account red without asking Dev first.
How we'll check
Our 1:1 every Friday, with this page open. Three longer reviews: Tuesday, December 15; Thursday, January 14; and Friday, February 12, the last working day before day 90.
If I'm behind at a review, we change the plan in writing and keep the standard where it is.