Free Tool

Renewal Timeline Planner

Map the critical milestones between now and renewal day. Know exactly when to start each conversation, before the window closes.

Internal health assessment

T−90 days

Update account health score

Refresh all signal inputs: satisfaction, delivery, utilisation, engagement, champion stability

CSM

Identify red signals

Flag any score below threshold and open a corrective action plan before the renewal conversation begins

CSM

Confirm champion and economic buyer

Verify contacts are still in role. A champion departure at T−90 requires immediate outreach to their replacement

Pull contract terms and pricing

Confirm renewal date, notice period, pricing structure, and any negotiated clauses from the previous renewal

Ops

Value documentation

T−75 days

Compile delivery evidence

Gather KPIs, project completions, SLA performance, and any other measurable outcomes from the contract period

CSM

Calculate ROI or value metrics

Translate delivery data into business impact in the client’s terms: cost saved, revenue generated, risk reduced

Document open issues and resolution status

List any unresolved issues with current status. Do not enter the renewal conversation with surprises

CSM

Internal renewal strategy

T−60 days

Set renewal target and floor

Agree internally on target ARR, minimum acceptable terms, and any expansion opportunities to introduce

Assess churn risk

Score the account against your churn risk framework. Define contingency plan if the client signals intent to leave

CSM

Exec alignment (if strategic account)

Brief executive sponsor. Confirm whether exec-to-exec outreach is appropriate before the renewal meeting

Exec

Renewal conversation

T−45 days

Schedule renewal meeting with economic buyer

Request time with decision-maker, not just operational contact. Frame it as a value review, not a contract discussion

Present value summary and next-year proposal

Walk through delivery evidence, open items, and renewal terms. Leave room for the client to raise concerns

Capture feedback and objections in writing

Document every concern raised. Each one becomes an action item with owner and deadline before the next touch

CSM

Close and handoff

T−30 days

Send contract for signature

Deliver final terms with a clear deadline. If no response within 5 business days, follow up directly with economic buyer

Ops

Confirm signed contract and update CRM

Record new ARR, terms, and renewal date in CRM. Reset the next renewal countdown

Ops

Kickoff next contract period

Schedule a short call to set expectations for year two. Confirm goals, contacts, and any changes to delivery scope

CSM

⚠ Most common renewal failures

Starting too late. If the first renewal conversation happens inside 30 days, you are negotiating under time pressure. The client knows it.

Meeting with the wrong person. Operational contacts cannot sign. Make sure the economic buyer is in the room at T−45.

Unresolved issues entering the conversation. Every open issue is leverage the client can use to justify a discount or delay. Close them before T−45.

No documented value. If you cannot show what the client got for their money, you are relying on relationship inertia. That fails more often than teams expect.

Run this process on every renewal

EvaluationsHub surfaces renewal dates, health scores, and open action items automatically — so your team always knows which accounts need attention and when.

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