Renewal & Upsell Playbook

Protect Revenue and Grow Every Account

Renewal & Upsell Playbook turns your customer base into a predictable growth engine. Instead of scrambling 90 days before renewal, this skill monitors usage signals, engagement patterns, and account health indicators continuously — flagging churn risks early and identifying expansion opportunities when customers are most receptive. It's the difference between reactive renewal chasing and proactive account growth.

How It Works

Connect your customer usage data, support tickets, NPS scores, and CRM records. The skill builds a health score for each account based on product adoption depth, feature utilization trends, support sentiment, executive engagement, and contract utilization vs. entitlement. It classifies accounts into risk tiers (healthy, at-risk, critical) and opportunity tiers (expand-ready, nurture, stabilize). For at-risk accounts, it generates save plays. For expand-ready accounts, it drafts expansion proposals with specific upsell/cross-sell recommendations.

What's Included

• Account Health Scorer: Multi-signal health scoring combining usage, engagement, support, and relationship indicators
• Churn Risk Predictor: Early warning system identifying at-risk accounts 90+ days before renewal with specific risk factors
• Expansion Opportunity Finder: Identifies accounts ready for upsell/cross-sell based on usage patterns and growth signals
• Save Play Generator: Creates account-specific retention strategies for at-risk accounts with talking points and concessions
• Renewal Proposal Builder: Auto-generates renewal proposals with pricing, usage recaps, and value delivered summaries
• QBR Preparation: Builds customer QBR content with usage metrics, ROI achieved, and expansion roadmap