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.
Inside: The root-cause diagnosis, the lever match, and the save sequence with exit criteria.
Install it in one line, or paste it in.
~/.claude/skills/ and runs automatically when it is relevant.Connect your context. Set it to your motion.
it reads the account, ARR, renewal date, contacts, and open cases automatically.
shows whether usage is actually falling, and where it fell off first.
surfaces the unresolved pain the customer may not be naming.
This was built for a B2B SaaS org saving at-risk renewals. Set these to your stack:
Diagnose before you discount. A price cut aimed at a product problem loses the money and the account both.
| Set this | What it is | Default / Example |
|---|---|---|
| RISK signals | what flagged the account | usage dropquiet sponsorescalationnon-renewal notice |
| USAGE source | where adoption lives | product analyticsa usage export |
| SUPPORT source | where unresolved pain lives | ticketing toolescalation log |
| COMMERCIAL levers | what you can offer | discountterm changeright-sizepause |
| NON-COMMERCIAL levers | what you can do without price | exec sponsorre-onboardingnew use caseroadmap commit |
| RENEWAL field | the renewal date and ARR | Account.RenewalDateAccount.ARR |
| SAVE window | days you have to work the play | 60 (re-tune to your notice period) |
Everything the skill does, in full.
Takes an at-risk account and builds the play to save it: the real reason it is slipping (which is rarely the reason first given), the levers you can actually pull (commercial and not), and a multi-touch sequence with owners and dates so the save is a plan, not a hope. It is honest about when an account is not savable, so you spend your effort where it pays.
- 1Diagnose the real reason
The stated reason ("too expensive") is usually a symptom. Trace it to the root: low adoption, a lost champion, an unresolved escalation, a use case that never landed, a reorg, a competitor. Show the evidence, usage trend, ticket history, sponsor activity, that points to the real cause. Fix the wrong reason and you lose the account anyway.
- 2Match levers to the cause
Commercial levers (discount, shorter term, right-sizing seats, a pause) fix commercial problems. Non-commercial levers (an executive sponsor, re-onboarding, a new use case, a roadmap commitment, a success plan reset) fix value and relationship problems. Most saves need the non-commercial lever first; the discount alone rarely holds.
- 3Build the multi-touch sequence
A save is a sequence, not a single call. Space the touches across the save window: an acknowledgment, a working session on the real issue, a value or plan reset, an executive touch, the commercial conversation last. Each touch has an owner, a date, and a goal. One heroic email saves nothing.
- 4Set the exit criteria
Name what "saved" looks like (renewed, re-engaged, a signed plan) and what "not savable" looks like (no sponsor will engage, the decision is made above your line). Call it early. Effort spent on a dead account is effort stolen from a savable one.
- 5Escalate deliberately
Say when to pull in a leader or an executive sponsor, and for what. Escalation is a lever, not a panic button. Use it on the touch where a peer-level voice changes the room.
- The diagnosis names a root cause with evidence, never just the stated reason.
- Commercial levers are matched to commercial causes, not thrown at value problems.
- The sequence has owners and dates on every touch, and the commercial ask comes last.
- The play states its exit criteria, including when to stop. Not every account is savable.
SAVE PLAY · sample account · renewal in 52 days Stated reason: "too expensive" Real reason: adoption fell after the champion left; usage down sharply Evidence: weekly seats dropped by half, sponsor quiet 40 days, 1 open escalation Levers: Non-commercial (first): new exec sponsor intro, re-onboard the team, reset the plan Commercial (last): right-size seats to actual usage, hold the rate Save sequence (52-day window): 1. Day 0 CSM acknowledge, book a working session 2. Day 5 CSM resolve the open escalation 3. Day 14 CSM+Lead re-onboarding + plan reset with the new sponsor 4. Day 30 Exec executive-to-executive value check 5. Day 45 CSM commercial conversation, right-size to usage Exit criteria: saved = signed plan + renewal. Not savable = no sponsor engages by day 20.
The usage drops, day counts, and any figure come from the data you paste or the tools you connect. Nothing above is a real customer number; it is illustrative. When the skill cannot see whether usage actually fell, it marks the diagnosis provisional and names the input, a usage export or ticket history, that would confirm it.
Where an operator takes this next.
The diagnosis proves the account is worth the effort. Here is the version that catches it earlier and runs itself.
The account gets diagnosed correctly before anyone reaches for the discount.
Connect your product-analytics tool so a usage drop past a set threshold opens a save play in Salesforce before the customer says a word.
Push the multi-touch plan into Salesforce tasks so "Day 5, resolve the open escalation" shows up as an assignment, not a line in a doc.
Schedule a Claude task to check the day-20 checkpoint and alert the CSM lead the moment an account crosses from savable to not.
One skill is the on-ramp.
A single skill does one job. Chained into a playbook, or run as a full build, it becomes a system. Here is where this one plugs in.