Walk into every renewal already knowing the answer
We find what came before churn in your accounts and put renewal and expansion context in front of your CSMs weeks ahead, inside the tools they already use.
What you're after
Fewer surprise churns
Risk flagged while there's still time to act, weeks before the renewal call.
A new sponsor before the old one is missed
When a champion leaves, the CSM hears first, with a plan.
Expansion found early
Accounts that look like your past expansions, flagged for the CSM who owns them.
Why health scores haven't saved renewals
CS platforms are good systems of record. Keep yours.
- A health score built from opinion
- Renewal prep that's a scramble through tickets and calls
- Expansion that waits for the customer to ask
- Risk defined from what came before churn in your accounts
- A diagnosis, a likely new sponsor and a plan in the CSM's queue
- Expansion signals sent to the CSM who owns the account
One play we'd run for customer success
Illustrative. Companies, people and numbers are fictional. Northwind sells route-planning software to logistics companies. Here's its CS team's revenue play for a champion who leaves.
| Part | What it looks like |
|---|---|
| Who → action | Customers whose Director of Fleet left → the new sponsor commits to a plan |
| The moment | At risk → renewal |
| Agents read first | Job changes, usage, tickets and the renewal date |
| Your team approves | The CSM approves the diagnosis, the likely new sponsor and every first message to them. |
| The customer sees | An introduction, last peak season's results in their numbers, a 30-day plan |
| How it's read | Days: a meeting with the new sponsor within 14 days. Weeks: renewals signed, against flagged accounts that didn't get the play. |
The alert a CSM gets on Monday
Illustrative. Companies, people and numbers are fictional.
account: Brookline Distribution · renews in 94 days · $86K
what changed: Director of Fleet left 9 days ago (source: LinkedIn)
usage: route plans down 22% in 21 days
likely new sponsor: Marcus T., Head of Dispatch, on 3 of the last 5 calls
suggested plan: intro call, value review, 30-day plan · waiting for youThe CSM approves, edits or drops it. Nothing reaches the customer until they do.
Jobs we take on for CS teams
What we build for customer success
How we get you there
- Step 011
Connect your data
Pull usage, tickets, job changes, contracts, calls and the CRM into one place you own.
- Step 022
Prioritize by revenue impact
Find what came before churn and expansion in your own history, and size the renewal revenue at risk.
- Step 033
Ship into the tools your team uses
Ship a weekly alert into the CRM, CS tool or Slack, with a diagnosis and a plan.
- Step 044
Keep improving
Compare saves with flagged accounts handled the usual way. Keep, change or retire the play.
GTM AI Bootcamp
Start with a bootcamp. Within 4 weeks your CSMs run one play on one segment of renewals, built on your account data with your team and read against flagged accounts handled the usual way. You give us read-only access and two sessions a week. We build it. $5,000 for the first five teams, then $10,000, credited toward Implementation if you continue.
Before you book
Have you shipped these CS plays before?
Not as client results yet. Most of our work so far is in marketing, SDR and sales. The method is the same, and we'll tell you on the first call whether renewals are where your revenue leaks.
Our CSMs are overloaded. Who builds this?
We do. CSMs review the alerts and plans, and that's the only new work.
We already have a CS platform and our own automations.
Keep both. We feed them better context or build next to them. How we work with in-house builders.
What data and access do you need?
Usage, tickets and the CRM to start. Exports are fine, and call recordings make it better. We'll walk your security team through access before kickoff.
Find the renewal revenue at risk
30 minutes. Bring your next two quarters of renewals.
Book a call