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Renewals & retention

Protect every renewal

Renewals are won in the eleven months before the date, not in the last one. I track health, catch risk early and make sure customers see the value they're paying for.

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Why customers really leave

Customers rarely churn because of one bad week. They churn because, over months, nobody made sure they got value: the launch stalled, the people who should use the product never did, their champion left and nobody noticed. By the time the renewal comes, the decision is already made.

How I protect renewals

Know the health of every account

Usage, support tickets, stakeholder engagement and progress against goals, in one view. I review it every week and act on what changes.

Multi-thread every account

One champion is a single point of failure. I build relationships with the sponsor, admins, end users and their leadership, so a departure doesn't end the account.

Show the value, regularly

Business reviews that show results in the customer's terms, so the sponsor can defend the budget inside their company.

Act on risk the day it appears

When an account goes quiet or usage drops, I reach out, find out why and agree on a plan. Problems fixed early don't become churn.

Start the renewal early

For enterprise accounts I start renewal conversations months before the date, so budget, approvals and any changes are handled with time to spare.

Responsiveness keeps customers

A lot of retention is simply being reliable. Teammates said I had "a quicker response time than Lucky Luke" and "1000% reliable for our partners", and customers at Robinhood thanked the team for its "responsiveness, patience, and guidance". When customers feel looked after, renewals get easier.

Read more

See how to reduce churn in B2B SaaS, or hire me as your fractional CSM to own your renewals.

Frequently asked questions

When should a renewal conversation start?

Well before the contract end date, usually at least 90 days ahead for enterprise accounts, and earlier if the customer needs budget approval or there's any risk. The groundwork starts at onboarding.

What are the early signs a customer will churn?

Falling usage, a champion who leaves or goes quiet, unresolved support issues, missed meetings, and a customer who can't explain the value they're getting. Any one of these deserves action.

How do you save an at-risk account?

Find out the real reason, agree on a recovery plan with clear owners and dates, involve the right people on both sides, and show measurable progress before the renewal.

Do you handle renewal negotiations?

I can run the renewal conversation and work with sales or finance on terms, depending on how your team is set up.

Keep reading

ServiceGrow revenue from the customers you already haveHow I upsold $1.5M across enterprise accounts in 4 months: finding the next use case, building the business case with the customer and closing with sales.GuideHow to reduce customer churn in B2B SaaSHow to reduce customer churn in B2B SaaS: the early warning signs, how to track account health, save at-risk accounts and run renewals that don't surprise you.ServiceCustomer onboarding that launches on timeCustomer onboarding run like a project: clear owners, dates and a go-live plan. Enterprise launches delivered on hard deadlines, from Harvard to OpenAI.