#The challenge
The company had grown to a book of more than a hundred customers with no customer-success system behind it. The entire book lived in spreadsheets, renewal dates were tracked by hand, accounts had no assigned owner, and nothing in the CRM told anyone a renewal was approaching until it was nearly on top of them. There was no structured renewal motion at all.
#The approach
Customer book migration
Migrated nearly the entire customer book (100+ accounts) out of spreadsheets into the CRM, backfilling customer-success fields, health status, contract value and renewal dates, then verifying the data account by account.
CS record model and layout
Built a customer-success company view and page layout so CSMs work the account record itself rather than a side spreadsheet, with round-robin CSM assignment applied to new accounts.
Automated renewal engine
Made closed-won deals auto-create a linked renewal deal, then layered a 120-day renewal alert with 90/60/30-day nudges posting into a dedicated Slack channel and creating tasks for the owning CSM.
Enablement and training
Shipped a customer-success enablement site and ran live team training, so the new motion was adopted rather than announced.
#Outcomes
Customer book in the CRM
Nearly the entire customer book (100+ accounts) moved off spreadsheets into the CRM, with customer-success fields, health, contract value and renewal dates backfilled and verified.
Renewal engine live
Closed-won deals now generate a renewal automatically, with 120/90/60/30-day alerts routing into Slack and creating CSM tasks — replacing manual renewal tracking entirely.
Team trained on the new motion
The customer-success team was trained live on the new record model, assignment rules and renewal cadence, with a standing enablement site to refer back to.