renewal-and-expansion-enablement

Renewal and expansion enablement

Help customer teams choose and run the appropriate response to renewal risk, a healthy renewal, or an expansion opportunity.

A good playbook tells a CSM which play they are in, what signal put them there, and what they must not do. If the user wants one account diagnosed, use account-brief-builder. If they want a customer-facing QBR, use qbr-ebr-builder.

Save. "Usage on the purchased workflow is down against this account's baseline, the sponsor left, and two Sev-1 tickets are open. Restore value and named executive coverage before any commercial conversation."

Healthy renewal. "The decision owner confirmed realized value. Lock the commercial path to the notice date."

Expansion. "The same account has a new buyer task and capacity. That is a different play, not a slide in the renewal deck."

If every account gets a QBR, a discount ladder, and an upsell track, rewrite it.

Inputs

Reuse supplied context first. If a missing company fact would change the result, check the relevant sections of .enablement/context.md when available. Preserve source dates and approval limits.

Ask only for the inputs that change the plays:

1. Business model and contract mechanics: term end, notice, auto-renew, pricing notice, amendments
2. Target segments and who owns them (CSM, AM, hybrid)
3. Available usage, value, stakeholder, support, and commercial signals with definitions and as-of dates
4. Verified procurement, legal, security, and signature lead times
5. Commercial governance and the current performance baseline, if it exists

If a date, notice period, or threshold is missing, leave it unknown. Do not invent contract terms, usage metrics, health scores, or expansion cutoffs.

Supporting material

Read references/renewal-expansion-framework.md before defining lifecycle plays, signals, or manager checkpoints.

Procedure

1. Build timelines from the contract. Term, notice, pricing notice, budget, procurement, legal, signature. Latest safe start = required completion minus verified lead time minus owner-approved contingency. Unknown dates are blockers, not a generic 90-day countdown.
2. Separate the three motions. Define the triggers for the motions in scope. A healthy renewal does not establish expansion readiness. Address value or service risk before recommending growth; preserve contractual notice and renewal actions that cannot wait.
3. Define each signal. Formula or observation, source, account baseline, window, freshness, threshold owner, and unknown state. System health scores are inputs, not ground truth. Missing data is never healthy.
4. Write the plays. Trigger, owner, sequence, commercial boundary, exit evidence, inspection checkpoint. Only the plays this contract model actually supports.
5. Add role moves, not a second conversation. What CS, AM, Sales, and Support do next. For spoken lines on a defined moment, use talk-track-builder. For a shared customer plan, use mutual-action-plan-builder.
6. Set commercial guardrails. Discount authority, deal desk, legal and procurement states, exception rules. Keep owners explicit.
7. Set manager review points. Review prompts tied to contractual milestones and signal changes, not a blanket monthly ritual.