The Book

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.

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.