Renewal conversations 90 days out, automated and personal

The challenge

The SaaS bled 18% involuntary churn, not because customers were unhappy, but because no one talked to them in time. Renewals crept up, nobody reached out, and accounts lapsed by default rather than by decision.

The customer success team couldn't proactively work every renewal 90 days out; they only had bandwidth to react once an account was already at risk or gone.

So healthy, winnable renewals slipped away purely from lack of a timely, personal conversation.

The solution

A renewal AI agent now starts the conversation early on every account, so renewals happen by choice:

• Proactive outreach at 90/60/30 days, the Renewal Agent reaches out ahead of each renewal via Email and in-app chat, using Follow-ups so no account lapses unnoticed.
• Usage surfaced in the conversation, the Usage Analyst Agent pulls account usage and shows the value delivered, making renewal an easy yes.
• Goals revisited, the agent asks about the customer's current goals, turning a transactional renewal into a relationship touchpoint.
• CSM time spent where it counts, a CSM call is scheduled only when the conversation signals a real need, so human time concentrates on at-risk accounts.
• At-risk accounts flagged, Labels & Statuses mark accounts showing churn signals for human follow-up via Hand-off Control.

Involuntary churn dropped sharply because every account now got a timely, personal renewal conversation instead of lapsing in silence.

What was deployed