Workflows that de-risk renewals
Renewal windows, forecast checks, mid-term reviews and long-tail renewals – evidence from the customers who renewed, months before the date.
Monday-Morning Account Triage Playbook 2026
Your best customers show you what good looks like. Every Monday, this play compares each account in a segment with that benchmark, ranks what each gap is worth, caps the list at what your team can run, and puts the week's moves on the account records in your CRM: close a gap, grow the upside, or leave it alone with the reason noted.
Second-Value Seeding Playbook 2026
Your best customers show you which feature comes after the first. This play checks every account against them each week, finds the feature customers like it added next and kept, and puts the move on the account in your CRM: an in-app prompt and a short story, the CSM on the next call – or no move, with the reason noted.
Renewal-Risk Radar Playbook 2026
Renewals go best when the account already looks like your customers who renewed. From 90 days out, this play compares every renewing account with them each week – usage and revenue – checks the records, and puts one move on the account in your CRM: an expansion look, a value review, a save plan with the CSM – or no move, with the reason noted.
Churn-Risk Save Playbook 2026
Your customers who renewed show you what steady use looks like. This play checks every account against that benchmark each week, catches the ones drifting further away while the gap is still worth closing, and puts the move on the account in your CRM: a save conversation, a re-engagement sequence your team chose to automate – or no move, with the reason noted.
Champion Departure Early-Warning Playbook 2026
Your best accounts rest on more than one person: several active users and a senior sponsor. Each week this play counts relationships for every account in a segment against that benchmark, with the champion's silence and job-change data as evidence, and puts one move on the account in your CRM: a second-contact ask, a sponsor intro, a successor welcome – or no move.
Ghosted Account Re-Engagement Playbook 2026
Your renewed customers use the product and talk to you on a steady rhythm. This play finds accounts with healthy usage that have stopped talking, confirms the quiet is real, and puts the move on the account in your CRM: a note built on their own usage, an insight call, a card – or no move, with the reason noted.
The Shelfware Confession Playbook 2026
Seats paid and seats in use drift apart. This play compares each account's seat use every week with customers its size that renewed at the same or higher revenue, checks the records before calling it a gap, and puts one move on the account in your CRM: a seat review with both paths, a reactivation plan, a right-size quote – or no move, with the reason noted.
Health Score Backtest Playbook 2026
Put the health score you already have beside what happened at last year's renewals: what it caught, what left while green, which red flags renewed fine, how much warning it gave. If it held up, keep it and retest next year. If it fell short, rebuild on a benchmark of what your successful customers did, picked on earlier renewals and tested on later ones.
Usage Bill-Shock Absorber Playbook 2026
A usage spike can be the best news an account sends you. This play catches it mid-cycle, compares it with how your customers who moved up a plan grew, and puts a drafted move on the account in your CRM before the invoice lands: a plan conversation, a note naming a runaway meter – or no move, with the reason noted.
AI Renewal Agent for the Long Tail 2026
Small renewals go best when they're handled on time, and your team's hours go further on the accounts that need a person. This play checks every renewal below your long-tail line against customers who renewed, then picks a lane: leave it alone, a renewal agent your team set up for standard terms, or the AM – with every step on the CRM record.
AI Agent Account Context Playbook 2026
Walk into customer calls current, with the account on one page instead of five tabs. When a move lands on an account or a customer meeting is booked, a one-page brief goes on the CRM record: the gap against your successful customers, the recommended move and its evidence, and what's still open. Your team reads it, decides and sends.
Renewal Forecast Truth Serum Playbook 2026
Your customers who renewed show what a safe renewal looks like. From 120 days out, this play checks each forecast call against that benchmark every week, usage and revenue, and puts only the disagreements on the pipeline review – or no move where the two agree – with every re-grade and override recorded on the account in your CRM.
Support-Signal Escalation Playbook 2026
Fix a bad week fast and keep the account informed. When tickets spike, this play compares the account's support load and usage with your successful customers, then splits the response: a reordered queue and a note for contained problems, or the CSM and support lead on one plan, on the account record in your CRM.
Customer Layoffs Counter-Play 2026
When a customer cuts staff, the goal is to keep the logo and an expansion path for when they rehire. Layoff news starts this play; the check compares seats and usage with the account's pre-news level and your successful customers. Real impact gets a right-size-and-retain offer and a revised forecast on the CRM record; no impact yet gets no move and a 30-day recheck.
New Executive, New Rules Playbook 2026
A new executive who owns your budget line is a chance at a second sponsor. Your best accounts make their value easy to see from the top. This play checks each account with a new exec against that benchmark and puts one move on the account in your CRM: a briefing in the exec's terms, a refreshed value summary – or no move, with the reason noted.
Multi-Year Deal Decay Watch 2026
A multi-year deal takes the renewal date off the calendar for years. This play puts a check on every contract anniversary instead: it compares the account with customers who renewed, at the same contract month, and with its own first year, then puts one move on the account in your CRM – an expansion look, a value review, or no move until the next anniversary.
Pricing Migration Without the Churn Spike 2026
New pricing is a chance to put every customer on the plan that fits how they already work. This play sorts each account by its usage against the new packaging and your successful customers, then runs the move on the CRM record: a wave notice, an upgrade case, a call first – or no move until renewal, with the reason noted.
Community-Led Retention Loop Playbook 2026
Your advocates are already in your data: the accounts and people using the product well past what your successful customers do. This play takes them from the weekly check, looks for a reason to wait, and puts one ask on the account in your CRM: a community invite your team chose to automate, a CSM's personal ask – or no move, with the reason noted.
Every playbook, one download
All 32 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.