Case Study

Expansion and renewals operating system

Renewal risk was identified late, success criteria were inconsistent, and expansion was opportunistic. We implemented a structured operating system across CS and GTM so retention and growth became repeatable.

B2B SaaS Expansion motion Impact: Retention / NRR
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This is an anonymised example. The structure and approach reflect real delivery.
What changed
Primary workstream Retention / Expansion
Teams involved CS + GTM
Operating rhythm Weekly + QBR
Key artefacts Health score + Success plan
Outcome: earlier risk visibility and a repeatable path to retention and expansion.
Starting point
  • Renewal risk surfaced late (often inside the final 30 to 60 days)
  • No consistent definition of “healthy” or “at risk” accounts
  • Expansion relied on relationship strength, not measurable signals
  • QBRs were inconsistent and not tied to outcomes or next actions
Constraints
  • Data quality gaps across usage, lifecycle and customer fields
  • Multiple sources of truth for renewal dates and ownership
  • CS capacity constraints: needed a system, not more admin
  • Leadership wanted early warning signals and forecastable retention
Approach

We turned renewals into an operating cadence

The objective was not “better dashboards”. It was a repeatable system that surfaced risk early, clarified ownership, and created a consistent path to expansion.

01
Define health and risk
Agreed health signals, success criteria and thresholds. Standardised lifecycle states and renewal stages.
02
Implement health scoring and workflows
Built a health score that CS could trust, with automated flags, tasks and escalation paths.
03
Standardise success plans
Introduced a consistent success plan structure that ties outcomes, stakeholders and next actions to renewals.
04
Board-ready retention reporting
Created a weekly retention view and QBR pack with clear ownership and decision-ready inputs.
Delivered

What was implemented

A practical set of standards, workflows and reporting that the team can run without heroics.

Health score model
Signals, thresholds, weighting and governance notes.
Renewal workflow
Stages, tasks, ownership rules and escalation points.
QBR pack standard
Agenda, success outcomes, risks, next actions, stakeholders.
Lifecycle + definitions
Shared language across CS, Sales and leadership.
Retention reporting
Weekly view aligned to decisions, not vanity.
Governance
Rules to stop regression and keep adoption stable.
Outcome

Earlier risk visibility and repeatable expansion

The impact was operational: teams knew what to do, when to do it, and who owned it.

What improved
  • Risk surfaced earlier with consistent signals and escalation
  • Renewal work moved from reactive to planned and owned
  • QBRs became decision moments with clear next actions
  • Expansion opportunities were identified and tracked consistently
Next step

If this looks familiar, start with the diagnostic

We identify what is blocking retention and expansion, map it into workstreams, and define what to prioritise first.

• Clear risk signals and ownership
• Repeatable renewal workflow
• Decision-ready retention reporting
Revenue Diagnostic
Duration 60 minutes
Output Prioritised roadmap
Format Remote
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