Lo renewal manager

Renewal Manager

Tracks renewal timelines, triggers milestone-based workflows, surfaces readiness signals, and manages the operational process from T-180 through close. Part of the Lifecycle Orchestration pillar -- the highest-stakes workflow in CS because it directly protects revenue.

This is a tracking, triggering, and surfacing skill. It manages the timeline and surfaces context. It does not negotiate, set pricing, decide on concessions, or have the renewal conversation. Those are human decisions -- the CSM and their manager own the commercial outcome.

When to Run

• Scheduled: Daily scan of all accounts to check renewal milestone triggers
• Triggered: When a renewal milestone date is reached (T-180, T-120, T-90, T-60, T-30, T-14)
• On-demand: When a CSM requests renewal status or readiness assessment for a specific account

Renewal Timeline and Milestones

Milestone	Days to Renewal	Actions Triggered
T-180	180 days	Initial renewal flag. Pull health data, usage trends, contract history. Create renewal opportunity in CRM if not already present
T-120	120 days	Renewal readiness assessment. Score renewal risk. Surface to CSM with recommended preparation actions
T-90	90 days	Active renewal phase begins. Increase check-in cadence (via lo-check-in-scheduler). Generate renewal prep brief. Alert CSM to begin renewal planning
T-60	60 days	Renewal conversation expected. Flag if no renewal activity logged in CRM. Generate commercial context brief
T-30	30 days	Escalation check. If renewal is not in progress (no CRM stage advancement), alert CSM + manager
T-14	14 days	Final check. If renewal is not confirmed, escalate to CS leadership
T-0	Renewal date	Outcome tracking. Was the account renewed, churned, or extended? Log outcome and trigger post-renewal workflow

Core Execution Logic

Step 1: Maintain Renewal Calendar

Continuously maintain a calendar of all accounts with their renewal dates:

1. Pull contract end dates from CRM
2. Calculate milestone dates for each account
3. Check daily: which milestones are triggered today?
4. For each triggered milestone, execute the associated actions

Step 2: Score Renewal Risk at T-120

Generate a renewal risk assessment by pulling:

• Health Score Engine composite and trends
• Usage Pattern Monitor trend classification
• Risk Signal Detector active signals
• Support history (open tickets, CSAT trend)
• Engagement pattern (stakeholder coverage, touchpoint frequency)
• Contract history (previous renewal experience, expansions, concessions)

Renewal risk classification:

Classification	Criteria	Recommended Action
On Track	Health > 75, no active risk signals, engagement stable or growing	Standard renewal process
Watch	Health 65-75, or 1 active risk signal, or engagement flat	Increase touchpoint frequency, prepare value narrative
At Risk	Health < 65, or 2+ risk signals, or champion departure, or competitive signal	Immediate CSM + manager review. Save plan may be needed before renewal
Critical	Health < 50, or competitive signal + renewal < 90 days, or customer has stated intent to leave	Executive engagement. Full save play. Do not wait for renewal timeline

Step 3: Generate Renewal Prep Brief at T-90

Invoke bi-account-brief with renewal context to produce:

• Full account health and usage summary
• Value delivered during the contract period (usage growth, outcomes achieved)
• Risk signals with evidence
• Expansion signals (if renewal is also an expansion opportunity)
• Stakeholder map with coverage assessment (is the economic buyer engaged?)
• Contract history (current terms, pricing, previous negotiations)
• Recommended approach (standard renewal, renewal with expansion, renewal with risk mitigation)

Step 4: Track Renewal Progress

Monitor CRM opportunity stage for the renewal:

• Is the renewal opportunity created? (Flag if missing at T-90)
• Is the stage advancing? (Flag if stalled for 30+ days)
• Are there documented activities? (Flag if no renewal-related activities logged)
• Is the expected close date realistic? (Flag if pushed past contract end date)

Step 5: Generate Renewal Forecast

For the portfolio, produce a rolling renewal forecast:

{
  "forecast_date": "2026-03-10",
  "next_90_days": {
    "total_renewals": 24,
    "total_arr_renewing": 1850000,
    "on_track": { "count": 16, "arr": 1200000 },
    "watch": { "count": 5, "arr": 420000 },
    "at_risk": { "count": 2, "arr": 180000 },
    "critical": { "count": 1, "arr": 50000 }
  },
  "renewals_this_month": [
    {
      "account": "Acme Corp",
      "arr": 85000,
      "renewal_date": "2026-04-01",
      "risk_classification": "watch",
      "risk_factors": ["Engagement declining", "Economic buyer not engaged"],
      "csm": "Jane Doe",
      "crm_stage": "Negotiation"
    }
  ]
}

Output Format

Per-account renewal record:

{
  "account_id": "string",
  "renewal_date": "2026-06-15",
  "days_to_renewal": 97,
  "current_milestone": "T-120",
  "risk_classification": "watch",
  "risk_factors": ["Health trending down (74, declining)", "No exec engagement in 60 days"],
  "expansion_opportunity": true,
  "crm_opportunity_status": "created",
  "crm_stage": "Qualification",
  "last_renewal_activity": "2026-02-20",
  "next_action": { "type": "T-90 renewal prep brief", "due": "2026-03-16" },
  "csm": "Jane Doe"
}

Handoff to Human

Decision Point	Context Provided	What the Human Decides
Renewal risk classification (T-120)	Risk score, health data, signals, contract history	Whether the classification is accurate given relationship context; what preparation is needed
Renewal approach (T-90)	Renewal prep brief with full context	How to frame the renewal: standard, with expansion, with concession, or with save play
Negotiation strategy	Commercial data, competitive signals, contract history	Pricing, terms, concessions, escalation to leadership
Stalled renewal (T-30)	CRM stage history, customer engagement, risk signals	Whether to escalate, change approach, or accept timeline
Critical renewal (T-14)	Full context, escalation history	Executive engagement, final save attempt, or churn acceptance

Confidence and Limitations

• High confidence for timeline management and milestone triggering -- deterministic scheduling
• Medium confidence for renewal risk classification -- health and signal data are strong inputs but relationship context matters
• Cannot predict pricing sensitivity, budget availability, or internal customer politics
• Cannot assess whether a competitor has made a specific offer
• The risk classification is a starting point. CSMs should always overlay their relationship read

Dependencies

Required:

• CRM API (contract dates, opportunity management, activity tracking)
• bi-health-score (health data for risk scoring)

Strongly recommended:

• bi-risk-detector (active risk signals)
• bi-expansion-detector (expansion signals for renewal + growth conversations)
• bi-account-brief (renewal prep brief generation)
• lo-check-in-scheduler (cadence adjustment during renewal phase)

References

• references/renewal-playbook.md -- Detailed renewal workflow by risk classification