← HandoffsSAMPLESAMPLE-CW-001Closed wonFunding

Cardinal Valley Fiber

Fiber-first ISP · 16,000 subscribers · SE Ohio, 5 counties · Billing & payments, CRM & customer portal, Field ops & scheduling, Network monitoring

ARR · term

$269K · 36mo

Owner

Rep B → CSM 1

Context

100% 12/12

Kickoff

✓ kickoff sent in 3h

Why they bought

Legacy billing can't model the new BEAD low-cost plan or affordability credits.
Install backlog: techs schedule from a shared spreadsheet, and 1 in 6 installs needs a second truck roll.
Wants subscribers to self-serve plan changes in the portal before the build adds 7,000 homes.

Origin: Funding: $41M BEAD sub-grant (detected by Clay, worked as outbound) · Also evaluated: Incumbent upgrade, Another ISP billing platform

Stakeholders 4 people

Champion

Nora Patel, Director of Customer Operations

Ran the evaluation and owns the success criteria.

Economic buyer

Gary Holt, CEO

Signed. Cares about the BEAD reporting deadline.

Technical owner

Eli Turner, Network & IT Manager

Owns the OLT and RADIUS integrations.

Billing / finance lead

Pam Ruiz, Controller

Needs the GL export to match the current chart of accounts.

Migration scope

From: Legacy on-prem telco billing (vendor support ends next year)
Subscribers: 16,000
Integrations: OLT / fiber provisioning · RADIUS · QuickBooks GL export · Tax engine
Payments: Card + ACH processor (existing merchant account)
Data: 12 years of invoice history; they only need 24 months migrated, with the rest archived.
Go-live: Day 120 after kickoff

Promised in the sales cycle

Go-live before BEAD construction phase 1 connects its first homes · Day 120
Affordability-credit plan configured and tested at launch · Day 90
Weekly migration status update to the CEO

Risks

MediumController is new and hasn't seen the GL export mapping yet.

LowRADIUS server is self-hosted; confirm the network team has access before kickoff.

HubSpot workflow: CS handoff

0mDeal → Closed won (Rep B)
+1mOnboarding ticket created, owner CSM 1
+1mCompany + 4 contacts associated, handoff fields copied
+2mCompleteness 100%: no follow-up needed
+2mSlack #cs-handoffs → CSM 1
+3hKickoff email sent by CSM 1

Kickoff email from CSM 1

SubjectCardinal Valley Fiber × gaiia: kickoff and next steps

Hi Nora, I'm CSM 1, your Customer Success Manager. Rep B filled me in on why you chose gaiia: legacy billing can't model the new BEAD low-cost plan or affordability credits. I already have the scope from the sales process (16,000 subscribers, 4 modules, 4 integrations), so you won't need to repeat any of it. First priority we've committed to: go-live before BEAD construction phase 1 connects its first homes (Day 120). Could we hold 45 minutes this week for kickoff? I'll bring a draft project plan working back from day 120 after kickoff. CSM 1 gaiia Customer Success