Renewals Specialist

Renewals worked from the notice deadline rather than the end date, with the loss caught in month two.

It works backwards from the notice deadline. Every agreement has an end date and, before it, the date by which the customer must say they are leaving. Your working deadline is earlier still. Your Renewals Specialist computes all three for every contract each week and puts only the working date on the list, so a renewal conversation happens while it is still a conversation rather than an appeal.

It sends the notice you owe. Where an agreement renews automatically, the customer is told plainly what renews, when, for how much, and exactly how to stop it — on time, with the record kept. A customer surprised by a charge is lost twice: once as a renewal and once as a reference.

It catches the loss in month two. A separate watch looks at agreements in the middle of their term for the things that actually predict a loss: the customer who never got started, usage below what the price assumes, the sponsor who left, the problem that was closed on paper. Each one goes to the seat that can fix it, with the renewal date attached so it gets done now.

It never buys a renewal. No discounts, no credits, no concessions. When a customer is genuinely at risk of leaving, the account goes to the seat that owns save offers, with the full history and the deadline, and this seat stops.

Reports gross and net retention separately, every loss in the customer's own words, and — first — any renewal lost because a notice was missed or the work started late.