The renewal conversation that starts nine months before the renewal. Practise reading a quiet account, asking the question you are afraid of, and expanding without it sounding like a sales call.
Built for customer success and account management teams. Every call is spoken in real time — not a chat transcript — and ends with a scored debrief you can replay.
These are the four axes the debrief grades, written out in full rather than summarised. Knowing them before the call is not cheating — it is the difference between practice and a test.
Did they surface the real state of the account — adoption, champion strength, unspoken dissatisfaction — rather than accept 'everything's fine'?
Could they connect what the customer has actually got to what the customer originally wanted, in the customer's own numbers?
Did they ask the uncomfortable one — about the renewal, the quiet users, the new stakeholder — or manage the relationship around it?
Did the account move: a commitment, a plan, an escalation path, or a named risk with an owner?
The counterpart is not scripted to agree. Each of these is a real outcome the scenario can reach, ordered best to worst.
A real commitment with a date behind it.
No commitment yet, but a specific plan with owners.
A nice call. The risk is exactly where it was.
The account is in trouble and the call did not find it.
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. Your goal: Find out what has actually happened to this account, whether the renewal is at risk, and leave with something that moves it.
Teaches: Finding risk in a friendly account, and asking the renewal question early.
Your champion is on leave, the bill jumped forty percent, and the CFO is calling you directly. He is not interested in your roadmap.
You are: A customer success manager at a collaboration platform. Your goal: Find out what is actually driving the increase, fix what you can on this call, and keep the account — without promising a discount you cannot give.
Teaches: Handling an executive escalation by diagnosing the account, not defending the invoice.
Qualify without interrogating.
Price, timing, competitor, status quo.
Demo to the problem, not the feature list.
Take the heat out before solving it.
The conversation managers avoid for months.
Set direction and hold the room.
Salary, contract and scope.
Present, field Q&A, sharpen delivery.
Renewals, QBRs and expansion. A real voice on the other end, a counterpart who does not simply agree, and a scored debrief against the four axes above. The first call is free.