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renewal-save-motion

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Run the defensive counterpart to expansion: a structured save motion for at-risk customers and a renewal runbook that starts at T-120, not the week the contract ends. Triggers on 'renewal at risk,' 'customer went quiet,' 'churn save,' 'save play,' 'they stopped using the product,' 'champion left the account,' 'renewal coming up,' 'GRR is slipping,' 'downgrade request,' 'cancellation notice,' 'win the renewal,' or any situation where a health signal fired and the team's only play is a discount and a prayer. Entry condition: a risk flag already exists (from a health scan, usage drop, champion departure, or a blocked expansion attempt). BOUNDARY: customer-health scanners DETECT risk across the base; this skill executes the intervention on one flagged account, starting where their output ends. Expansion analysis is the offense on healthy accounts; the two are mutually exclusive on the same account at the same time, and an expansion attempt blocked on inactivity is precisely the handoff INTO this skill. cs-operations owns the full CS org design (segmentation, staffing, QBR cadence); this skill is one motion inside that system, not the system.

skills/rutger-katz/renewal-save-motion/SKILL.md

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# Renewal Save Motion: Defense Is a System, Not a Discount

Median gross revenue retention for private SaaS runs around 90%, with top-quartile companies above 95% (SaaS industry surveys, 2025). The distance between those two numbers is rarely product quality. It is whether the company runs renewals as a managed motion with an early-warning save play, or discovers churn in the cancellation email. Retaining revenue also costs a fraction of re-acquiring it; the 5x-and-up cost gap between acquisition and retention has been replicated across studies for a decade (Bain/HBR lineage, 2014; industry guides still report 5-25x ranges in 2025-2026).

Expansion gets the attention because it is offense. But a dollar of churn cancels a dollar of expansion at par, and the save window closes silently: by the time a customer tells you they are leaving, they finished evaluating alternatives weeks ago.

**Entry condition:** this skill runs on a FLAGGED account. Detection is upstream (health scans, usage monitoring, champion-move detection). If nothing is flagged and no renewal sits inside 120 days, you do not need this skill yet; you need detection.

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## The Renewal Clock

Every renewal runs the same clock, regardless of health. Healthy accounts move through it in minutes per checkpoint; flagged accounts trigger the save motion.
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