Cascade Freight $148,000 ARR health 82 → 54
- Weekly active users −38% Segment
- 3 urgent tickets Zendesk
- Champion left Salesforce
Spot the risk. Save the renewal.
Buoy joins CRM, billing, support and usage data for every account, explains its health, runs your playbooks and reconciles renewals to billing.
100% free, open source alternative to Gainsight, ChurnZero and Totango
At risk
Slack #cs-alerts Cascade Freight dropped to 54 champion Dana Ruiz left Mon Oct 5 acknowledged by Jordan
Ticket #48213 marked solved route exports still 0 → Reopened linked to ENG-912 fix shipped Tue Oct 13
Renewed
Usage back: 212 exports Wed Oct 14 risk resolved
Renewal Cascade Freight $148,000 Thu Dec 31 Commit
Q3 NRR 112% GRR 94% reconciles to Stripe to the cent
Cascade renews by Dec 31!
Cascade Freight · Mon Sep 28 – Mon Oct 19
Cascade slipped to 54. Back to 79 in two weeks.
One account, one bad week, one renewal kept. Buoy saw it first and stayed on it until Cascade's own data said it was over.
Cascade Freight
Enterprise $148,000 ARR CSM Jordan Hale
- 82Mon Sep 28
- 54Mon Oct 5
- 79Mon Oct 19
Healthy 70+·Watch 60–69·At risk below 60
Mon Oct 26 renewal $148,000 Commit →
- 1
Mon Oct 5 9:08 amDana Ruiz left · Salesforce
- 2
Mon Oct 5 9:12 amSlack alert · Jordan acknowledged 9:20 am
- 3
Tue Oct 6 7:10 amAgent: #48213 says solved · route exports still 0
- 4
Tue Oct 6 8:52 am#48213 reopened · 3 tickets linked to ENG-912
- 5
Tue Oct 6 10:15 am PTRob Tanaka books the intro
- 6
Thu Oct 8 2:00 pmNew sponsor meeting with Rob
- 7
Mon Oct 12 4:40 pmENG-912 fix merged
- 8
Tue Oct 13 6:00 pmFix shipped in 4.18.2
- 9
Wed Oct 14 3:12 pm PTRob: "Drivers had routes this morning."
- 10
Wed Oct 14 6:15 pm212 route exports · risk resolved
Caught in week one!
Health · Mon Oct 5, 9:11 am
Down 28 points. Every point explained.
Health is your scorecard, weighted your way. Each measure names its source and how fresh it is, so 54 reads as three causes, not a color.
Cascade Freight
54 · At riskwas 82 on Mon Sep 28
Enterprise CSM Jordan Hale $148,000 ARR renews Thu Dec 31
| Measure | Weight | Now | Was | Reason | Source | ||
|---|---|---|---|---|---|---|---|
| Usage | 40 | 19 | 30 | 19 of 40 was 30 | usage: −11 | Weekly active users 340 → 211 (−38%) · route exports 0 since Wed Sep 30 | Segment synced 9:00 am |
| Support | 25 | 9 | 20 | 9 of 25 was 20 | support: −11 | 3 urgent tickets in 5 days: #48213, #48219, #48224 | Zendesk synced 9:10 am |
| Relationship | 20 | 11 | 17 | 11 of 20 was 17 | champion: −6 | Champion Dana Ruiz left | Salesforce synced 9:08 am |
| Billing | 15 | 15 | 15 | 15 of 15 was 15 | billing fine | Paid on time · Oct 1 invoice paid | Stripe synced 9:00 am |
54 of 100 was 82 recalculated 9:11 am, 3 minutes after the Salesforce change
Gainsight history weekly Mon Oct 6, 2025 – Mon Sep 28, 2026
Buoy daily
Healthy 70+Watch 60–69At risk below 60
Scorecard: Enterprise v3 Usage 40 Support 25 Relationship 20 Billing 15
Alert · Mon Oct 5, 9:12 am
One alert, everywhere you work.
The drop reached Slack within a minute. Sales saw the same health in Salesforce, and support saw it beside the ticket in Zendesk.
54 At risk
Salesforce Account Cascade Freight
as AE Chris Novak sees it
Buoy
- Health
- 54 At risk
- Champion left
- Weekly active users
- −38%
- 3 urgent tickets
- CSM
- Jordan Hale
- Renewal
- Thu Dec 31
- ARR
- $100k–$250k
# cs-alerts
BuoyAPP9:12 am
Cascade Freight dropped to 54 At risk champion Dana Ruiz left weekly active users −38% 3 urgent tickets renews Thu Dec 31 $148,000
AcknowledgeSnoozeOpen in Buoy
✓Acknowledged by Jordan Hale 9:20 am
Jordan Hale
/buoy Cascade Freight
Buoy
Health 54 At risk owner Jordan Hale renews Thu Dec 31 $148,000 suggested playbook: Champion change
Zendesk Ticket #48224 Carrier portal export failing
as support agent Bree Collins sees it
Buoy
- Health
- 54 At risk
- Top reason: champion left
- Tier
- Enterprise
- CSM
- Jordan Hale
- ARR
- $100k–$250k
- Renews
- Thu Dec 31
Buoy agent Tue Oct 6, 7:10 am Cascade Freight
- Zendesk
#48213 urgent ‘Route exports fail’ solved Fri Oct 2, 4:30 pm by Bree Collins macro: clear cache and retry
- Segment
Route Exported 0 since Wed Sep 30 weekday average 208 (Sep 14–25)
- Jira
ENG-912 Route export fails with custom carrier codes after 4.18 open matches #48213, #48219, #48224
- Stripe
Oct 1 invoice paid billing is not the cause
Tony Alvarez, dispatch lead Mon Oct 5, 6:52 am PT: “Still hand-keying routes into our carrier portal.”
Unresolved same cause as ENG-912
Remedy three owners
SupportElena Marsh: reopen #48213 and link all three tickets to ENG-912
EngineeringSam Whitaker: ENG-912 into this sprint (4 accounts linked $391,500 ARR)
CSJordan Hale: a daily status note to Cascade until exports return
Drafted by Buoy sent by Jordan 8:40 am
Verify · Tue Oct 6 → Wed Oct 14
Marked solved. Proven fixed.
Zendesk said solved. Cascade's exports still read zero. The agent checked every source, lined up three owners and closed the risk only on Cascade's own data and words.
Tue Oct 6 · 8:52 am#48213 reopened by Elena Marsh 3 tickets linked to ENG-912
Tue Oct 6 · 9:30 amENG-912 moved into sprint 41 by Sam Whitaker
Fri Oct 9 · 9:00 amAgent chased: ENG-912 in code review Jordan's status note to Rob sent
Mon Oct 12 · 4:40 pmFix merged
Tue Oct 13 · 6:00 pm4.18.2 shipped “tell your customer” tasks for 4 CSMs
Wed Oct 14 · 3:00 pm PT212 route exports today (weekday average 208)
Wed Oct 14 · 3:12 pm PTRob Tanaka: “Drivers had routes this morning. Thanks for staying on it.”
Wed Oct 14 · 6:15 pmRisk resolved confirmed by usage and by Rob Tanaka
✓4 of 4 linked accounts exporting again · Cascade Freight, Ridgeline Haulers, Bayside Produce, Cold Spring Logistics
Playbook: Champion change
4 steps started Mon Oct 5, 9:31 am owner Jordan Hale
- ✓
Mark Dana Ruiz departed roles updated Mon Oct 5, 9:31 am
- ✓
Map the new sponsor agent proposal Tue Oct 6, 8:05 am Rob Tanaka confirmed by Jordan 8:40 am
- ✓
New sponsor intro booking link sent 9:02 am Rob booked Thu Oct 8, 11:00 am PT (2:00 pm ET)
- ✓
Re-confirm the success plan Rob confirmed 2 of 2 goals in the customer portal, Thu Oct 15, 10:20 am PT
✓Outcome reached new sponsor engaged Thu Oct 15
Playbook · Mon Oct 5 – Thu Oct 15
Champion gone. New sponsor by Thursday.
The champion-change playbook found who already worked with Tidewell, booked the intro and brought back the meeting's commitments.
Cascade Freight stakeholders
Dana RuizDirector of Transportation Championdeparted Mon Oct 5 SalesforceRob Tanaka VP Operationsproposed sponsor on 11 email threads and 2 meetings since June cc'd on #48213
Linda Park CFO Economic buyerlast meeting Wed Jan 14, 2026
Tony Alvarez Dispatch lead Adminfiled #48213
Rob was on the ticket all along!
Zoom Thu Oct 8, 2:00–2:30 pm
Rob Tanaka, Jordan Hale summary with cited lines
- “Exports have to be back before our holiday peak.”04:12
- Proposed task: Daily ENG-912 status to Rob until fixed accepted by Jordan
- Risk mention: “We're looking at a backup routing tool.” 17:40 flagged as competitor risk
- Proposed plan update: Goal 1 route exports automated for all 6 depots (measured in Segment) Goal 2 dispatch planning under 30 minutes a day (confirmed by Rob) accepted
Q4 2026 · 214 renewals · $11,482,300 ARR
Ask Buoy
Which Q4 renewals have no executive contact?
6 renewals, $466,000 ARR:
Kestrel Cold Chain $212,000 Tue Dec 15
12Pinecrest Lumber Supply $88,500 Mon Nov 30
1Bluegate Imports $64,000 Thu Dec 31
3Halvorsen Dairy $41,200 Mon Nov 16
1Ozark Valley Feed $37,800 Tue Dec 1
1Tri-County Movers $22,500 Fri Oct 30
3
Could not see: 2 of 14 CSM mailboxes aren't connected; their accounts were checked in Salesforce and calendars only.
- 1
Salesforce contact roles
214 renewals read - 2
Calendars
180 days - 3
Gmail
12 mailboxes
Portfolio · Mon Oct 19, 8:05 am
Six Q4 renewals. No executive yet.
Maya asked in plain English. Buoy answered with the accounts, the records it read and what it couldn't see, then drafted the intros.
Tri-County Movers · CFO
Ozark Valley Feed
Halvorsen Dairy
Bluegate Imports
Pinecrest Lumber Supply
Executive intro Draft 1 of 6
To: COO, Kestrel Cold Chain
Subject: Before your Dec 15 renewal
Since your VP sponsor left in August, I'd like to meet before the Dec 15 renewal to review the year and agree next year's goals.
- 1VP sponsor left in August Salesforce roles
- 2No executive meeting in 180 days Calendars
Drafted by Buoy 8:07 amSend
- Drafted for 6 CSMs 8:07 am
- 6 sent by their CSMs by 4:30 pm
- 5 executive meetings booked by Fri Oct 30 Tri-County Movers renewed Thu Oct 29
Signals · Mon Oct 12 – Wed Oct 21
Growth spotted. Detractor called.
Signals cut both ways. Juniper Labs filled its seats and an expansion opened; one unhappy NPS reply started a playbook within a minute.
Juniper Labs
Austin, TX CSM Nina Castillo
Seats used of 250 weekly
Signal: utilization above 90% → Nina Castillo
New team adopting: Returns 31 new users since Thu Oct 1 Segment
✓96% of 250 seats used expansion opened in Salesforce +$36,000 ARR Wed Oct 21 AE Chris Novak CS-sourced
“Their returns team joined; they asked for 50 more seats.”
Q4 relationship survey
Thu Oct 1 – Fri Oct 16
Sent 1,140 312 responses (27%) NPS +46
New detractor Harbor Point Distribution Savannah, GA score 3 Thu Oct 15, 2:48 pm
“Our Monday report lands after the 7 am standup.”
- Playbook: Detractor follow-up started 2:49 pm
- Theo Grant called Fri Oct 16, 10:00 am
- Report moved to 6:00 am ET
- Mon Oct 19: “Report was there at 6.”
Throttle: no contact is surveyed twice within 90 days
Onboarding · Mon Sep 14 – Fri Oct 23
Live on Friday, right on the date.
Northfield Clinics' onboarding ran on one plan both teams could see. One customer task slipped, the agent nudged it, and go-live held.
Northfield Clinics
Minneapolis, MN Enterprise onboarding template 25 tasks (Tidewell 16 Northfield 9) started Mon Sep 14 when the deal closed in Salesforce onboarding lead Owen Price
Sep 14
Sep 21
Sep 28
Oct 5
Oct 12
Oct 19
Fri Oct 23
Tidewell
18 of 25 72% on track
Kickoff Wed Sep 16
Go-live Fri Oct 23
Northfield Clinics
Route templates moved Tue Oct 13 → Wed Oct 14 proposed by the agent, accepted by Owen Price Go-live unchanged
Confirm pickup windows for 42 clinics due Fri Oct 9 overdue
Agent reminder in the portal and by email Mon Oct 12, 9:00 am CT → Grace Lindqvist
Done in the portal Tue Oct 13, 3:40 pm CT
✓Live Fri Oct 23 25 of 25 1,206 pickups routed on day one time to value 39 days
Customer portal Northfield Clinics Onboarding
✓Confirm pickup windows for 42 clinics
GLGrace Lindqvist
All 42 windows in. Two clinics changed hours.
Renewals and retention · Mon Oct 19 – Tue Nov 17
Signed in DocuSign. Matched to Stripe.
Linda Park signed, and the agent checked the renewal landed in Salesforce and Stripe. Every retention figure ties back to Stripe, with 0 exceptions.
Renewal Cascade Freight $148,000
term ends Thu Dec 31 notice Mon Nov 30 (§4.2, confirmed terms)
Readiness agent Mon Oct 19
- Champion replaced: Rob Tanaka
- Risk resolved Wed Oct 14
- Success-plan goals 2 of 2 confirmed
- Economic buyer Linda Park: last met Wed Jan 14 → meeting booked Thu Oct 29
Forecast
At risk Mon Oct 5Likely Thu Oct 15Commit Mon Oct 26
by Maya Okafor
Records
- Thu Oct 29 Linda Park and Rob Tanaka met Jordan and Chris renewal quote $148,000 for Fri Jan 1 – Fri Dec 31, 2027 sent from Salesforce
- Tue Nov 17, 1:22 pm PT signed in DocuSign by Linda Park, CFO
- Verified by the agent Tue Nov 17, 4:40 pm: Salesforce renewal Closed Won $148,000 Stripe subscription renews Fri Jan 1, 2027 $148,000
Renewed recorded by Maya Okafor
Q3 2026 trailing 12 months
Oct 1, 2025 – Sep 30, 2026 source: Stripe
| Starting ARR 1,635 accounts active Oct 1, 2025 | $31,406,218.40 |
|---|---|
| + Expansion 212 accounts | $5,654,270.00 |
| − Contraction 44 accounts | $622,463.20 |
| − Churn 31 accounts | $1,262,480.00 |
| = Ending ARR of the cohort | $35,175,545.20 |
NRR112.0%
GRR94.0%
New logos excluded 246 accounts $2,614,300.00
Stripe export $35,175,545.20 = Buoy $35,175,545.20 0 exceptions
Cascade Freight $132,000.00 → +$16,000.00 expansion, Thu Mar 12, 2026 (2 depots added) → $148,000.00 invoice links
Board deck done by 10!
Cutover · Thu Oct 1, 12:00 am
Same Salesforce fields, now written by Buoy.
At midnight on Oct 1 Buoy took over the four Salesforce fields Gainsight wrote, on the same scales. Tidewell's 4 reports and 2 dashboards never went blank.
curl -fsSL https://runeditrun.com/install.sh | sh -s -- dev just-every/run-buoy
# Already have Node 22 or later? npx -y @runeditrun/rer dev just-every/run-buoy Also moves in from ChurnZero, Totango, Planhat, Vitally and Velaris.
Salesforce cutover plan
4 fields from Salesforce field history switched Thu Oct 1, 12:00 am
| Field | Was written by | Now written by | Mapping | Read by |
|---|---|---|---|---|
| Health Score | Buoy | 0–100, same scale | 3 reports · 1 dashboard | |
| Health Color | Buoy | 70+ → Green60–69 → Yellowbelow 60 → Red | 2 reports · 2 dashboards | |
| CSM | Buoy | 14 CSMs, user to user | 2 reports | |
| Lifecycle Stage | Buoy | 5 stages, picklist to picklist | 1 report · 1 dashboard |
Parallel run Sat Sep 12 – Wed Sep 30: Buoy wrote shadow fields only deltas Mon Sep 21 and Wed Sep 30 0 duplicates
4 reports and 2 dashboards returning values for all 1,850 accounts
Also brought over from Gainsight
- 1,850 companies
- 52 weeks of health
- 21,406 contacts
- 6,912 tasks
- 38 playbooks
- 412 success plans
- 9,370 NPS responses
- 214,880 activities
- 2 custom objects
Cascade renews by Dec 31!
Renewal Cascade Freight $148,000
signed Tue Nov 17 ✓ renews Fri Jan 1, 2027