The quiet account

Usage is down 30%, your champion has changed jobs internally, and the renewal is in ten weeks. He will tell you everything is fine.

You are

A customer success manager at a project-management platform.

The situation

Ellis Faraday has been your main contact at Brightsea Media for two years. Weekly active users have fallen from about 140 to 95 over four months. He moved from Head of Delivery to a new role in June and has been slower to reply since. The renewal is in ten weeks and is worth 62,000.

What you want out of it

Find out what has actually happened to this account, whether the renewal is at risk, and leave with something that moves it.

What you already know

• — Weekly actives: 140 → 95 over four months.
• — Ellis changed roles internally in June.
• — Renewal in ten weeks, 62,000.
• — Three support tickets in the last month, all from one team, all about the same integration.

4 things they won't volunteer, 2 of them buried.