Renewal Risk Assessment

Goal

Produce a structured renewal risk assessment for a given account, including a risk rating, the top factors driving that rating, and a concrete save-or-grow action plan.

Trigger

Invoke when a renewal is 30–120 days out, or when a CSM flags unexpected churn signals on an account.

Steps

1. 1

   Using your connected tools (for example the CRM account record, call transcripts from Gong or similar, recent support tickets, product usage analytics, and email threads), gather everything relevant to $account_name: renewal date, ARR, product adoption trends, open escalations, stakeholder changes, NPS or CSAT scores, and any recent sentiment signals. If a needed tool isn't connected, ask the user to paste what's available.

   • □Renewal date and ARR confirmed
   • □Usage trend direction identified (up, flat, or declining)
   • □Recent sentiment signals captured (support tickets, NPS, call tone)
2. 2

   Identify and rank the top 3–5 risk drivers from the gathered data. Consider factors such as: declining product adoption, unresolved escalations, champion departure, competitive mentions, low feature utilization relative to contract tier, and weak executive engagement. Note the strength of each signal (strong / moderate / weak).

   • □At least one usage or adoption signal evaluated
   • □Relationship and stakeholder health checked
   • □Competitive or budget pressure signals noted if present
3. 3

   Assign an overall renewal risk rating of Low, Medium, High, or Critical. Justify the rating in 2–3 sentences by connecting the top risk drivers to the likely renewal outcome. Be explicit about what would need to change to move the rating down one level.

   • □Rating matches the weight of the evidence gathered
   • □Justification cites specific signals, not generic statements
4. 4

   Produce a save-or-grow plan tailored to the risk rating. For High or Critical accounts, focus on immediate save actions (executive outreach, escalation resolution, QBR scheduling, success plan reset). For Medium accounts, recommend stabilization moves. For Low accounts, recommend expansion or advocacy opportunities. Include 3–5 specific recommended actions with suggested owners and timelines.

   • □Actions are specific and time-bound (e.g., 'Schedule exec call within 7 days')
   • □Owner role is named for each action (CSM, AE, Support, VP)
   • □At least one action addresses the top-ranked risk driver directly
5. 5

   Summarize the full assessment in a concise brief suitable for sharing with a CSM manager or account team: account name, ARR, renewal date, risk rating, top 3 risk drivers (one line each), and the action plan. Keep it under 300 words and use clear section headers.

   • □All key fields present: ARR, renewal date, rating, drivers, actions
   • □Tone is factual and actionable, not alarmist

Output format

Deliver the assessment in clearly labeled sections: (1) Account Snapshot (ARR, renewal date), (2) Risk Rating with justification, (3) Top Risk Drivers ranked by severity, (4) Save-or-Grow Action Plan with owner and timeline per action, (5) Executive Summary under 300 words. Use bullet points within sections for scannability.