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renewal-risk-review

Use this skill when renewals are coming up and you need to know which customers might not renew: "renewal risk review", "which accounts will churn", "prepare for renewals next quarter", "customer health check before renewal". Scores each upcoming renewal on usage, outcomes, relationships, support and commercial signals, flags at-risk accounts with evidence, and writes a save plan and the value-review outreach for each. Produces a renewal risk table and a 90-day action plan.

日本語の概要は準備中です。原文の説明を表示しています。

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Use this 90 to 120 days before renewals. Most churn is decided months before the renewal date; the review finds it while there is still time to change it.

Inputs

  • Renewals due in the next 120 days: account, value, date, plan.
  • Usage: active users against paid seats, trend over 90 days, key feature adoption.
  • Outcomes: what the customer said success looks like, and whether it happened.
  • Relationships: champion status, executive sponsor, last meaningful conversation.
  • Support and commercial signals: open escalations, late payments, price complaints, requests to downgrade.

The play

1. Score five dimensions

DimensionHealthyRisk
UsageActive users 70%+ of seats, stable or risingUnder 40% or falling 20%+ in 90 days
OutcomesA measurable result the customer agrees onNo agreed result, or "we're not sure it's working"
RelationshipsEngaged champion plus a sponsorChampion left or silent 60+ days
SupportIssues resolved, no open escalationsRepeated issues, open escalation
CommercialOn-time payments, no price pushbackDowngrade requests, procurement review, budget cuts

Each dimension: green 0, amber 1, red 2. Total 0-2 healthy, 3-5 watch, 6+ at risk. Any red on relationships or outcomes makes an account at least "watch".

2. Write the evidence

Each score cites a fact: "11 of 40 seats active, down from 26", "champion Priya left in August". No evidence, no score.

3. Plan the save

Main riskSave move
Low usageRe-onboarding for the team that matters most, with a 30-day target
No proven outcomeValue review with numbers before any renewal talk
Lost championFind and onboard the new owner; executive-to-executive check-in
Support painFix plan with dates, owned by a named person
BudgetRight-size the plan before they ask; protect the core use case

4. Open with a value review

Lead with what the customer got, not the renewal. Share usage, results, and what similar customers do next; ask what would make next year a clear yes.

5. Review weekly

Move accounts between bands as evidence changes. Escalate any at-risk account above a value threshold to a leader within the week.

What good looks like

  • Every risk score is backed by a fact a manager can check.
  • At-risk accounts get a save plan 90 days out, not a discount 9 days out.
  • The value review happens before the renewal conversation.
  • The common mistake is a health score built from logins alone, which misses the account whose one power user logs in daily while the budget owner has already decided to cancel.

Rules

  • MUST cite evidence for every score.
  • MUST run the review at least 90 days before renewal.
  • NEVER lead a renewal conversation with a discount.
  • NEVER mark an account healthy when its champion has left and no new owner is engaged.

Example prompts

  • "Here are our 40 renewals for next quarter with usage data. Which are at risk and what do we do?"
  • "Build a renewal risk scorecard our CS team can run monthly."
  • "Write a value-review email for an account whose usage dropped 30%."

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