Meeting: Customer Success Escalation — Northwind Logistics Date: 2026-04-09 Attendees: Lena (CS Lead), Omar (Support), Tess (Account Manager), Rico (Eng on-call)

Notes: Northwind is at risk of churn after three P1 tickets this month. Lena said we need to get in front of their VP Ops before Friday if we can.

Omar will look into the ticket backlog and circle back. Tess to follow up with the customer about the SLA credit. Rico and Omar should sync on the webhook retry bug.

Decision: We will offer a one-time 15% credit on April invoice if they renew for 12 months. Lena confirmed with Finance on the call. Tess owns the commercial conversation.

Also discussed whether to fly someone onsite next quarter — no decision, just ideas.

Someone should draft a written incident summary for Northwind. ASAP.

Next steps kind of left hanging. Maybe reconvene next week?

Meeting Notes Action Gate

1. Gate Summary

| Verdict | REVISE | | Gate Score | 0 / 100 | | Action items | 5 | | Blocking issues | 4 | | Warnings | 2 | | Ready to share | no |

2. Action Items

1. Get in front of Northwind VP Ops (churn risk) | Lena | 2026-04-10 (anchored from “before Friday”) | complete* (soft-phrasing warning)
2. Look into the ticket backlog and circle back | Omar | — | vague
3. Follow up with customer about the SLA credit | Tess | — | vague
4. Sync on the webhook retry bug | Rico & Omar | — | multi-owner
5. Draft written incident summary for Northwind | someone | ASAP | needs-owner

3. Decisions Log

Offer 15% one-time April credit if 12-mo renewal | Confirmed by Lena + Finance | Owner: Tess

4. Open Questions

• Onsite visit next quarter? (undecided)
• Next reconvene date? (not scheduled)

5. Blocking Issues (why REVISE)

A2/A3 — vague verbs + no deadlines A4 — two owners = no DRI A5 — “someone” + ASAP (never invent owners/dates)

6. Warnings

A1 soft phrasing (“get in front of” / “if we can”) Next meeting only implied (“maybe next week”)

7. Shareable Copy (DRAFT — do not send until fixed)

[ ] Lena: Book VP Ops call re churn — by 2026-04-10 [ ] Omar: [SPECIFY backlog deliverable] — [ADD DATE] [ ] Tess: [SPECIFY SLA credit email/terms] — [ADD DATE] [ ] [SINGLE DRI]: webhook retry plan — [ADD DATE] [ ] [NAME OWNER]: incident summary — [ADD DATE]

8. Meeting Notes JSON

{ "verdict": "REVISE", "gate_score": 0, "ready_to_share": false, "meeting_date": "2026-04-09", ... }