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