← ALL PLAYBOOKS
── PLAYBOOK · CUSTOMER SUCCESS
✓ APPROVED

Save an at-risk renewal

A renewal is slipping. Catch it early and save it before it is a loss.

Install the whole playbook ↓
[ BUILT GTM ]

Save an at-risk renewal

Solvethe problem worth solving
Problem · 01CS

A renewal is slipping.

Catch it early and save it before it is a loss.

Stackthe workflow, box by box
Salesforce01
Get a renew-or-not verdict on every renewal before the meeting.
Call the verdict and the risk before the meeting, not a checklist.
Powers up with
AI
Gong02
Read the whole relationship at a glance.
See if the champion has gone dark.
Powers up with
AI + human
Amplitude03
Run a churn-save on the real reason, not the stated one.
Diagnose the real reason behind that verdict, then build the sequenced save plan that verdict alone does not produce.
Powers up with
AI
Salesforce04
Walk into the renewal with a plan, not a flinch.
Protect net retention in the renewal conversation.
Powers up with
AI
Splithow control passes: agents branch left, humans right
HUMAN + AI, IN THE LOOP
How control passes.
AgentsHuman
Agent01
Get a renew-or-not verdict on every renewal before the meeting.
Salesforce runs it.
AI + human02
Read the whole relationship at a glance.
AI drafts, a human checks.
Agent03
Run a churn-save on the real reason, not the stated one.
Amplitude runs it.
Agent04
Walk into the renewal with a plan, not a flinch.
Salesforce runs it.
The skills run the work. You stay in the loop on the calls that need judgment.
Outputwhat the workflow produces
OUTPUT · 01

An early verdict

OUTPUT · 02

The real reason

OUTPUT · 03

The right levers

OUTPUT · 04

A save sequence with exit criteria

Outcomethe result it drives
OUTCOME · 01

Churn and downgrades down 28%

Proactive retention: a 90-day early-warning motion.

Built GTM
── 01 / WHY RUN IT
RUN THIS AND YOU CAN
✓An early verdict
✓The real reason
✓The right levers
✓A save sequence with exit criteria
── 02 / THE RUN, STEP BY STEP

The workflow that solves it, one step at a time.

Each step is the plain question you are already asking. The skills answer them in order, one handing its receipt to the next.

1✓ TESTED
Get a renew-or-not verdict on every renewal before the meeting.

Combines adoption, champion stability, support sentiment, and competitive signals into one per-deal verdict.

YOU GETThe adoption / champion / sentiment inputs and the renewal verdict.
POWER IT UPSalesforceHubSpotAttioPipedriveDynamicsAmplitude
OPEN THE SKILL →
2✓ TESTED
Read the whole relationship at a glance.

Puts meetings, replies, and sequence activity on one timeline and flags the moment a champion goes dark.

YOU GETThe relationship timeline and the champion-drop detector.
POWER IT UPGongChorusFirefliesOtterAvomaFathom
OPEN THE SKILL →
3✓ TESTED
Run a churn-save on the real reason, not the stated one.

Diagnoses the actual cause, matches commercial and non-commercial levers to it, and runs a multi-touch save sequence.

YOU GETThe root-cause diagnosis, the lever match, and the save sequence with exit criteria.
POWER IT UPAmplitudeMixpanelPostHogHeapPendoSegment
OPEN THE SKILL →
4✓ TESTED
Walk into the renewal with a plan, not a flinch.

The value recap, price and term options, the concession ladder, and the answer to 'we want a discount,' protecting net retention.

YOU GETThe value recap, the options, the concession ladder, and the floor.
POWER IT UPSalesforceHubSpotAttioPipedriveDynamicsGainsight
OPEN THE SKILL →
WHERE YOU LAND

An early verdict, the real reason, the right levers, and a save sequence with exit criteria.

EVERY STEP, TESTED AND PASSED
EVAL RESULTPASS4/4 dimensions
HOW WE EVAL →
✓Skills resolve
✓Structure + proof
✓Example chat
✓Quality judge
  • All 4 chained skills resolve to real, scored skills.
  • Has a problem, an outcome, 2+ steps, and proof from a real build.
  • Ships an example chat showing the play run in Claude.
  • Reads in plain operator voice, grounded in a real build.
Last eval run 2026-08-05
DEEP EVAL · PASS
THE STANDARD →

We did not just check the structure. A judge read this play against the full text of every skill it chains (composition), then ran it on a real scenario end to end (simulated). It passed both. Test scenario: Priya, a CSM, has a renewal in 45 days that 'feels off' and needs a straight read plus a save plan.

── 03 / SEE IT RUN

Watch the skills answer in order.

Describe your situation in plain language. The right skill fires on its own and hands its receipt to the next.

EXAMPLE CHATPriya, a CSM, running the loop in one sitting
P
I've got a renewal in 45 days and something feels off. Can you give me a straight read on whether it renews?
S
Step 1· Renewal Health Analyst
Combined adoption, champion stability, support sentiment, and competitive signals into one verdict. Adoption dropped a third since Q1, the original champion left in March, and two support tickets went unresolved. Verdict: at risk.
adoptiondown 34%
championgone
Receipt
Renewal verdict: at risk, driven by champion loss and a 34% adoption drop.
P
Walk me through what's actually been happening in the relationship. When did it start slipping?
S
Step 2· Conversation Analyst
Put every meeting, reply, and sequence touch on one timeline. The slip started right when the champion left in March, replies got slower, and the new stakeholder has never joined a call. That's the champion-drop moment.
Receipt
Timeline shows the drop-off began at the March champion exit, 3 unanswered touches since.
P
Okay, I need to actually save this. What's the play?
S
Step 3· Save Play
Diagnosed the real cause, not the stated one, this is an orphaned account with no internal owner, not a product gap. Matched levers to that: re-anchor with a new economic sponsor and rebuild value, not a discount. Built a multi-touch save with exit criteria.
Receipt
Save play built on the real root cause, 4-touch sequence to re-sponsor the account.
P
They're going to ask for a discount to stay. How do I handle the renewal terms?
S
Step 4· Renewal Negotiation
Wrote the value recap, laid out price and term options, and built a concession ladder so any discount buys us a multi-year term or an exec sponsor. Set the floor that protects net retention and scripted the answer to 'we want a discount.'
floorflat renewal
trade2-yr term
Receipt
Renewal plan protects net retention, save path closes the renewal flat on a 2-year term.
── 04 / SEE IT IN PRODUCTION

Before you run it, I ran it for real.

This workflow is genericized from a real build. Here is the number it moved, and what I actually did.

THE BUILD · RETENTION + NRR
Proactive Retention
-28%
churn and downgrades, the year I took over
7 figures
churned-customer win-back the same read produced
66%
of renewals were getting zero renewal activity
69 to 180 days
first renewal touch, moved from late to early
WHAT I DID ›
01
Build the autopsies first. I ran churn, closed-won, and closed-lost analyses to learn what actually predicted a loss. Not opinions, patterns. You cannot build an early-warning system until you know what the early warnings are.
02
Give every CSM a book-of-business view. One place that showed every account, its health, its renewal date, its risk. Not a spreadsheet someone updated when they remembered.
03
Score the risk. Account-health churn-risk scoring that flagged the accounts turning cold while there was still time to do something. The signal, not the surprise.

If your CSMs find out about churn from the customer, you do not have a retention motion, you have a notification system. Build the autopsy, score the risk, and start the renewal conversation ninety days out.

Dig into the full build →
05 / INSTALL THE WHOLE PLAYBOOK

One plugin. 4 skills, bundled.

The whole playbook installs as a single plugin in Claude Code, no copy-pasting 4 times. Or grab any single step above. It runs on what you paste; connect your stack to go live.

OR KICK IT OFF IN CHAT
“Here is my situation: [describe your workflow or account in a sentence or two]. Walk me through Save an at-risk renewal step by step, and run each skill as we go.”
── GET THE NEXT PLAYBOOK

One runnable workflow a week. Free.