Renewal Process SOP

Standard operating procedure for managing customer renewals, including trigger windows, risk segmentation, pricing review, and uplift discussion.

Steps

• Identify renewals entering the trigger window
  The renewals owner reviews the renewal tracker and CRM to identify all accounts entering the trigger window defined by the business, such as 90, 60, or 30 days before contract end. The renewals owner records the account name, renewal date, contract value, and assigned owner for each account.
• Verify contract terms and renewal dates
  The account manager verifies that the renewal date, notice period, auto-renewal clause, pricing terms, and any special conditions match the signed customer agreement. The account manager flags any discrepancy as a deviation and routes it for correction before customer outreach.
• Segment the account by renewal risk
  The customer success manager classifies each account into a risk segment such as low, medium, or high based on usage trends, support history, stakeholder engagement, payment status, and open issues. The customer success manager documents the reason for the assigned segment and identifies any accounts requiring escalation.
• Escalate high-risk renewals for intervention
  The renewals owner reviews the risk segment and determines whether the account requires escalation.
• Review pricing, margin, and uplift guidance
  The renewals specialist reviews the current price, prior discounting, margin targets, and approved uplift guidance for the account. The renewals specialist confirms whether the renewal can proceed at standard pricing, requires a price increase, or needs approval for an exception.
• Prepare retention actions for at-risk accounts
  The account manager documents the retention plan, including stakeholder outreach, issue resolution tasks, commercial concessions if approved, and the target date for follow-up. The account manager assigns owners and records any non-conformance affecting the renewal outcome.
• Discuss renewal terms and uplift with the customer
  The account manager presents the renewal proposal to the customer, including contract term, pricing, uplift rationale, and any service changes. The account manager uses approved language, confirms customer questions, and records the customer response in the CRM.
• Obtain approval for exceptions and finalize the renewal record
  The sales manager or delegated approver reviews any discount exception, non-standard term, or pricing deviation before final commitment. The approver confirms the decision in the renewal tracker, and the renewals owner updates the CRM with the final status, approval reference, and next action.