The New Rules of CS: Building a Renewal Engine That Doesn’t Rely on Heroics

Most renewal conversations start too late, and by the time someone steps in, the outcome is already shaped by months of missed signals.

In this webinar, Shannon Reynolds, Gainsight Director of Renewals Management, will break down what it takes to build a retention motion that’s predictable, repeatable, and connected to the signals your team is already tracking. You’ll learn how leading teams are turning renewal management into a system, not a scramble, and why the handoff between CSM and renewal manager is one of the most underleveraged moments in the customer lifecycle.

We’ll unpack:

• How to build a renewal process that starts well before the contract date, and what that timeline actually looks like in practice
• What separates teams that forecast renewals accurately from teams that get surprised, and how to close that gap with the signals you already have
• How to structure the CSM-to-renewal-manager handoff so context isn’t lost, risk is surfaced early, and commercial conversations land with the right person at the right time