Renewals playbook

Keeping a customer is cheaper than winning a new one. This playbook sets out how the account owner prepares for a renewal.

Contract terms by customer

Customer Initial term Renews automatically?
Acme Corp 3 years Check the MSA
Globex Logistics 2 years Check the MSA
Initech Retail 1 year Yes, every year
Vandelay Imports 3 years Check the MSA
Stellar Health 5 years Check the MSA
Orion Energy 2 years Check the MSA

Always read the signed MSA and any amendments: amendments can change notice periods. The customer pages summarise each contract.

Timeline

When What the account owner does
120 days before the end of the term Check the contract, notice periods and any open change requests
90 days before Hold the renewal conversation with the customer. For Initech, which auto-renews, this is the standard review date.
60 days before Agree scope and price. Pricing follows Pricing guidelines.
30 days before Send the paperwork. Larger deals follow Who can sign a contract.

What to prepare

  1. A one-page summary of the value delivered: milestones met, incidents handled, feedback.
  2. The current rates and any discount history. A discount above 10% needs the CFO.
  3. Open risks and escalations; see Customer escalation.
  4. Any contract changes you want, for example data residency or payment terms.

Watch for

  • A notice period that is shorter than your renewal conversation timeline.
  • Payment terms that changed through an amendment.
  • Data protection requirements, for example the Stellar Health addendum.

Owner: Grace Liu - Last updated: 2026-09-25