SaaS Renewal Risk Radar

This concept illustrates a renewal risk radar for the customer success team of a software-as-a-service company. It belongs to the provider side of Subscriber Bot and ranks customer accounts renewing in the next 120 days by churn risk, with the drivers behind every score and a retention play drafted before the renewal conversation. The sample accounts are trade businesses such as roofing, HVAC, plumbing and electrical firms.

In software and SaaS, renewal risk tends to surface when the renewal quote goes out. Usage has been sliding for weeks, a promised feature is still an open request and seats bought for a rollout sit unused, but those signals sit in product analytics, the request tracker and billing, owned by different teams. The concept lines them up per account so a customer success manager can see risk early and understand it, and it presents each score as an estimate with its drivers rather than a verdict.

Filters for the renewal window, plan and customer success manager sit at the top, above tiles for accounts renewing in 120 days, annual recurring revenue renewing, high-risk accounts and plays in progress. The table lists each account with its renewal date, annual value, seats used against seats bought, the 30-day trend in admin logins, a high, medium or low churn risk badge with a score, and the top driver, such as admin activity falling for several weeks, seats unused since a pilot, a committed feature at risk or a jump in support tickets. A footer notes that scores are estimates. The top account's panel explains why it is high risk, with each signal tagged to its source, and proposes an admin re-onboarding play in three steps: a guided tour, a workaround note for the missing feature and a check-in call in the second week. Approve play and Assign CSM actions close the panel.

Three other Burdenoff products appear as sources and destinations. A drop in weekly active dispatchers is tagged to BigConsole account health usage events, the open feature request carries a PlanMagnet reference, and on-time payments are tagged to invoices. Each account's plan, seats and renewal date are designed to come from the company's billing records and HeadshotMarketing CRM. A chip marks the play as ready to send to a HeadshotMarketing re-engagement journey for the account's admins; once a manager approves it, that audience is designed to hand off to the journey, and the account stays on the radar until usage recovers.

Within Subscriber Bot, the radar sits under Relationships, treating each customer account as a relationship with a plan, seats and a renewal date.