Workflows for account managers
Renewal radar, shelfware honesty, champion-departure warnings and executive-change plays — how AMs keep a book healthy with evidence instead of check-ins.
Churn-Risk Save Playbook 2026
Catch accounts sliding toward churn while there is still time to act: an engagement-score drop fires the play carrying the score trend, active-user percentage and the features that went quiet; revenue context gets attached automatically; high-value accounts route to a CSM save motion within 48 hours and everyone else enters an automated re-engagement track.
Monday-Morning Account Triage Playbook 2026
Most CSM weeks are planned by the inbox: whoever emailed last gets the attention. This play starts the week from the product data instead — a Monday digest of the biggest score moves, stalled onboardings and upcoming renewals, triaged in fifteen minutes into three piles: save touches to make now, expansion signals for sales, and thriving accounts to leave alone.
Renewal-Risk Radar Playbook 2026
Renewals are lost in the quiet months before the date, not on the renewal call. Ninety days out, grade every renewing account against its own healthy baseline — engagement trend, active seats, champion activity — and sort the quarter into three lanes: green accounts queued for expansion review, watch accounts getting a value touch, and at-risk accounts entering a save plan.
Seat & Feature-Adoption Upsell Playbook 2026
Accounts tell you what they'd pay more for by how they use what they have: a feature worked to its limit, seats stretched past the contract, power users deep in add-on territory. Read feature-by-feature adoption against the plan they pay for, find the entitlement gaps, and route each to the right motion — an evidence-backed add-on demo or a seat true-up at the QBR.
Champion Departure Early-Warning Playbook 2026
Catch a champion's departure from their usage, not their bounce-back email: a key user's engagement flatlining for 14 days fires the play carrying their score, last-seen date and the account-level damage; job-change data confirms the exit; and the CSM runs a multi-thread play — two new stakeholders mapped, the successor re-onboarded — before the renewal ever feels the hole.
Ghosted Account Re-Engagement Playbook 2026
Ban the "just checking in" email and replace it with the customer's own data: 30 days of silence plus a declining engagement score fires the play carrying the score trend, the last meaningful action and the features gone quiet — so every touch, from the value-led email to the AM's insight call to the physical send for high-ARR accounts, opens with something they didn't know about their own usage.
Multi-Year Deal Decay Watch 2026
Multi-year contracts remove the renewal forcing function — accounts die in year 2 and everyone finds out in year 3. This play rebuilds the checkpoint: every contract anniversary re-baselines engagement against the day they signed, and the delta routes the account — decaying books get a mid-term value review that re-sells the original business case, compounding books get an expansion review.
New Executive, New Rules Playbook 2026
A new CFO or CTO runs a tool audit in their first 90 days, and tools they didn't buy die first — your renewal was decided the day they were hired. This play catches the hire the week it happens, enriches who they are and what stack they came from, scores how visible your value is to someone who wasn't there for the sale, and puts the AM in front of them — in their frame — before procurement asks.
Customer Layoffs Counter-Play 2026
When a customer announces layoffs your ARR already shrank — you just haven't been told. This play hears the news first: Clay's enrichment catches the layoff, Accoil rechecks seats and engagement against it, and the AM shows up with a right-size-and-retain offer before the customer asks — while the surviving team gets re-onboarded and the forecast gets the truth.
Renewal Forecast Truth Serum Playbook 2026
When an account enters the 120-day forecast window, compare what the CSM called it against what the usage data says: accounts forecast commit or safe while engagement declines get auto-flagged onto the pipeline review agenda, the CS leader re-grades with the evidence on the table, and every override gets logged with a reason code — so forecast accuracy becomes a measured number that improves.
Second-Department Expansion Playbook 2026
Usage spreading across team boundaries is visible in the product data weeks before anyone asks for seats. This play detects the new-team usage cluster, qualifies the beachhead on week-2 retention, gets the champion to make the warm intro, onboards the new department onto its own use case, and books the deal as a second-department expansion — not a seat upsell.
The Shelfware Confession Playbook 2026
When seat utilization sits under 60% for 60 days, take it to the customer before procurement finds it: build a utilization truth doc — what's used, what's dormant, what activation would take — and have the AM present both paths honestly, a reactivation plan or a clean right-size quote. Right-sized accounts renew with trust intact and expand later, because the next quote is credible.
Usage Bill-Shock Absorber Playbook 2026
Catch a usage spike mid-cycle — 40%+ above the account's trailing three-month band — and let engagement data decide what it is: healthy growth gets an AM call before the invoice lands, reframed as a plan conversation; a runaway script gets a named-meter alert and an offered cap. Expansion instead of dispute, and zero surprise invoices.
Every playbook, one download
All 31 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.