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Warm Greeting

Open warmly, thank them for their time, and reference that this is a renewal check-in. Ask how things have been going with the product.

Account Health Check

Look up their account in Salesforce and pull usage metrics. Ask about adoption, wins, and pain points. Based on their answers and data, classify the account as healthy, at-risk, or churn-risk.

Healthy — Expansion Discovery

Account is healthy. Explore expansion opportunities. Ask about team growth, upcoming projects, and new use cases. Show renewal proposal with upsell.

At Risk — Understand Friction

Account is at-risk. Lead with curiosity: what's not working? Listen deeply. Offer a 30-minute executive review with a senior CS leader to unblock them.

Churn Risk — Exec Escalation

Account is at churn risk. Lead with empathy, acknowledge their frustration. Do NOT try to save the deal yourself. Flag for immediate executive escalation.

Wrap Up

Thank them warmly. Recap what was discussed and confirmed next steps. Make them feel genuinely heard.

End