Customer success
By Ana Ruiz · created 8 Mar 2021, 08:30 UTC · last updated 26 Oct 2026, 15:10 UTC · version 15
space-homecustomer-success
This space is where customer success and support keep what we know about each customer, and how we work with them: account pages, go-live plans, runbooks and playbooks.
Customer questions themselves are answered in Emargen topics (the Customer question template), and tickets live in Jira (SUP). This space is the reference both of them point to.
Who's who
| Person | Role | Look after |
|---|---|---|
| Ana Ruiz | Head of Customer Success | Kelderby, Halden Foods, Northgate (with Ben), Vossberg (with Clara), Parcelwise, Almwerk |
| Ben Carter | Customer success manager, UK | Brakeline, Northgate, Marlow Cold Chain, Greenhollow, Corran pilot |
| Clara Rossi | Implementation manager | Go-lives: Kelderby, Halden Foods, Vossberg projects, Ridgeway |
| Ines Costa | Support lead | The SUP queue, triage, the Support board |
| Yusuf Demir | Support engineer | Reproductions, knowledge articles |
| Pia Lang | Support engineer | Brakeline's questions first, since October |
| Tom Weber | Sales engineer | Technical questions before and after signature, security questionnaires |
Where things are
- Customers: one page per customer, with contacts, depots, sign-in setup and history.
- Playbooks: onboarding, go-live, single sign-on, escalations, QBRs, support triage.
- Product behaviour is described in the Product space. Start with Roles and approvals and Single sign-on.
- Security answers for questionnaires: Security questionnaires: standard answers.
Now
| Customer | What | When |
|---|---|---|
| Kelderby | Go-live, 25 depots; second single sign-on weekend | Sat 31 Oct, go-live Mon 2 Nov |
| Halden Foods | Onboarding started after the contract was signed | from Mon 26 Oct |
| Northgate | Quarterly audit; waiting on ACM-290 for the team export | audit Fri 4 Dec |
| Corran Distribution | Pilot at two depots | since Mon 5 Oct |
Rules for this space
- One page per customer under Customers. Use the customer's name as the title, nothing else.
- Write what is true today, and date what changed. If a page is out of date, fix it or say so at the top.
- No passwords, certificates or customer personal data on any page. Contact names and work emails are fine.
- Pricing and contract terms stay in HubSpot.