Workflows that defend and grow NRR
Boards read NRR before anything else. These plays attack it from both sides — churn caught early, expansion sourced from usage — with the numbers to defend every motion.
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.
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.
Expansion Signal to PQL Handoff Playbook 2026
Expansion revenue hides in usage data long before anyone asks for a bigger plan. Catch accounts that cross your expansion threshold — engagement high, seats nearly full, limits being hit — qualify them against a written PQL profile, and hand the sales-ready ones to an AE with the evidence attached. Everyone else gets in-app prompts instead of a pitch.
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.
AI Renewal Agent for the Long Tail 2026
The bottom 60% of your book gets no renewal motion — CSMs carrying 100–250 accounts can't cover it. This play gives those accounts a narrow agent with hard guardrails: a usage-backed renewal notice, standard quote, reminder cadence and payment, with any decline signal, discount ask or confusion routed to a human mid-thread. Measured against the do-nothing baseline it replaces.
Churned-Account Win-Back Playbook 2026
Every churned account is a lead with a documented objection, and your changelog eventually answers many of them. This play logs a reason code at churn, classifies winnability from the final engagement snapshot, watches for the unlock that answers the objection, and fires a win-back that says "you left because X; X shipped last month" to the person who made the call.
Health Score Backtest Playbook 2026
Every quarter close, join last quarter's health scores against actual outcomes and compute the score's precision and recall: how many churned accounts were red 90 days out, and how much warning the score really gave. RevOps kills the vanity inputs, reweights toward behavior, and publishes the scorecard so the score earns the trust it's asking for.
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.
Pricing Migration Without the Churn Spike 2026
Migrate the book to new pricing without torching NRR: segment every account by usage-fit against the new packaging, price delta and engagement, run sequenced comms per track with each account's own usage numbers as the evidence, put an AM on every flight-risk account with a time-boxed bridge offer, and monitor cohort churn per wave against a pause threshold you wrote down before wave one shipped.
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.
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.
Support-to-Expansion Goldmine Playbook 2026
Feature-request and limit-hit tickets from power users are pre-qualified expansion pipeline hiding in the support queue. This play catches the tagged ticket, qualifies it against engagement and plan data, routes the real opportunities to an AE as a PQL with the customer's own words attached, and measures support-sourced pipeline as its own number.
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.