Renewal is a buying process, not a single reminder email

Build a segment 'Upcoming B2B contract renewals - next 90 days' capturing accounts where contract_end_date is between 30 and 90 days from now AND account_tier is enterprise or mid-market AND subscription_status is active. Each account in the segment has multiple touched users — the journey reaches different contacts at the account with role-appropriate messaging.

Create an AI-derived attribute 'renewal_health_snapshot' on the Account object, computed at renewal-window entry. Aggregates: (a) usage trajectory over past 12 months (growing / flat / declining); (b) value delivered (key outcomes, milestones reached, ROI metric if tracked); (c) stakeholder health: champion still in role and engaged? economic buyer reachable? new stakeholders identified?; (d) support ticket sentiment over past 6 months; (e) competitor mentions in any meeting summaries. Output: composite health score + structured content for the renewal emails.

Generate role-tailored renewal content. (a) User-champion (Day 90): 'Quick value-recap of the past year — what's working and what's next' — focuses on product wins, usage stats, asks for help to coordinate the upcoming renewal conversation. (b) Economic buyer (Day 60): 'Your team's renewal is up in 60 days — let's connect on terms' — focuses on business value, ROI, growth opportunity, available terms. (c) IT/security stakeholder if known (Day 60): 'Security/compliance update for your upcoming renewal' — proactive on documentation, certifications, any changes. (d) Late reminder (Day 30): consolidated reminder to all stakeholders with proposed contract terms attached. Tone: business-formal, value-substantive, not marketing-chatty.

Build a multi-touch multi-stakeholder journey triggered at renewal-window entry. Each touch goes to a DIFFERENT contact at the account based on their role: Touch 1 (Day 90 before contract_end): champion. Touch 2 (Day 60): economic buyer. Touch 3 (Day 60, parallel): IT/security if applicable. Touch 4 (Day 30): all stakeholders. Add a renewal-meeting-scheduled branch: if CSM/AE schedules a renewal meeting at any point, journey pauses (human-led from here). For high-risk accounts (renewal_health composite low or any churn signal), additionally create urgent CSM task at Day 90 — automation alone won't save at-risk renewals.

Compose a B2B renewal pipeline dashboard: renewal forecast by quarter (account count + ARR at risk), renewal health distribution (green/yellow/red), days-to-renewal pipeline (which renewals are coming up when), CSM/AE engagement rate (% of renewals where a human conversation happened — target: 100% for accounts >$50K ARR), expansion-during-renewal rate (renewals that grow vs. flat vs. shrink), and renewal-rate trend over time. The strategic view that gives leadership confidence in NRR.