CS Pulse
Friday · 29 May 2026 · Health of the customer book this quarter.
Total ARR
$2.42M
▲ 11% QoQ
Net Revenue Retention
108%
▲ 3pp QoQ
Avg Health Score
72/100
▲ 4 QoQ
Renewals · next 90d
$486k
14 accounts
ARR at risk
$214k
6 accounts
Under committed min.
11
$318k ARR
Portfolio health
HubSpotNotion
48customers
Healthy 27 · $1.69M
Watch 15 · $516k
At-risk 6 · $214k
Adoption vs committed minimums
Notion
Committed minimums come from contract terms in Notion; actual container & API volume from Metabase. Over-consumers are upsell candidates; under-consumers are renewal & downsell risk.
✦ AI CS Briefing7:00 AM · auto-generated
Portfolio ARR is $2.42M across 48 accounts with NRR at 108% — fundamentally healthy. But attention concentrates in two places. Six accounts ($214k ARR) are at-risk, and renewals in the next 90 days total $486k across 14 accounts — three flagged red. Eleven customers are tracking below their committed minimums ($318k ARR), led by Nordic Cargo (30% of commit, renews in 3 weeks) — both churn and downsell exposure. On the upside, 18 accounts consistently exceed their committed volume, representing ~$146k of clean upsell.
→Triage the 3 red renewals this week — Nordic Cargo, Equator Trading, Summit Commodities ($126k combined).
→Open volume-tier upgrade conversations with the 18 over-commit accounts (~$146k expansion).
→Clear the ETA-accuracy ticket cluster (9 accounts, $310k exposure) — the top recurring concern across meeting notes & Trello.
🔴 Needs attention
4 flagged!
Nordic Cargo — 30% of commit, renews in 3 weeks
⚑
2 escalated tickets open 12 days
↓
11 accounts under committed minimum
$
$214k ARR at-risk across 6 accounts
🟢 Momentum
this quarter▲
18 accounts over committed volume
★
NRR up to 108% (▲3pp QoQ)
◆
Meridian crossed 6k containers/mo
✦
ETA accuracy +4pp after model update
Key accounts — one-line health
click a row to open Customer 360HubSpotNotionXero
| Account | Tier | Health | ARR | Vol. vs commit | Renewal | Next action |
|---|---|---|---|---|---|---|
| Meridian Freight Group | Enterprise | 86 Healthy | $148k | 125% | 30 Sep 2026 | ✦Propose volume-tier upgrade |
| Apex Supply Chain | Enterprise | 82 Healthy | $132k | 118% | 14 Nov 2026 | ✦Send expansion proposal (promised) |
| TransPacific Shipping | Enterprise | 79 Healthy | $118k | 109% | 03 Dec 2026 | ✦Invite to Predictive ETA beta |
| Cobalt Forwarding | Growth | 68 Watch | $48k | 91% | 22 Aug 2026 | ✦Follow up on feature request |
| Lighthouse Logistics | Growth | 64 Watch | $72k | 82% | 15 Jul 2026 | ✦Book renewal QBR, clear tickets |
| Summit Commodities | Growth | 58 Watch | $39k | 76% | 28 Sep 2026 | ✦QBR overdue — schedule now |
| Nordic Cargo Lines | Growth | 38 At-risk | $54k | 30% | 20 Jun 2026 | ✦Executive escalation — urgent |
| Equator Trading Co. | Starter | 34 At-risk | $18k | 41% | 22 Jun 2026 | ✦Value-recovery plan needed |
Prototype with illustrative sample data. Every tile maps to a system Portcast already runs — ~80% is implementable today (health roll-up, ARR, renewals, adoption all join from HubSpot + Notion + Metabase + Xero). The remaining ~20% (live AI briefing, automated concern clustering) builds on the same connectors.
Follow-Ups
Where customers are waiting on us — AI-prioritised by risk and ARR at stake.
Open follow-ups
9
▲ 3 today
Customers waiting on us
6
— need a reply
Overdue > 5 days
4
SLA slipping
ARR in flagged accounts
$233k
— at stake
Prioritised follow-ups
✦ AI-ranked · updated 7:00 AM1
Nordic Cargo — executive escalation before renewal
TrelloHubSpotSlack flag
2
Lighthouse Logistics — 4 ETA tickets awaiting response
TrelloHubSpot notes
3
Equator Trading — no QBR booked, renews 22 Jun
HubSpotNotion renewal
4
Summit Commodities — QBR overdue 18 days
HubSpot
5
Cobalt Forwarding — feature-request reply promised 8 days ago
ClickUpHubSpot
6
Apex Supply Chain — expansion proposal awaiting send
HubSpotXero
7
BlueWave Ocean — onboarding check-in overdue
HubSpot
Each follow-up is generated from signals on connected data — unanswered HubSpot threads, ageing Trello tickets, Slack flags, overdue Notion renewal dates. ~75% implementable today — detection runs on existing data; the AI ranking and one-click CTAs are the build-on layer.
Customer 360
One holistic view per account — status, next action, health & satisfaction, revenue, all in one place.
This is the view that answers the core challenge — a single screen joining all 7 tools per customer. Every field already exists in a source system; the work is the join + layout. ~80% implementable today — the AI account summary & next-best-action is the assistive layer on top.
Health & Adoption
Product adoption against contracted commitments — who is exceeding or under committed minimums.
Avg utilisation
96%
▲ 3pp QoQ
Over commit
18
▲ 2 QoQ
Under commit
11
▲ 1 QoQ
Containers tracked
214k/mo
▲ 8% QoQ
API calls
3.1M/mo
▲ 12% QoQ
Utilisation distribution
Utilisation = actual monthly container volume ÷ contracted minimum. The 11 under-commit accounts are both renewal risk (low value realisation) and downsell risk (paying for unused capacity).
Volume trend — book-wide
containers tracked / month— Actual volume- - Committed minimum (aggregate)
Net new vol / mo
+6.4k
Aggregate commit
182k
Headroom used
118%
Adoption by account — committed vs actual
Notion commit
| Account | Tier | Committed min /mo | Actual /mo | Utilisation | API calls /mo | Status | AI signal |
|---|---|---|---|---|---|---|---|
| Meridian Freight Group | Enterprise | 5,000 | 6,240 | 125% | 142k | Over | ✦Upsell — 5 mo over commit |
| Apex Supply Chain | Enterprise | 4,500 | 5,310 | 118% | 128k | Over | ✦Tier upgrade candidate |
| TransPacific Shipping | Enterprise | 4,000 | 4,360 | 109% | 96k | Over | ✦Steady growth |
| Harbor & Vance Logistics | Growth | 2,500 | 2,600 | 104% | 44k | Over | ✦Healthy adoption |
| Cobalt Forwarding | Growth | 2,200 | 2,000 | 91% | 36k | On track | ✦Nudge 1 more workflow |
| Lighthouse Logistics | Growth | 3,000 | 2,450 | 82% | 38k | Under | ✦Adoption dipping pre-renewal |
| Summit Commodities | Growth | 2,400 | 1,820 | 76% | 22k | Under | ✦Re-onboard power users |
| Equator Trading Co. | Starter | 1,200 | 490 | 41% | 6k | Severe | ✦Value at risk — recover |
| Nordic Cargo Lines | Growth | 4,000 | 1,180 | 30% | 9k | Severe | ✦Churn risk — escalate |
Container volume & API usage already live in Metabase (Monthly Container Tracking, Sailing Schedules API); committed minimums come from contract terms in Notion. ~90% implementable today — a join between two systems you already query daily.
Renewals & Revenue
Renewal pipeline and revenue retention — what's up for renewal, what it's worth, and what's at risk.
Total ARR
$2.42M
▲ 11% QoQ
Renewals · 90d
$486k
14 accounts
At-risk in window
$126k
3 red accts
Net Revenue Retention
108%
▲ 3pp QoQ
Gross Retention
94%
▲ 1pp QoQ
Expansion QTD
$118k
▲ 22% QoQ
ARR by tier
XeroNotion
$2.42Mtotal ARR
Enterprise $1.34M · 55%
Growth $820k · 34%
Starter $260k · 11%
Expansion QTD +$118k
Contraction / churn QTD −$46k
Net revenue movement
QTD bridgeRenewal pipeline — next 90 days
Notion datesXero ARRHubSpot
| Account | Renewal date | Days out | ARR | Health | Risk | AI recommendation |
|---|---|---|---|---|---|---|
| Nordic Cargo Lines | 20 Jun 2026 | 22 | $54k | 38 | High | ✦Exec escalation + recovery plan |
| Equator Trading Co. | 22 Jun 2026 | 24 | $18k | 34 | High | ✦Value review, consider downsell-to-save |
| BlueWave Ocean | 09 Jul 2026 | 41 | $22k | 55 | Medium | ✦Drive onboarding completion |
| Lighthouse Logistics | 15 Jul 2026 | 47 | $72k | 64 | Medium | ✦Clear tickets, run value QBR |
| Cobalt Forwarding | 22 Aug 2026 | 85 | $48k | 68 | Low | ✦On track — confirm roadmap fit |
| Summit Commodities | 28 Sep 2026 | 122 | $39k | 58 | Medium | ✦Re-engage; QBR overdue |
Renewal dates & tiers live in the Notion client database; ARR and billing in Xero; health joins from the rest. ~85% implementable today — the renewal calendar and revenue bridge are direct joins; AI risk-scoring is the assistive layer.
Expansion
Suggested opportunity targets — volume upsell, feature-rollout candidates, and white space.
Expansion pipeline
$146k
▲ 18% QoQ
Volume upsell candidates
18
▲ 2 QoQ
Feature-fit matches
12
— ETA beta
Won expansion QTD
$118k
▲ 22% QoQ
✦ AI Opportunity Findermatches usage + conversation history
Two expansion engines are firing. Volume: 18 accounts have exceeded their committed minimum for 3+ months — led by Meridian (125%) and Apex (118%) — a clean ~$146k tier-upgrade story backed by their own usage. Feature fit: for the upcoming Predictive ETA Part 2 rollout, 12 accounts have stakeholders who explicitly asked for tighter ETA accuracy in past meeting notes — TransPacific, Harbor & Vance, and Meridian are the warmest. Pairing a usage trigger with a remembered conversation is the highest-converting expansion motion.
→Lead the volume upsell with Meridian & Apex — both 5 months over commit, renewal-aligned.
→Build the Predictive ETA Part 2 beta invite list from the 12 ETA-accuracy requesters.
→Bundle API tier upgrades for the 4 accounts approaching rate limits (see Concerns).
Suggested opportunity targets
HubSpot notesNotion
| Account | Play | Current ARR | Upside | Signal | AI rationale |
|---|---|---|---|---|---|
| Meridian Freight Group | Volume tier upgrade | $148k | +$36k | 125% usage | ✦5 mo over commit; VP is champion |
| Apex Supply Chain | Volume tier + API | $132k | +$28k | 118% usage | ✦Asked re higher tier last QBR |
| TransPacific Shipping | Predictive ETA Part 2 | $118k | +$22k | Feature fit | ✦Ops Dir requested ETA accuracy 2× |
| Harbor & Vance Logistics | Predictive ETA Part 2 | $61k | +$14k | Feature fit | ✦Logged ETA pain in Mar notes |
| Cobalt Forwarding | Demurrage alerts add-on | $48k | +$9k | Requested | ✦Open ClickUp request from buyer |
| TransPacific Shipping | API rate-limit tier | $118k | +$12k | Near limit | ✦96k calls/mo, approaching cap |
Volume-based upsell is fully data-driven from Metabase + Notion commitments. The “feature-fit from past conversations” matching reads HubSpot meeting notes with AI — ~65% implementable today; the usage triggers ship now, the conversation-matching is the higher-value AI build-on.
Concerns & Requests
Top issues per customer (meeting notes + tickets) and feature requests, consolidated.
Open tickets
31
▲ 4 WoW
Escalated
5
2 > 10 days
Feature requests
23
▲ 6 QoQ
Top concern theme
ETA accuracy
9 accounts
Top concerns — consolidated from meeting notes + support tickets
HubSpot notesTrello
✦ AI clusters free-text from HubSpot meeting notes and Trello ticket bodies into recurring themes, then weights each by the ARR of the accounts raising it — so you fix what protects the most revenue first.
Feature requests by demand
ClickUp
| Request | Customers | ARR weight | Status |
|---|---|---|---|
| Exception email digests | 9 | $186k | Under review |
| Mercosur / LATAM lane coverage | 7 | $228k | Roadmap Q3 |
| Power BI / Looker connector | 5 | $142k | Backlog |
| Custom demurrage alerts | 4 | $96k | Under review |
| SSO / SAML | 3 | $88k | Backlog |
Recent & escalated tickets
TrelloClickUp
⚑
#PC-1009 · Nordic Cargo — ETA data mismatch
⚑
#PC-1014 · Equator — missing container events
!
#PC-1031 · Lighthouse — ETA off on TPEB lane
✦
#PC-1042 · Meridian — LATAM carrier request
Ticket and feature-request counts are direct pulls from Trello and ClickUp. The thematic clustering of concerns across meeting notes + tickets is AI synthesis — ~70% implementable today; the raw lists ship now, the auto-theming & ARR-weighting is the build-on.