Yes&.
CSM account handover — Adriana Castaño → Sebastian Yidi. Marketing & Advertising agency. Sentiment at handover: Stable but cooling.
Account overview Stable but cooling
Transition: Adriana Castaño → Sebastian Yidi
| Industry | Marketing & Advertising · Media · Consulting |
| HQ | Alexandria, VA |
| Founded | 1986 |
| Employees | 51–250 |
| Platform fee | $599/month (since Jan 1, 2026) |
| Contract | 2-year · Jan 2025 → Dec 2026 |
| HRIS | Namely (manager-sync toggle off) |
| Customer since | Mar 2022 (~4 yrs) |
| Sentiment | Stable but cooling |
Relationship map
Trista Hurrelbrink (HR Manager) is champion + day-to-day + decision maker — the whole relationship runs through her. Lacy Kline (HR/Ops leadership) is warm and relationship-driven. Megan Texido owns brand/swag design assets.
Open items & commitments
- Renewal not started — 2-year contract ends Dec 31, 2026; get on the calendar by Q3.
- No live meeting in 15+ months (last Feb 14, 2025) — a reset call is priority #1.
- Apr 2025 "Updates for the Summer" email never answered — reset first, then re-pitch.
- Verify Namely manager-sync fix is still holding.
- Confirm Suite 700 billing-address change landed on invoices.
- Land the 2026 holiday plan by August.
Risk & opportunity
Renewal exposure into a maintenance-mode account. Price-jump sticker shock ($399 → $599/mo, +50%). Single point of contact (Trista). Residual trust dip from the Dec 2025 manager-access escalation.
Recommended first actions
Warm intro to Trista referencing the Dec 2025 manager-sync fix, book a 30-min reset call, build the renewal plan now, and re-open the marketing-team expansion once trust is reset.
Source: confidential CSM handover document (Yes&). Internal use only.