How to use it
Score each of the five categories against the point bands using data from your CRM/product analytics/support tool, add them up for a total out of 100, then run the save play matched to that risk band before the next renewal touchpoint.
What's inside
- Five scoring categories with point weights
- Point bands for usage decline (0–30)
- Point bands for support ticket volume/severity (0–20)
- Point bands for champion/stakeholder turnover (0–20)
- Point bands for engagement and responsiveness (0–15)
- Point bands for commercial/contract signals (0–15)
- Four risk bands (Low/Medium/High/Critical) with thresholds
- A matched save-play recommendation for each band
- Rescoring cadence guidance
Score every at-risk or renewal-approaching account across five weighted categories. Higher score = higher risk.
Category 1, Usage Decline (max 30 pts)
| Points | Condition |
|---|
| 0 | Usage flat or growing vs. prior 90-day period |
| 10 | Usage down 1–15% |
| 20 | Usage down 16–30%, or a core workflow abandoned |
| 30 | Usage down more than 30%, or the account has gone effectively dormant |
Category 2: Support Ticket Volume & Severity (max 20 pts)
| Points | Condition |
|---|
| 0 | Normal ticket volume, no escalations |
| 8 | Ticket volume up 25%+ vs. baseline, or one unresolved escalation |
| 14 | Ticket volume up 50%+, or repeated escalations in the last quarter |
| 20 | Active executive-level escalation, or a ticket explicitly stating intent to cancel |
Category 3: Champion / Stakeholder Turnover (max 20 pts)
| Points | Condition |
|---|
| 0 | Champion active, engaged, unchanged from last period |
| 10 | Champion's role changed but they're still at the company and reachable |
| 15 | Champion has left; no new relationship established yet |
| 20 | Champion left AND no replacement identified AND no executive relationship exists |
Category 4: Engagement & Responsiveness (max 15 pts)
| Points | Condition |
|---|
| 0 | Regular contact, responsive, attends scheduled meetings |
| 6 | Slower responses (5+ business days) or one skipped meeting |
| 10 | Unresponsive 2+ weeks, or declined the last scheduled QBR/check-in |
| 15 | Total silence 30+ days across every known contact |
Category 5: Commercial / Contract Signals (max 15 pts)
| Points | Condition |
|---|
| 0 | Renewal on track, no unusual commercial activity |
| 6 | Customer has asked about downgrade options, or mentioned a competitor |
| 10 | Requested a contract or pricing review outside the normal renewal cycle |
| 15 | Procurement/legal engaged outside renewal window, or a confirmed budget freeze |
Scoring Worksheet
| Account: __________ | Score |
|---|
| Usage Decline (/30) | ___ |
| Support Load (/20) | ___ |
| Champion Turnover (/20) | ___ |
| Engagement (/15) | ___ |
| Commercial Signals (/15) | ___ |
| Total (/100) | ___ |
Risk Bands & Save Plays
| Band | Score | Recommended Save Play |
|---|
| Low | 0–20 | No action beyond standard cadence; rescore next cycle |
| Medium | 21–45 | Proactive check-in within 2 weeks; confirm the specific driver behind any non-zero category before it compounds |
| High | 46–70 | Formal save play: manager-reviewed recovery plan within 5 business days, re-establish champion relationship, quantify value delivered to date, propose a concrete next milestone |
| Critical | 71–100 | Executive escalation same week: pair your exec sponsor with theirs, bring a specific remediation commitment (not just a check-in), and treat renewal timeline as at risk regardless of contract date |
Rescoring Cadence
- Score every account with a renewal inside 120 days at least monthly.
- Score every account flagged Medium or above every 2 weeks until it returns to Low.
- Any single-category jump of 15+ points between scoring cycles should trigger a rescore of the whole account immediately, not at the next scheduled cycle.