Renewal Signals

Renewal signals fire when churn risk indicators exceed configurable thresholds. They are the most operationally critical signal family.

Signal Types

Signal Type	Description
Renewal Risk (Critical/Warning)	Overall renewal risk score exceeds threshold
Engagement Decay	Usage and activity declining significantly
Stakeholder Turnover	Key contacts departing the organization
Executive Sponsor Gap	No active executive sponsor on at-risk renewal
Contracting Stall	No contract activity within configured window of renewal
NPS Decline	Customer satisfaction dropped below threshold
Support Burden	Excessive support escalation rate
Budget Shift Detected	Starbridge-detected budget reduction at the institution

Signal	Typical Action
Renewal risk critical	Exec escalation, save play activation, 1:1 with customer exec
Engagement decay	Proactive outreach, usage review, health check meeting
Stakeholder turnover	Identify replacements, schedule introductions, update org chart
Exec sponsor gap	Identify and cultivate new exec sponsor
Contracting stall	Initiate renewal conversation, review terms, align on timeline
NPS decline	Root cause analysis, corrective action plan, CS intervention
Support burden	Escalation review, dedicated support resources, product remediation
Budget shift	Assess impact, explore alternative funding (grants, coop), repackage offer

All renewal signal thresholds are configurable per organization.

Detailed threshold configurations and severity logic are available in the PILLAR Implementation Guide provided to active customers.