Hi Brooke,Our CS team handles the renewals conversations. We have a tiered pricing framework that is transparent to clients which the CSMs feel comfortable explaining to them. Most of our clients are on a 12 month rolling contract but we do have approved rates for shorter contracts. All CSMs have access to the alternative pricing options and can discuss the options with clients that would like to amend their subscription length.
Last year due to covid we had a number of clients that had reduced cashflow or increased uncertainty so we put a playbook together for CSMs to have conversations with clients about putting renewals/contracts on hold or reducing the subscription term. Any other abnormal discount requests or changes to terms from clients are passed to me and I have a conversation with the CSM about the client, their request and we come up with a strategy for the negotiation with that client. I report to the CEO so involve him in these discussions when they involve enterprise level clients.In general I would say try to have a framework for renewals negotiations that your CSMs can operate in. If there are common reasons for a client requesting a renegotiation it is sensible to develop a playbook for that scenario. This should give the CSMs more confidence to have these conversations.
Customer Success Lead