Customer Success · Track & Escalate
Renewals at risk, flagged 90 days out
Upcoming renewals are scored against CRM context, usage trends, and recent call activity, alerting your team to at-risk accounts with enough time to intervene.
Works acrossSalesforceStripePostHogIntercomSlack
What you get.
At-risk renewals are flagged 90 days out, scored from your Salesforce pipeline, Stripe payment behavior, and PostHog usage trends, with specific risk factors and a suggested intervention plan for each account.
Renewal surprises cost more than anything else
The renewal is 30 days out. The CSM sends the standard check-in email. The customer responds: "Actually, we've been evaluating alternatives." Your stomach drops. Where did this come from? The account looked fine in the last QBR. But "fine" was based on a gut check, not data, and the signals were there for months.
Usage had been declining since Q2. Three power users left the company. Support tickets spiked with increasingly frustrated tone. And the billing team flagged a failed payment that turned out to be the customer removing their credit card. Each signal lived in a different system, and nobody connected the dots until it was too late.
What changes.
- 01Risk assessment methodBefore · CSM intuition at QBR timeWith Doe · Scored from usage, billing, and sentiment data weekly
- 02Signal coverageBefore · Whatever the CSM remembers to checkWith Doe · Usage + billing + sentiment combined
- 03Renewal tracking timeBefore · Hours of manual pipeline review each weekWith Doe · Automated weekly report
- 04Intervention planningBefore · Reactive scramble at renewal timeWith Doe · Proactive plan with specific risk factors and recommended actions
How Doe monitors renewal risk
- 01Pulls every renewal due in the next 90 daysSalesforceDoe found 14 renewals in the window. Two lost their champion last month, one has an unresolved escalation, and three have no QBR scheduled
- 02Flags payment warning signs like downgrades and disputesStripeOne account downgraded mid-cycle, another has two consecutive failed payments, and a third disputed their last invoice
- 03Measures engagement trajectory over the past quarterPostHogFour accounts show sustained usage decline. The worst dropped from 85 daily active users to 22 since last quarter
- 04Reads support sentiment and escalation patternsIntercomTwo accounts show escalating ticket frequency with increasingly negative tone. One has an open P1 unresolved for 11 days
- 05Cross-references all signals and drafts a save plan per accountDoeDoe ranked all 14: 3 critical with converging risk factors, 5 moderate, 6 healthy. Each critical account gets a tailored intervention like exec outreach or re-onboarding
- 06Delivers the Monday renewal risk report to CS leadershipSlackCritical accounts surface first with risk reasons, renewal dates, and the recommended next step for each
- 07RecurringEvery Monday at 7:00 AMEvery Monday morning, your CS leadership team receives a renewal risk report covering all accounts renewing in the next 90 days. Each at-risk account includes specific risk factors and a suggested intervention plan, giving your team a full quarter to turn the situation around. Posts to #renewals in Slack and updates Salesforce pipeline.
Up and running in under ten minutes.
- 01Connect your toolsOne-click OAuth for each integration. No API keys, no engineering.
- 02Describe what you need“Every Monday, score all renewals coming up in the next 90 days by combining usage decline in PostHog, failed payments in Stripe, and open escalations in Intercom. Flag anything critical to #renewals with a save plan.”
- 03It runs on scheduleEvery Monday morning, the renewal risk report posts to your CS leadership channel.
Before you delegate.
- 01How does Doe determine renewal risk from multiple data sources?Doe combines signals from Salesforce (stakeholder changes, NPS trends, support escalations), Stripe (payment patterns, downgrade signals), and PostHog (usage decline, reduced feature breadth, fewer active users). Each signal contributes to a weighted risk score that flags the most at-risk accounts.
- 02What does the intervention plan include?Each at-risk account gets a recommendation based on the specific risk signals. If usage is declining, the plan suggests a re-engagement workshop. If the champion left, it recommends executive sponsor outreach. If support frustration is the driver, it suggests a product feedback session. Actions match the risk type.
- 03Can I adjust the risk scoring weights for my business?Yes. You configure which signals matter most for your customer base. For product-led companies, usage metrics might carry 50% of the weight. For enterprise accounts with low daily usage, stakeholder engagement and support sentiment might matter more. The model adapts to your churn patterns.
- 04Does the 90-day window work for monthly contracts?You set the lead time per contract type during setup. Annual contracts typically use 90 days, quarterly uses 45, monthly uses 30. Doe adjusts the monitoring window and intervention urgency accordingly.
- 05How accurate is the risk prediction?Accuracy depends on data quality and how many signals are connected. With Salesforce, Stripe, and PostHog all feeding in, Doe catches most at-risk accounts 60-90 days before renewal. Early warning with some false positives is far more useful than finding problems at renewal time. You can tune sensitivity up or down.
- 06Can Doe track whether interventions are working?Yes. After an intervention is initiated, Doe monitors the same signals to see if the trend improves. If usage rebounds, support sentiment improves, or engagement increases, the risk score decreases accordingly. You get a clear view of which interventions are effective.
- 07Does this integrate with renewal forecasting in Salesforce?Doe updates Salesforce renewal opportunities with risk scores and flags. Your existing renewal pipeline reports gain an additional data layer showing risk levels, making it easy for CS leadership to prioritize their pipeline review without switching tools.