What the agents figured out

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.

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.

Three P1 RCAs unshared. Per support runbook the customer is owed each within 5 business days of resolution; we are 18, 12, and 9 days past respectively. Filing a hygiene flag so support leadership sees it in the morning queue.

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.

No defense pack on file (reference customers, ROI deck, switch-cost analysis). Without it the next touchpoint runs uphill. Flagging so the AE-CSM pair gets paged before scheduling.

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.

No Q2 usage attachment on the Account or related Opportunity. Renewal narrative requires it per SOP 2.5a §3. Pull the report from product telemetry by end of week.

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.

No active Contact flagged as Primary since the prior sponsor left. Per SOP 2.3 §1, every Red-band account must carry a Primary. Filing a Risk_Flag__c so the AE owns the re-anchor before the next QBR cycle.

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.

Workflow rollout idle 48 days. No customer-side implementation owner of record. Without a named owner the remaining 3 workflows won't ship before renewal; recommend renegotiating the scope to reflect what's actually live.