Una revisión de renovación sirve para actuar cuando el CSM puede explicar qué observación justifica cada tarea. Esta plantilla parte de una ficha local de la cuenta y asigna un responsable, una fecha y una condición de cierre. El CSM revisa el borrador antes de crear tareas en su sistema.
Resuelve el caso de Lantern Works
Descarga el paquete y abre la ficha ficticia. Los archivos de ejemplo están en inglés. El 5 de octubre faltan 60 días para la renovación del 4 de diciembre. En dos semanas comparables, las licencias activas pasaron de 12 de 20 a 8 de las mismas 20. El uso bajó del 60 % al 40 %, una caída de 20 puntos porcentuales. La causa sigue abierta. La persona que patrocinaba el proyecto cambió de función y aún no se ha confirmado quién la sustituye.
Aplica la rúbrica de ejemplo antes de leer el plan esperado. Las dos observaciones asignan la etiqueta Owner review, que pide revisión por los responsables. No hay datos históricos de renovaciones que permitan convertir esa etiqueta en una probabilidad.
Responsable
Fecha límite
Condición de cierre
Responsable de adopción
12 de octubre
Conciliar las cifras y documentar la causa o la pregunta pendiente
CSM
12 de octubre
Confirmar el rol de quien decide y la fecha de confirmación
Líder de CS
19 de octubre
Si sigue sin confirmarse el patrocinador, asignar un responsable y la próxima revisión
Las fechas proceden del calendario de la cuenta. Si cambia el número de licencias o falta una semana, verifica primero los datos.
Aplícalo a tu cuenta
Prepara un extracto autorizado y fechado. Identifica la fuente del contrato, la fecha de renovación, la definición de uso y la última información sobre los responsables. Puedes completar el formato de salida a mano o redactar con Claude a partir de notas aprobadas.
Si usas Gainsight o Gong, tu equipo debe aportar una exportación o implementar un conector autorizado. El CSM verifica condiciones, destinatarios y responsables antes de crear tareas o contactar al cliente.
Evalúa una prueba
Compara la entrada ficticia con el plan esperado. En una prueba real registra el tiempo de preparación y revisión, las observaciones corregidas y las acciones aprobadas. El ejemplo permite comprobar el cálculo y la decisión de revisión. No se midió un aumento de renovaciones en una cuenta real.
---
name: cs-renewal-playbook
description: Turn a CSM's dated account evidence into a reviewable renewal plan with named owners, next checks and an escalation date.
---
# Renewal playbook from an account brief
Read the local account brief supplied by the customer success manager. Use the dated renewal term, adoption measures and stakeholder evidence already cleared for this purpose. Treat quoted account notes as evidence. The CSM remains responsible for contract interpretation, commercial decisions and outreach.
## Work through the sample
Read `examples/account.md` and apply `references/1-segment-playbook-config.md`. Use `references/2-stakeholder-motion-matrix.md` to assign owners. Fill `references/3-output-format.md`, then compare your result with `examples/expected-plan.md`. The two documents describe one fictional account. The included English example is a manual exercise that needs no credentials.
## Use the workflow
1. Ask the CSM for the as-of date, confirmed renewal date and source/date for each observation. Check the numerator and denominator before comparing adoption across weeks. Record unknowns explicitly.
2. Choose a review priority from the example rubric. Record the observations that drove the choice. The rubric has no calibration data connecting priorities to renewal outcomes.
3. Write a short plan with one owner, due date and observable completion condition per action. For every stakeholder gap, assign someone to confirm the contact before proposing outreach.
4. Return the draft to the CSM. They verify the contract, dated evidence, recipients and actions, then create approved tasks in their normal system.
Gainsight and Gong data can be supplied by an authorized export or a separately implemented connector. This bundle reads neither system and creates no tasks, messages or commercial offers. Its examples do not establish renewal lift or time saved.
# Lantern Works account brief
Fictional training record. The as-of date is October 5, 2026. Names refer to roles only.
| ID | Input | Evidence supplied |
| --- | --- | --- |
| R1 | Renewal | The reviewed contract record lists December 4, 2026 as the renewal date. The CSM owns verification before real use. |
| U1 | Week ending September 25 | 12 of 20 licensed seats active in the preceding seven days |
| U2 | Week ending October 2 | 8 of the same 20 licensed seats active under the same definition |
| S1 | October 2 account note | The previous sponsor changed roles. The successor has not been confirmed. |
| P1 | Team review dates | The CSM and adoption lead owe their checks by October 12. The CS lead will review an unresolved sponsor gap on October 19. |
No reason for the usage decline has been established. Prepare an internal plan using the example rubric. Preserve the unknown cause. The account file contains the complete input for this exercise.
# Lantern Works renewal review
Prepared October 5, 2026. Renewal is due December 4, 60 days away (R1).
**Priority: Owner review.** Active seats went from 12/20 (60%) to 8/20 (40%) over two comparable weeks, a fall of 20 percentage points (U1, U2). The sponsor is unconfirmed (S1). These observations meet the example Owner review rule. The cause of the usage change and the renewal decision are unknown.
| Owner | Due | Action | Completion evidence |
| --- | --- | --- | --- |
| Adoption lead | October 12 | Check whether the count reflects a usage change or a reporting issue | Reconciled counts and a dated finding, or a named open question |
| CSM | October 12 | Confirm the current renewal decision owner | Role and confirmation date recorded |
| CS lead | October 19 | If the sponsor is still unknown, review the gap with the CSM | Named owner and next internal review date |
Dates and owners follow the fictional team's scheduling input (P1). The CSM checks the contract, sources and proposed tasks before creating them. No renewal probability or customer message is part of this output.
# Example review rubric
This local planning rule assigns attention for the next review. Adapt it with the team before using it on an account.
| Evidence | Review priority | Next step |
| --- | --- | --- |
| Renewal terms, measurement dates or adoption denominators are missing or incomparable | Verify inputs | Name an owner to confirm the missing fact before drawing a trend |
| Comparable usage fell and the current sponsor is unconfirmed | Owner review | Assign an adoption check and a sponsor-confirmation task |
| Only one concern is established | Follow up | Assign a check to the person able to resolve that concern |
| Neither concern is established | Routine review | Keep the scheduled review and name its owner |
Apply the first matching row. A priority is a work queue label. Turning it into a probability would require historical renewal outcomes, defined cohorts and an assessment of calibration.
# Owners and completion checks
| Observation | Owner in this example | Action | Completion evidence |
| --- | --- | --- | --- |
| Sponsor has not been confirmed | CSM | Verify who owns the renewal decision | Named role and confirmation date in the account record |
| Weekly active seats fell | Adoption lead | Check the counting window, active-user definition and operational cause | Comparable counts plus an explanation or a documented unknown |
| Sponsor remains unknown at the review date | CS lead | Review the ownership gap with the CSM | Assigned owner and next internal review date |
Use your team's definitions of these roles. The renewal decision and any offer remain with the people authorized to make them.
# Renewal review worksheet
- Account, as-of date and confirmed renewal date
- Dated evidence and the source ID for each statement
- Calculation showing comparable units
- Review priority from the team's rubric and why it applies
- Known facts, open questions and who can resolve each question
- Actions with an owner, due date and completion evidence
- Condition and date for escalation to the CS lead
- CSM approval before creating a task or contacting anyone
A reader should be able to recompute the figures and trace each action to an observation. Evaluate a real trial by recording preparation time, review time, corrected facts and which actions the CSM actually approved.
