Home Customers Customer Success Team & Account Book

The CS team & account book.

Who owns what, the Q2 2026 reshuffle into Sebastian, and how Customer Success coordinates day to day in Slack.

Confidential — internal use only. This page contains CSM account and handover detail and lives on the Access-gated wiki only. Do not share externally.

Who's on the team

Three Customer Success Managers plus Thomas. Adriana and Sebastian work from Colombia (America/Bogotá); Nick is on US Eastern time. Coverage spans US, Canada, UK/EU, and LATAM accounts.

Customer Success Manager

Adriana Castaño

adriana@perkupapp.com
America/Bogotá
Owns an active book; leads several onboardings and EMEA-facing accounts.
Customer Success Manager

Nick Jackson

nick@perkupapp.com
America/New_York
Long-tenured CSM; handing a large book to Sebastian through Q2.
Customer Success Manager

Sebastian Yidi

sebastian@perkupapp.com
America/Bogotá
Newest CSM; receiving the bulk of Q2 account transitions.
Strategic accounts & handovers

Thomas

thomas@perkupapp.com
Held DarkStar, Engaging Networks, Escalator, and PestCo — all transitioned to Sebastian in Q2 2026; runs account handovers.

Account ownership & the Q2 2026 transition

Q2 2026 is a major book reshuffle: 19 completed transitions consolidate into Sebastian Yidi as Adriana, Nick, and Thomas hand accounts off, while Nick and Adriana each retain an active book of roughly a dozen. The canonical log is the CSM Account Transitions Q2 2026 sheet (account, current owner, org ID, active individuals, status, new CSM). A representative slice:

AccountFromToActive individualsStatus
WiseNickNick9,192Completed
Cornerstone OnDemandNickNick3,379Completed
Spring HealthNickNick1,502Completed
PestCoThomasSebastian1,062Completed
NicheNickSebastian270Completed
Secure Code WarriorNickSebastian191Completed
Yes&AdrianaSebastian174Completed
DarkStar IntelligenceThomasSebastian128Completed
FlowcodeAdrianaSebastian92Completed
Duarte, Inc.AdrianaSebastian89Completed
Muse GroupAdrianaAdriana795TODO
Nexpring HealthAdrianaAdriana428TODO
ChowNowAdrianaAdriana220TODO
AutoCamp Hospitality GroupAdrianaAdriana300TODO
Hiro SystemsAdrianaAdriana16TODO

Adriana retains an active book — including Muse Group, Nexpring Health, ChowNow, AutoCamp, Fishman Flooring, and Aquestive — still marked TODO in the log. The detail behind the recent moves — sentiment, open items, risk — lives on Customer handovers.

Slack: where CS coordinates

Primary channel: #customer-success (C01NHGUSQPN). The team user-group tag @customer-success (<!subteam^S03ED2LAK96>) is used to reach all CSMs at once. Representative recent usage:

  • Team calls & standups — Adriana, “@customer-success guys I’ll be late for our call, calling LS Power now” (Jun 5).
  • Accounts-receivable discipline — Thomas, “@customer-success please take a look at your open invoice and try to get ETAs on all overdue invoices tomorrow” (May 31).
  • Tooling setup — Thomas, “can you all make sure that you have Zoom set as the default in cal.com” (tagging Cameron + the team, Jun 1).
  • Cross-functional pings — Product/Eng tag the team for client-facing changes: Kevin Pierce announcing the Insights Report upgrade (Jun 2); Cameron Soregaroli filtering #product-bulk-swag-logs to client-only activity.
  • Handover announcements — every account move is posted here, tagging the new CSM, with the handover PDF linked.

Quoted examples verified against the live #customer-success history (channel C01NHGUSQPN) on 2026-06-07.

Adjacent channels CSMs watch: #support (client tickets routed via Linear), #bulk-swag-so-po and #product-bulk-swag-logs (live order + client-activity signals).

Source: Slack user directory + #customer-success (C01NHGUSQPN), the CSM Account Transitions Q2 2026 sheet, and the CSM Account Handovers Drive folder. Active-individual counts as recorded in the transitions sheet.