Customer Renewal Checklist Template
Health check, outreach, negotiation, and processing for customer renewals.
This free customer success checklist template includes 6 tasks organized into 2 sections. Use it to streamline your customer renewal process.
Health Check
Review account health metrics
Pull key account metrics including usage data, support ticket history, and engagement scores to assess overall health.
- Account Name (required)
- Health Score (required) — Options: Healthy, Neutral, At Risk, Critical
- Current ARR (required)
Identify risks and expansion opportunities
Based on the health metrics, document any churn risks and potential upsell or cross-sell opportunities.
- Risk Factors — Options: Low usage, Executive sponsor left, Open support escalations, Competitor evaluation, Budget constraints
- Expansion Opportunities
Renewal
Prepare renewal proposal
Draft the renewal proposal including pricing, term length, and any changes to the scope of the agreement.
- Proposed Renewal Value (required)
- Term Length (required) — Options: Monthly, 6 Months, 1 Year, 2 Years, 3 Years
Schedule renewal call
Book a renewal discussion with the customer's decision-maker. Prepare a value recap and the renewal proposal in advance.
- Call Date (required)
- Decision-Maker Email (required)
Negotiate terms
Work through any objections or requested changes to pricing and terms. Get alignment with the customer before processing.
- Negotiation Notes (required)
- Customer verbally agreed to terms (required)
Process renewal
Finalize and process the renewal. Update the CRM, send the signed agreement for countersignature, and confirm the renewal with the customer.
- Renewal Effective Date (required)
- Renewal Outcome (required) — Options: Renewed - Same Terms, Renewed - Expanded, Renewed - Downsized, Churned