Renewals

Manage customer contract renewals with strategic planning and tracking.

Overview

Karolina helps you stay ahead of renewals by tracking renewal dates, assessing risk, and building strategic plans to ensure successful renewals.

Renewal Dashboard

Access from main navigation:

Click Renewals in the sidebar
View upcoming renewals
Filter by date, risk, or owner

Dashboard Metrics

Metric	Description
Upcoming Renewals	Accounts renewing in next 90 days
Total Renewal Value	MRR at risk of non-renewal
Renewal Rate	% of renewals completed successfully
Avg Days to Renewal	Lead time for renewals

Renewal Timeline

Renewal Stages

Stage	Description	Timeline
Renewal Tracked	Added to renewal calendar	90+ days out
Assessment	Evaluating health and risk	90-60 days
Planning	Building renewal strategy	60-45 days
Execution	Active renewal outreach	45-0 days
Renewed	Contract signed	Complete
Lost	Customer churned	Closed

Key Milestones

Milestone	Target Date	Owner
Health Assessment Complete	T-90	CSM
Renewal Strategy Approved	T-60	Manager
Champion Meeting Complete	T-45	CSM
Proposal Sent	T-30	CSM
Negotiation Started	T-21	CSM + Leadership
Contract Signed	T-7	Legal
Renewal Effective	T-0	-

Renewal Risk Assessment

Risk Factors

Factor	Impact on Renewal
Health Score	Low health = high risk
Usage Trend	Declining usage = risk
Champion Status	Champion leaving = risk
Support Tickets	High volume = risk
NPS	Low NPS = risk
Competition	Competitor mentions = risk
Budget	Budget cuts = risk

Renewal Score

Composite score (0-100):

Score	Risk Level	Action
80-100	Low Risk	Standard process
60-79	Medium Risk	Proactive engagement
40-59	High Risk	Executive involvement
0-39	Critical	Rescue play

Building a Renewal Strategy

Renewal Strategy Types

Strategy	Best For	Approach
Standard	Healthy, low-risk accounts	Maintain relationship
Proactive	Medium-risk accounts	Address issues early
Executive	High-value accounts	Leadership involvement
Rescue	Critical accounts	Dedicated turnaround

Strategy Components

Executive Summary
- Account overview
- Renewal value
- Key risks
- Recommended approach
Health Analysis
- Current health score
- Trend over contract period
- Contributing factors
Stakeholder Map
- Current relationships
- Decision-makers
- Influencers
- New stakeholders needed
Engagement Plan
- Meeting schedule
- Touchpoints
- Topics to address
- Success criteria
Contingency Plans
- If they want to leave
- If they want to downsize
- If competition involved

Renewal Execution

90-60 Days Out

Health Check

Review account health
Identify issues to address
Create action plan

Stakeholder Review

Map all stakeholders
Identify champion
Plan re-engagement if needed

Strategy Development

Draft renewal strategy
Get manager approval
Book internal resources

60-45 Days Out

Discovery Meeting

Schedule meeting to understand:

Their business priorities
Product satisfaction
Potential concerns
Expansion opportunities

Value Reinforcement

Prepare ROI analysis
Document successes
Share relevant case studies
Identify upsell opportunities

Champion Alignment

Meet with champion
Get their feedback
Align on renewal approach
Request reference if applicable

45-30 Days Out

Proposal Preparation

Create renewal quote
Prepare commercial terms
Include expansion options
Review with legal

Executive Alignment

Brief your leadership
Identify executive sponsor
Plan executive outreach

Proposal Delivery

Schedule proposal meeting
Present to decision-makers
Address questions
Set decision timeline

30-7 Days Out

Negotiation

Handle commercial discussions:

Pricing adjustments
Contract terms
Payment schedule
Scope changes

Decision Acceleration

If delayed:

Escalate to leadership
Re-engage champion
Offer limited-time terms
Understand blockers

7-0 Days Out

Final Push

Confirm decision
Get final approvals
Prepare contract
Send for signature

Contract Execution

Send final contract
Follow up on signature
Confirm receipt
Update CRM
Celebrate win

Renewal Intelligence

AI Recommendations

Karolina AI suggests:

Renewal timing
Engagement tactics
Pricing recommendations
Risk factors to address
Expansion opportunities

Renewal Alerts

Automatic notifications:

Alert	Trigger
Renewal approaching	90 days out
Health drop detected	Score below threshold
Champion departed	Change detected
Risk increase	Score up significantly
Renewal pending	30 days without progress

Tracking Renewals

Renewal Calendar

View all upcoming renewals:

Go to Renewals
Click Calendar view
See renewals by date
Filter by team/owner

Renewal Reports

Track performance:

Report	Frequency
Upcoming Renewals	Weekly
Renewal Pipeline	Monthly
Win/Loss Analysis	Quarterly
Renewal Rate Trends	Quarterly

Best Practices

Renewal Success Tips

Tip	Why It Matters
Start early	More time to address issues
Focus on value	Justify the investment
Know the champion	Internal advocate is critical
Executive engagement	Leadership support helps
Address risks proactively	Don’t wait for problems
Expand thoughtfully	Growth reduces churn risk
Document everything	Institutional knowledge

Common Mistakes

Mistake	Consequence
Starting too late	Rushed negotiations
Ignoring risk signals	Surprise losses
No executive involvement	Weak commitment
Weak champion	No internal support
No value story	Price-focused renewal
Forgetting expansion	Missed growth

Troubleshooting

Issue	Solution
Customer wants to leave	Execute rescue play
Champion left	Rebuild relationship
Budget reduced	Discuss options, scope
Competitor involved	Differentiate value
No decision-maker access	Escalate internally
Price negotiation stuck	Involve leadership