# 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.