This guide is for account managers and customer success teams. You might look after ten clients or a hundred. You might work at an agency, a software company or a consultancy.
Each client has people, meetings, emails, deals and promises. These details live in your CRM, your inbox and your head. That makes it hard to see where each client stands. It is harder still to share it with the people who help you.
The 18 plays in this guide help you answer five questions:
Your clients: Do I know where each client stands?
Know the client: What do we already know about this company?
Time per client: Where does my time go, client by client?
Follow-through: What did we promise, and who is doing it?
Share the view: Does everyone who works on a client see the same facts?
You do not need to read the guide from start to end. Start with the question that matters most to you now.
How each play works
Each play starts with a familiar problem. It then shows one way to set it up in Humble, what to check and what gets easier.
These are ideas, not rules. Change them to fit the way your team already works.
How every play works in Humble
A few simple ideas come up again and again:
One home per client:Keep the links, notes and tasks for a client together, so nobody has to ask where things are.
Your CRM stays the record:Humble shows what is in HubSpot, Airtable or Notion on the page you are on. Your CRM still holds the data.
Time from the calendar:Use your calendar to see the time each client takes, not a guess.
One owner per promise:Each thing you promise a client is a task with one person and a date.
Context on the task:Link the email, call note or contract to the task it belongs to.
Look at what is quiet:Spend review time on late tasks and on clients you have not met for a while.
Chapter 02~7 min read · three plays
Your clients
Do I know where each client stands?
This section helps you give each client one home, see all your clients in one view and plan for each renewal early.
The plays in this section
Give every client one home.
See all your clients in one view.
Work back from the renewal date.
Play 1: Give every client one home
The situation
The contract is in one folder. The last review deck is in another. The notes from the first call are in your inbox. A new teammate has to ask you for each one.
One way to set this up in Humble
You can make a note for each client, such as Client home: Northwind.
Write what the client bought, the renewal date and who owns the account.
Use the browser extension to add the key pages to the note: the client’s website, the shared Google Drive folder with all their files, the contract, the usage report and the last review deck.
Tag the note with the client, such as #Northwind.
Check this
A client home is most useful when it always holds:
The folder with all the client’s files.
The contract and the renewal date.
The main contacts at the client.
The goals the client agreed with you.
The last review deck or report.
Who owns the account on your side.
A useful test is: Could a new teammate find the renewal date and the main contact in under a minute?
What changes: the whole team works from the same facts, and nobody has to ask you where things are.
A client home note in Humble, with the client’s website, Drive folder, contract, usage report and review deck linked to it.
Play 2: See all your clients in one view
The situation
You look after many clients. The loudest one gets your time. A quiet client gets missed until they say they are leaving.
One way to set this up in Humble
Give each client its own tag, such as #Northwind.
Tag each task and note with its client.
Add a tag for where the client is, such as #Onboarding or #Renewal-2027.
Start each day with what is due today, across every client.
Check this
Useful views might include:
Everything due this week, across all clients.
One client’s tasks only.
Clients with a renewal this year.
What changes: you can move between clients without losing track of the others.
Play 3: Work back from the renewal date
The situation
A renewal only feels real when it is close. By then, there is no time to fix a problem or to show the value of your work.
One way to set this up in Humble
Write the renewal date on the client home.
Make tasks that count back from that date. Give each one a due date and one owner.
Tag each task with the client, so it appears in the client’s view.
Check this
Here is an example. Your contracts will set their own dates.
120 days out: review the account with your team.
90 days out: hold a review with the client and show what you delivered.
60 days out: send the renewal proposal.
30 days out: agree the terms and any changes.
A useful question is: Does every client that renews in the next six months have these tasks?
What changes: renewals appear in your day early, while there is still time to act.
Chapter 03~8 min read · three plays
Know the client
What do we already know about this company?
This section helps you see what your team knows about a client. You see it on the client’s own website, and before every call.
The plays in this section
See your CRM on the client’s website.
Know the person before the call.
Prepare for a client review in ten minutes.
Play 4: See your CRM on the client’s website
The situation
You open a client’s website before a call. To see the deals and the contacts, you then open HubSpot, sign in and search. Some people on your team have no HubSpot login at all.
One way to set this up in Humble
Connect HubSpot to Humble once.
Add the Humble browser extension to your browser.
Open the website of any company in your HubSpot. The Humble icon in your browser turns green.
Click the icon. You see the contacts and deals you have with that company. You don’t need to log in to HubSpot.
If you keep clients in Airtable or Notion, it works the same way.
Check this
Before each client call, open the client’s website and click the green icon. Ask: Who do we know here, and which deals are open?
If the icon does not turn green, that company is not in your CRM yet. It may be a good time to add it.
What changes: you see what your team knows about a client in one click, on the page you already have open.
northwind.com
Northwind
Logistics software for growing teams
Home
NorthwindIn HubSpot
Contacts
SL
Sam Lee
Head of Operations
PK
Priya Kaur
Finance Director
Deals
Northwind renewal
Stage: proposal sent
Green: they are in your CRM
On a client’s website, the Humble icon turns green. The Humble panel shows the contacts and deals from HubSpot, with no HubSpot login.
Play 5: Know the person before the call
The situation
You have a call with a new contact at a client. You met them once, months ago. You can’t remember what they care about.
One way to set this up in Humble
Open their LinkedIn profile. Use the browser extension to save them as a contact and add a note.
Link the client home to the person, and the person who introduced you, if there was one.
Tag key people into lists, such as #Champions or #Decision-makers.
Before the call, open the person. You see their timeline of notes, meetings, emails and tasks in one place.
To add the person to HubSpot, use magic fill to send their details in one click.
Check this
Before you call, open the person’s timeline and ask: What did I promise them last time?
What changes: you start every call knowing what was said last time.
Play 6: Prepare for a client review in ten minutes
The situation
A quarterly review is tomorrow. The facts are in the CRM, in your inbox and in three people’s notes.
One way to set this up in Humble
Open the client home.
Filter your timeline by the client. You see every meeting with them, and the tasks you finished.
Open the client’s website and click the green icon to check the open deals.
Write a short note, such as Review: Northwind, Q4 2026, and link it to the client home.
A review note to copy
What we delivered: the work we finished since the last review.
What is still open: tasks that are late or waiting on the client.
What the client wants next: in their own words, if you have them.
One question to ask: the thing you most need to know.
What changes: the review starts from facts, and the client sees the work you did.
Chapter 04~7 min read · three plays
Time per client
Where does my time go, client by client?
Some clients take far more time than their contract pays for. Others get almost none until they leave. This section helps you use your calendar to see the time each client takes.
The plays in this section
See how much time each client takes.
Find the clients you have not met.
See your team’s time with each client.
Play 7: See how much time each client takes
The situation
Your manager asks which clients take most of your week. You make a guess. The guess is often wrong.
One way to set this up in Humble
Connect your Google or Outlook calendars to Humble. You can connect more than one, and see them in one view.
Open your timeline and filter it by a company, such as Northwind.
You see every meeting with that client, and how much time you spent with them.
Do the same for one person, such as your main contact.
Check this
Once a month, look at the time for your biggest clients. Ask: Which client takes more time than their contract pays for?
What changes: you can talk about your workload with facts, not a feeling.
My timelineFilter: Northwind
Time with Northwind
6 meetings · 5 hours
This quarter
Meetings with Northwind
24 Sep
Quarterly review
Sam Lee, Priya Kaur · 1 hour
10 Sep
Training for new users
Sam Lee · 1 hour 30 min
27 Aug
Support call
Sam Lee · 30 min
Your time with one client
Your timeline, filtered by one client: the time you spent with them this quarter, and each meeting. The numbers are an example.
Play 8: Find the clients you have not met
The situation
A client goes quiet. Nobody notices until the renewal call, when they say they are leaving.
One way to set this up in Humble
Once a month, filter your timeline by each key client.
Look at the date of the last meeting.
Pick a limit, such as six weeks. If a client has had no meeting in that time, add a task to contact them, with a date.
Tag their client home #Quiet, so you can see these clients as one list.
Check this
A useful question is: Which client have we not spoken to this quarter?
Humble does not warn you when a client goes quiet. This is a check you do yourself, with the timeline.
What changes: quiet clients get your time before the renewal, not after it.
Play 9: See your team’s time with each client
The situation
Three people work with one client. Each knows their own meetings. Nobody knows the total time the team gives that client.
One way to set this up in Humble
On the Team plan, open the time for a client. You see how much time everyone on the team spent with that company, in one place.
Compare it with the contract or the monthly fee.
Take the numbers to your next renewal or pricing talk.
Check this
A useful question is: Does the time we give this client match what they pay?
What changes: renewal and pricing talks start from the real cost of the work.
Chapter 05~6 min read · three plays
Follow-through
What did we promise, and who is doing it?
Clients trust you when you do what you said. This section helps you make each promise a task, keep emails with the work and save ideas before you forget them.
The plays in this section
Make each call a list of tasks.
Keep client emails with the work.
Save a thought straight after a meeting.
Play 10: Make each call a list of tasks
The situation
On a call, you agree five things with the client. By Friday, two are done. Nobody is sure about the other three.
One way to set this up in Humble
During or after the call, write a short note on the client or the person.
Make each promise a task, with one owner and a due date.
Link each task to the client home and to the person who asked for it.
Tag each task with the client.
Check this
Within an hour of the call, ask: Does every promise have a name and a date?
If a task has no date, it will wait. If it has no owner, nobody will do it.
What changes: clients see you do what you said, and the team can see who is doing what.
Play 11: Keep client emails with the work
The situation
The change to the scope is in one email. The client’s yes is in another. Months later, nobody can find what was agreed.
One way to set this up in Humble
In Gmail or Outlook on the web, use the browser extension to link an email to the task or note it belongs to.
When you agree something on a call, write a short note on the client.
Link the signed contract or change order to the client home.
Check this
A useful test is: If the client asks “when did we agree that?”, can I find it in one minute?
What changes: what you agreed stays with the work, not lost in an inbox.
Play 12: Save a thought straight after a meeting
The situation
You leave a client meeting with three ideas. By the time you are at your desk, one is gone.
One way to set this up in Humble
Send Humble a voice note or a short message in Slack. It appears on your timeline.
Add Humble to your phone’s home screen, so you can open the client home on the way. You don’t need an app store.
Later, make each idea a task or a note on the client.
Check this
At the end of the day, ask: Is everything I heard today saved against a client?
What changes: ideas take seconds to save, and fewer of them are lost.
Chapter 06~12 min read · six plays
Share the view
Does everyone who works on a client see the same facts?
Account work is shared. Sales, support, product, delivery and partner agencies all work with the same clients. This section helps them see the same facts, without paying for more CRM seats. It also helps you take client requests to the product team, and tell clients when they are done.
The plays in this section
Share your CRM view with partners, without extra seats.
Stop two people contacting the same client.
Hand over a client without a meeting.
Share what clients tell you with other teams.
Send client requests to the product team.
Tell clients when their request is done.
Play 13: Share your CRM view with partners, without extra seats
The situation
A partner agency helps you deliver for a client. They need to know who the contacts are and which deals are open. A HubSpot seat for each of them costs money. It also gives them more access than they need.
One way to set this up in Humble
Connect HubSpot to Humble.
Share the view with your team, and with partners outside your company.
On a client’s website, they see the matching contacts and deals in the Humble extension.
They don’t need a HubSpot seat, a licence or full access to your CRM. Your HubSpot login stays with you.
Check this
A useful question is: Does each partner have what they need for their part, and no more?
Airtable and Notion views can be shared the same way.
What changes: partners work from the same facts as you, and you don’t pay for seats they would hardly use.
Shared viewHubSpot
CS
Customer success team
5 people · can see matches
Team
PA
Partner agency
2 people · can see matches
Partner
HubSpot access
Stays with you · no extra seats
No extra seats
The HubSpot view shared with your team and a partner agency. They see the matches, with no HubSpot seats and no full access.
Play 14: Stop two people contacting the same client
The situation
Sales emails a client about a bigger plan. The same week, you ask them for a case study. The client feels chased.
One way to set this up in Humble
Share the CRM view with sales, support and account management.
Before you contact a company, open their website and click the green icon. See who on your team already talks to them.
Agree one person to contact them. Give that person a task with a date.
Check this
Before you send a big ask, such as a case study or a price change, ask: Who on our team spoke to this client last?
What changes: only one person contacts the client at a time, and the client hears one clear voice.
Play 15: Hand over a client without a meeting
The situation
You go on leave, or a client moves to a new account manager. The history is in your inbox and your memory.
One way to set this up in Humble
Share the client home with the new owner. Point them to it first.
Share your notes on each person at the client with them.
Filter the tasks by the client tag. They can see what is open, who owns it and when it is due.
Move your open tasks to the new owner.
Check this
A useful question is: If I were away tomorrow, could someone else look after this client from what is in Humble?
What changes: a handover takes minutes, and the client does not have to explain everything again.
Play 16: Share what clients tell you with other teams
The situation
Clients tell you what works, what is hard and what they wish the product did. That stays in your call notes. The product team never hears it.
One way to set this up in Humble
After each call, write a short note on the person, such as Call: Northwind, 24 Sep.
Tag the note with what it is about, such as #Feedback, and with the client.
Share your notes on the person with your team, including people in product, sales and support.
Anyone can then open the person and see their timeline of notes, meetings, emails and tasks.
Check this
Once a month, open the #Feedback tag with the product team. Ask: What are clients asking for most?
What changes: the product team hears from clients in their own words, not second-hand.
Play 17: Send client requests to the product team
The situation
A client asks for a new feature, or tells you about a bug. You pass it on in a chat message. A month later, nobody knows who asked for it, or if anyone is working on it.
One way to set this up in Humble
Make the request a task, such as Add CSV export.
Tag it #Feature-request or #Bug, and with the client.
Link the task to the person who asked for it. If more clients ask, link them too.
Give the task to the right person in the product team.
If your product team works in Linear, open the Linear ticket and link it to the task with the browser extension. You add this link yourself. It is not automatic.
Check this
A useful question is: For each request, do we know every client who asked for it?
This also helps the product team choose what to build first.
What changes: every request has an owner, and every client who asked is linked to it.
Play 18: Tell clients when their request is done
The situation
The product team builds a feature a client asked for. Nobody tells the client. They still think you did not listen.
One way to set this up in Humble
When the product team finishes the work, they tick off the task.
Each week, open the #Feature-request and #Bug tags and look at the tasks that are done.
Open each task to see the people linked to it. These are the clients who asked.
Open each person. Their timeline shows the call where they asked, so you have the context.
Anyone on the team can then message the client personally. Add a task, such as Tell Sam that CSV export is live, linked to the person, so it is clear who will do it.
Check this
A useful question is: Has every client who asked for this heard that it is done?
Humble does not send the message. A person on your team writes to the client, with their first request in front of them.
What changes: clients hear from a person who knows what they asked for, and a request becomes a reason to talk to them.
Sam Lee · Northwind
24 Sep
Call: asked for CSV export
Note · #Feedback · shared
25 Sep
Add CSV export
#Feature-request · owner: product
30 Oct
Add CSV export
#Feature-request · done
30 Oct
Tell Sam that CSV export is live
Task · owner: you
Now message the client
A client contact’s timeline: their request, the product team’s task, the task done, then your task to tell them.
Chapter 07~3 min read
The account rhythm
Client work runs on a day, a week, a month and a quarter. The plan below is a starting point. Change it to fit your clients.
Every day: check across your clients
You can start with a short look at:
What is due today, across every client.
Which tasks for clients are late.
Which client calls are today. Open each client’s website and click the green icon.
During the day, save things close to where they appear:
A client email → linked to its task.
A promise on a call → a task with an owner and a date.
A thought after a meeting → a voice note in Slack.
Every week: look ahead
Late tasks, client by client.
Client calls next week, and what to prepare.
New people to save from LinkedIn.
Feature requests and bugs that are done, and which clients to tell.
Every month: look at your time
Filter your timeline by each key client.
Which clients take the most time?
Which clients have gone quiet?
What clients asked for most, shared with the product team.
Every quarter: review and renew
A review with each key client.
Renewals in the next 120 days, and their tasks.
Who can see the shared CRM view, and who should.
Chapter 08~4 min read
How to organise this in Humble
There is no single correct setup. The structure below is a simple place to start.
What goes where
When you have…
A useful place for it
A client
Client home note and a client tag
The client’s Drive folder, contract, reports and review decks
Links on the client home
Contacts and deals
Your CRM (HubSpot, Airtable or Notion), connected to Humble
A person at the client
Contact, with notes and a timeline
A promise to a client
Task with an owner and a date, tagged with the client
An email about the work
Linked to its task
Something agreed on a call
Note on the client or the person
A renewal
Tasks that count back from the renewal date
Time with a client
Your timeline, filtered by the company
A partner who needs CRM facts
The shared view, not a CRM seat
What a client tells you about the product
Note on the person, tagged #Feedback and shared with the team
A feature request or a bug
Task for the product team, tagged #Feature-request or #Bug, linked to each client who asked
A thought after a meeting
Voice note in Slack, then a task or note
A client review
Review note, linked to the client home
Tags
Client
#Northwind#Brightway#Oakfield
Where the client is
#Onboarding#Renewal-2027#Quiet
Requests and feedback
#Feature-request#Bug#Feedback
People lists
#Champions#Decision-makers
Use the same client name everywhere: in the tag, the client home and your CRM. Then search and filters find everything for that client.
Naming
Client home: Client home: [client].
Call notes: Call: [client], [date].
Reviews: Review: [client], [quarter].
Tasks: start with a verb, such as “Send the renewal proposal to Northwind”.
Chapter 09~2 min read · 30 min to do
The 30-minute setup
You can use this checklist to set up your first clients in half an hour. It does not need to hold everything to be useful.
0–5 minutesAdd the browser extension. Connect HubSpot, Airtable or Notion.You’ll have: A green icon on the websites of your clients.
5–10 minutesConnect your Google or Outlook calendars.You’ll have: The time you spend with each client, on your timeline.
10–20 minutesMake a client home for your three biggest clients. Add their Drive folder, the contract, the last review and the renewal date.You’ll have: One place to start for each client.
20–25 minutesAdd renewal tasks for each, counting back from the renewal date.You’ll have: Renewals that appear in your day early.
25–30 minutesShare the CRM view with your team and one partner. Add Humble to Slack and to your phone.You’ll have: The same facts for everyone, and a way to save things from anywhere.
The end state
You should be able to answer:
Do I know where each client stands?
What do we already know about this company?
Where does my time go, client by client?
What did we promise, and who is doing it?
Does everyone who works on a client see the same facts?
You bring the relationship and the judgement. Humble keeps the facts about each client connected, so nobody has to hold them all in their head.
See how it works in Humble
The plays in this guide use features available in Humble today.
See how Humble keeps your tasks, notes, people and the context around them connected.
This guide was written by the Humble team, based on how account managers and customer success teams can use the product in their day-to-day work.
It is a practical guide to one way of working, not the only way to look after clients. Every team and every client is different, so use the parts that help and change the rest.
HubSpot, Airtable and Notion connect to Humble. Google Drive folders are links you save with the browser extension, not an integration. Your team’s time with a client needs the Team plan. Northwind, its people and the numbers in the examples are made up. The guide describes Humble as of October 2026. Some product details may change over time.
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Usage report
Q3 review
Northwind files
