Renewal Tracker: Stay Ahead of Every Renewal

The Renewal Tracker is the heart of your customer retention strategy. It gives you a clear, month-by-month view of all upcoming renewals, tracks their status, and helps you ensure nothing falls through the cracks. If keeping customers is important to your business (and it should be!), this is the screen you’ll live in.

Getting There

Navigate to Operations → Customer Success → Renewal Tracker in the left sidebar.

Key Features

Monthly Renewal View

The Renewal Tracker organizes all your renewal transactions by month. You can see at a glance how many renewals are coming up, their total value, and where each one stands in the process. Navigate between months using the controls at the top.

KPI Summary Cards

At the top of each monthly view, you’ll find KPI cards that summarize the month’s renewal performance: total renewals due, percentage completed, renewal rate, price change trends, and more. These cards give you the executive summary before you dive into individual transactions.

Transaction Data Table

The main table lists every renewal transaction for the selected month. Each row includes the customer name, product, renewal value, expiration date, status, and assigned rep. You can sort by any column and search for specific transactions.

Rep Assignment & Reassignment

Each renewal is assigned to a rep who is responsible for managing the renewal conversation. If you need to reassign a renewal to a different rep, you can do so directly from the tracker — helpful when team members change roles or territories.

Status Tracking

Track each renewal through its lifecycle with clear status indicators. Whether a renewal is pending, in progress, completed, or at risk, the status column makes it immediately obvious where attention is needed.

Comments & Notes

Add comments and notes to individual renewal transactions. This creates a paper trail of conversations, decisions, and context that the whole team can reference. No more “what happened with this renewal?” questions.

File Uploads

Attach relevant documents to renewals — contracts, quotes, approval emails, and more. Having everything in context means faster decision-making and better audit trails.

Step-by-Step: Managing Renewals

1. Select the month — Navigate to the month you want to review using the month selector.
2. Check the KPIs — Review the summary cards to understand the overall renewal picture for that month.
3. Sort by priority — Sort the table by expiration date or value to prioritize the most urgent or valuable renewals.
4. Review each renewal — Click on a transaction to see its full details, including history and comments.
5. Update statuses — As you work through renewals, update their status to reflect current progress.
6. Add comments — Document important conversations, decisions, or blockers as comments on the renewal.
7. Upload confirmation — When a renewal is confirmed, upload the signed document or confirmation email.

💡 Tips & Best Practices

• Work 60-90 days ahead — Don’t wait until the month of expiration to start renewal conversations. Look at least 2-3 months ahead.
• Use comments religiously — Every customer interaction related to a renewal should be noted. Your future self (and teammates) will thank you.
• Watch the renewal rate KPI — This is your north star metric. Aim to keep it as high as possible, and investigate any month where it dips.
• Review in team meetings — Walk through the Renewal Tracker as a team weekly to ensure accountability and catch at-risk renewals early.

Frequently Asked Questions

How do renewal transactions get into the tracker?

Renewal transactions are typically uploaded by your admin through the data upload process. They can be imported from CSV files or synced from your billing system.

What happens when a renewal is marked as completed?

Completed renewals are reflected in your renewal rate calculations and analytics. They remain visible in the tracker for historical reference but are visually distinguished from pending renewals.

Can I see renewals for a specific rep?

Yes — use the filter options to narrow the table to a specific rep’s renewals. This is great for 1-on-1 meetings and individual performance reviews.

What does the price change column mean?

The price change column shows whether the renewal value is going up, staying flat, or going down compared to the previous term. Positive price changes indicate upsell success, while negative changes might indicate concessions or downgrades.

Related Articles

• Renewal Tracker Settings — Configure rules and targets
• Renewal Analytics — Analyze renewal performance trends
• Usage Analytics — Track product usage for retention insights