Renewal Signals
Renewal signals fire when churn risk indicators exceed thresholds. They are the most operationally critical signal family.Signal Types
| Signal Type | Severity Logic | Description |
|---|---|---|
renewal_risk_critical | CRITICAL | Renewal risk score ≥ 85 |
renewal_risk_warning | WARNING | Renewal risk score ≥ 50 |
engagement_decay | CRITICAL ≥ 80, WARNING ≥ 50 | Usage and activity declining |
stakeholder_turnover | CRITICAL if 3+ changes, WARNING if 1+ | Key contacts departing |
exec_sponsor_gap | WARNING | No active executive sponsor on at-risk renewal |
contracting_stall | WARNING | No contract activity within configured days of renewal |
nps_decline | WARNING | NPS dropped below threshold |
support_burden | WARNING/CRITICAL | Excessive support escalation rate |
budget_shift_detected | CRITICAL over 10% decline, WARNING over 5% | Starbridge budget reduction detected |
Threshold Configuration
| Parameter | Default | Description |
|---|---|---|
renewal_critical_score | 85 | Risk score for CRITICAL signals |
renewal_warning_score | 50 | Risk score for WARNING signals |
renewal_info_score | 30 | Risk score for INFO signals |
exec_sponsor_gap_enabled | true | Whether to generate exec sponsor signals |
contracting_stall_lag_days | 90 | Days of no contract activity before signal |
nps_decline_threshold | 5 | NPS score that triggers decline signal |
support_burden_critical | 70 | Escalation % for CRITICAL |
support_burden_warning | 40 | Escalation % for WARNING |
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, customer success intervention |
| Support burden | Escalation review, dedicated support resources, product remediation |
| Budget shift | Assess impact, explore alternative funding (grants, coop), repackage offer |