The Book

Combining hygiene-validator's at-risk flag with the renewal date (94 days) and the $84k ARR puts Cobblestone at the top of today's queue. Touchpoint recommended before EOD.

Riverside is morgan@'s top priority today. Yellow band + missing save plan + renewal in 110 days. Worth 15 minutes to log a current-state note.

Strategic-tier account with the largest signal stack on the book: primary sponsor (VP Ops) departed mid-May with no replacement on the org chart, and seats were reduced twice in 60 days. The absence of a re-anchor conversation is the dominant churn vector — this is a save-plan moment, not a touchpoint moment.

Product telemetry caught Vertex submitting a competitive RFI internally — the signal is unambiguous. Renewal is 14 weeks out, which is too late for a reactive defense. Recommend pulling the competitive pack into the next touchpoint, not the next QBR.

Analytics-suite usage trended down 38% in Q1; the value story for renewal is weak without a Q2 recovery narrative. CSM cadence held but exec sponsor has been silent for 6 weeks. Q2 usage report is the inflection — surface it before the next QBR.

Three P1 support tickets in 30 days with no formal RCA shared back. NPS submitted at 3/10 last quarter and hasn't moved. The support narrative is the lead churn driver — until they see the RCAs in writing they assume the platform is unstable.

Brightline's renewal forecast is positive but the supporting data is thin — no save plan, no exec sponsor mapped, no scheduled QBR before close. Probability is still above 50% but the operator should pressure-test the forecast.

Recovery outreach was approved and sent. Chris replied within 4 hours and booked a renewal-readiness call for Thursday; he has logged in twice since. Downgrading Lighthouse from at_risk (0.91) to watch — the momentum has reversed. Keep the call and hold the renewal-readiness prep.

Northstar's usage has tripled over the past 60 days and they're hitting their seat cap on most weekdays. They've already asked the AE about pricing for 'team' tier twice. Soft check-in from the CSM (not a hard pitch) should land well.

Net-new from last cycle; implementation rolled out 2 of 5 workflows and froze in April. Customer-side owner unclear post-reorg. Not a churn risk yet — a scope-collapse conversation lands the renewal at 2/5 instead of forcing 5/5.