← HandoffsSAMPLESAMPLE-CW-003Closed wonLeadership change

Atlantic Shore Fiber

Fiber-first ISP · 58,000 subscribers · Jersey Shore, 3 counties · Billing & payments, CRM & customer portal, Field ops & scheduling, Network monitoring, Workflow automation, Reporting

ARR · term

$974K · 36mo

Owner

Rep A → CSM 1

Context

100% 12/12

Kickoff

✓ kickoff sent in 5h

Why they bought

Every workflow change on the current platform needs a vendor ticket, and the queue runs to 6 weeks.
Seasonal shore customers pause and resume service, and it's done by hand today.
New COO wants one source of truth for install-to-revenue reporting.

Origin: Leadership change: new COO (detected by Clay, worked as outbound) · Also evaluated: Incumbent renewal, Another ISP billing platform

Stakeholders 4 people

Champion

Dev Raman, COO

Sponsor. Joined 5 months ago.

Economic buyer

Claire Moss, CFO

Approved a 36-month term at a discount; expects the reporting module in phase 1.

Technical owner

Sam Ibarra, Director of IT

Wants an API sandbox in week 1.

Billing / finance lead

Joan Avery, Billing Manager

Has a 14-person team and is worried about retraining.

Migration scope

From: Modern ISP platform (contract ends in 9 months)
Subscribers: 58,000
Integrations: OLT / fiber provisioning · RADIUS · ERP GL export · Tax engine · Call center telephony
Payments: Card + ACH processor (migrating tokens)
Data: Card tokens need a processor-to-processor transfer. Start the request in week 1.
Go-live: Day 180, before the incumbent contract ends

Promised in the sales cycle

Seasonal pause/resume workflow live before summer season · Day 150
API sandbox access for IT · Week 1
Billing team training plan agreed · Day 30

Risks

HighCard token transfer has a long lead time; a delay pushes go-live past the old contract end.

MediumBilling team change fatigue. Plan role-based training.

HubSpot workflow: CS handoff

0mDeal → Closed won (Rep A)
+1mOnboarding ticket created, owner CSM 1
+1mCompany + 4 contacts associated, handoff fields copied
+2mCompleteness 100%: no follow-up needed
+2mSlack #cs-handoffs → CSM 1
+5hKickoff email sent by CSM 1

Kickoff email from CSM 1

SubjectAtlantic Shore Fiber × gaiia: kickoff and next steps

Hi Dev, I'm CSM 1, your Customer Success Manager. Rep A filled me in on why you chose gaiia: every workflow change on the current platform needs a vendor ticket, and the queue runs to 6 weeks. I already have the scope from the sales process (58,000 subscribers, 6 modules, 5 integrations), so you won't need to repeat any of it. First priority we've committed to: seasonal pause/resume workflow live before summer season (Day 150). Could we hold 45 minutes this week for kickoff? I'll bring a draft project plan working back from day 180, before the incumbent contract ends. CSM 1 gaiia Customer Success