Opens on reph with the template ready to start. No account needed; sign in to keep your document.
Use it when
An account up for renewal shows warning signs, and the team needs to agree how serious it is, who owns the save, and what we will offer
Who it's for
Customer successSalesManagerExecutive
Part of a kit
Customer success, step 6 of 6. Discovery interviews, onboarding plans, call notes, account plans, QBRs and the renewal risk review.
Filled example
The template filled in for a made-up company, so you can see what good looks like.
Renewal risk review: Brightwater Health
Owner: Marcus Lee · Date: 2026-09-22
Account snapshot
Customer: Brightwater Health
ARR at risk: $148,000
Renewal date: 2026-12-31
Risk level: High
Health signals
Active seats
96
▼ -31%
Weekly logins
410
▼ -27%
Open tickets
14
▲ +9
NPS
12
▼ -26
Active seats over the last six monthsView data
month
active seats
Apr
140
May
138
Jun
131
Jul
118
Aug
104
Sep
96
Risk drivers
Driver
Evidence
Severity
Champion left
Alicia Gomez (Director of Ops) left in July; no replacement named
High
Low adoption
Two of five clinics stopped logging in after the July reorg
High
Competitor in evaluation
New COO said on the 2026-09-10 call: "We are looking at what Lumen Labs offers."
Med
Budget cut
No evidence yet; procurement asked for a 3-year price, which may be a lever
Low
What we know about the decision
Economic buyer: Grant Hollis, COO (joined June)
Decision date: Budget locks on 2026-11-15
Alternatives they are considering: Lumen Labs, and building on their existing intranet
Save plan
Concessions on the table (need approval): 10% discount for a two-year term; 20 seats of free training credits.
Owner
Save plan owner: Marcus Lee, CSM
Executive sponsor on our side: Ana Duarte, VP Customer Success
Next review: 2026-10-06
Decision
Decision
Date
Decided by
Notes
Pursue save
2026-09-23
Ana Duarte
Approved training credits now; discount only if they sign a two-year term by 2026-11-15
The template
Show the blank template
Renewal risk review
Owner: [your name] · Date: [date]
Account snapshot
Customer:
ARR at risk:
Renewal date:
Risk level: Low / Medium / High
Health signals
The numbers behind the worry. Compare to the same point last quarter so the direction is clear.
Active seats
0
▲ +0%
Weekly logins
0
▲ +0%
Open tickets
0
▲ +0
NPS
0
▲ +0
Active seats over the last six monthsView data
month
active seats
Month 1
0
Month 2
0
Month 3
0
Month 4
0
Month 5
0
Month 6
0
Risk drivers
Why they might leave, ranked. Quote the customer where you can; a guess is labelled as a guess.
Driver
Evidence
Severity
Champion left
Low / Med / High
Low adoption
Low / Med / High
Competitor in evaluation
Low / Med / High
Budget cut
Low / Med / High
What we know about the decision
Who signs the renewal, when they decide, and what they compare us against.
Economic buyer:
Decision date:
Alternatives they are considering:
Save plan
Concrete actions with dates. "Increase engagement" is not an action; "run admin training for the new owner on 14 May" is.
Concessions on the table (need approval):
Owner
Save plan owner:
Executive sponsor on our side:
Next review:
Decision
Filled in by the approver. Record the outcome even if it is "let it churn", so the churn analysis has a reason.
Decision
Date
Decided by
Notes
Pursue save / Accept churn / Escalate
Questions
When should I write one?
At least 90 days before renewal, or as soon as two health signals turn red
Who decides on concessions?
The person named in the decision record, usually the CS or sales leader, never the CSM alone
What if the customer is leaving anyway?
Record it honestly, plan a clean exit, and capture the reason for the churn analysis
Fill it with your agent
Connect Claude to reph over MCP, then paste this. The draft arrives as suggestions you accept or reject section by section. How to connect Claude.
Find my reph doc "Renewal risk review" with search_docs, then read it with read_doc. Fill health signals from the usage export, support tickets, latest NPS and CRM renewal record; draft risk drivers from the last QBR and recent call notes, quoting the customer. Propose a save plan; leave the decision record empty. File it with suggest_edit, one replace_section op per section (heading line kept) so each can be accepted alone. Ask each open question (unsourced signals, concessions needing approval) with add_comment quoting that section's heading line, then call request_review with a one-line summary.