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.
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.