Workflows that de-risk renewals
The renewal is decided months before renewal week. Forecast audits, mid-term value reviews, right-size honesty and long-tail coverage — evidence-led renewal motions.
AI Agent Account Context Playbook 2026
AI agents are only as useful as what they know about the account. Give yours the whole picture — engagement and usage from Accoil, contract and pipeline from the CRM, billing from Stripe, support history, session replays — and every signal comes back as a one-page brief, a drafted outreach and a suggested next step. The CSM reviews and sends; the judgment stays human, the hour of prep doesn't.
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.
Support-Signal Escalation Playbook 2026
A ticket spike is annoying; a ticket spike on an account whose engagement is falling is a churn story being written in real time. Join the support queue to the product data, size the blast radius of every flare-up — value at stake, seats affected, days to renewal — and split the response: a reprioritized queue for contained problems, CSM and support lead in one thread for the threatening ones.
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.
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.
Community-Led Retention Loop Playbook 2026
Pick advocates on evidence, not volume: a sustained top-decile engagement signal fires the play, community and product data match each user to the right advocacy motion — community invite, review, reference, beta — the ask is personalized to what they actually built, and the advocate cohort's NRR is measured against a matched control so the program survives budget season.
Meeting-Prep Agent Playbook 2026
Call prep is a 15-minute scramble across CRM, analytics, tickets and old notes — and the CSM still gets blind-sided by the usage drop nobody surfaced. This play sends an agent instead: at T-minus 60 it pulls the score trend, seat changes, open tickets and last-call commitments, distills them into a fixed one-page brief, and posts it to Slack so the CSM walks in current.
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.
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.
Second-Value Seeding Playbook 2026
Accounts living on one feature look healthy and churn anyway. When a single feature crosses 80% of an account's usage for 30 days, this play matches the next-best feature from what similar accounts adopted and kept, then seeds it by segment: an in-app prompt where the dominant workflow naturally ends, a lifecycle sequence telling a use-case story, and a CSM bringing it to high- touch accounts.
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.