Renewal & Churn-Save Play

skill

Read account signals via API and compile a renewal/churn-save play for the CSM to execute.

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Renewal & Churn-Save Play

Pull an account's usage, billing, and engagement signals from connected SaaS tools and compile a prioritized renewal or churn-save play the CSM (customer success manager) can execute immediately.

When to use

  • A renewal date is approaching (30/60/90 days out) and the account needs a health check before outreach.
  • Usage or billing signals suggest risk (drop in logins, failed payments, support ticket spike, contract downgrade request).
  • A CSM or manager asks for a consolidated view of an account ahead of a save conversation.
  • Post-QBR (quarterly business review) follow-up requires a documented action plan.

Tools

  • http-get: read account, usage, billing, and support signals from the CRM (customer relationship management), product analytics, and billing platforms.
  • write-file: compile the signals and recommended play into a structured artifact for the CSM.
  • send-message: notify the CSM or a human teammate that the play is ready, or escalate blockers.

Playbook

  1. Identify the target account and confirm the renewal date and current plan from the CRM. Call the CRM REST API with http-get (e.g. GET https://api.hubapi.com/crm/v3/objects/companies). Authentication is injected by the org's Integration row for this host — never ask for, echo, or hardcode credentials. If the call returns 401/403 or no Integration row exists, stop and message a human via send-message asking them to create the Integration, naming the service and required scopes.
  2. Pull product usage or engagement metrics for the account via http-get against the product analytics API, following the same Integration-row authentication pattern.
  3. Pull billing status (payment failures, downgrade or cancellation flags, invoice history) via http-get against the billing platform's API, following the same Integration-row authentication pattern.
  4. Pull recent support ticket volume and sentiment for the account via http-get against the support platform's API, following the same Integration-row authentication pattern.
  5. Cross-reference the signals: flag red flags (usage decline, failed payments, unresolved escalations) and green flags (expansion usage, positive NPS, active champions).
  6. Draft a churn-risk score and a ranked list of save actions (executive check-in, training session, pricing conversation, feature gap escalation).
  7. If any recommended action requires updating a CRM field, closing a ticket, or modifying a billing record, do not attempt it — those require PATCH/PUT/DELETE, which is not possible with the declared tools. Compile the change list into the artifact and route it as a human handoff.
  8. Compile the account summary, signal breakdown, risk score, and action plan into a single document using write-file.
  9. Notify the CSM that the renewal play is ready via send-message, naming the account and the top-priority action.

Failure modes

  • 401/403 response from any API -> missing Integration; stop and escalate via send-message naming the service and required scopes.
  • Empty or null result from a signal source -> verify the endpoint and account identifier before assuming the account has no data.
  • Rate limit (429) response -> back off and retry later; note the limitation in the compiled artifact rather than submitting a partial play.
  • Source page or dashboard structure changed and expected fields are missing -> fall back to browser-search to locate the current documentation or endpoint.

Done when

  • A renewal/churn-save play document exists via write-file, containing account signals, a risk score, and ranked save actions.
  • Any action requiring a CRM or billing write has been logged as a human handoff, not silently skipped.
  • The CSM has been notified via send-message that the play is ready for execution.