Renewal: ImagingCampus Product (Customer Success)
SaaS (ImagingCampus & LMS) Renewal Process
Pipeline Owner: AltusCampus
Primary Drivers: Customer Success Associate (CSA), Customer Success Manager (CSM)
Platform: HubSpot
Stage 1: Multi-Year Deal
- Use: Long-term prepaid SaaS accounts
- Action: No immediate CSA task unless initiated
Stage 2: Recently Renewed
- Trigger: Closed-Won deal or imported from New Business pipeline
- Immediate CSA Task: Complete renewal checklist:
- Title format:
Renewal <<Product>> – <<Customer>> <<Year>> - Closed Date is scheduled
- 1–3 Contacts associated
- Company associated
- Subscription connected
- Title format:
- HubSpot Delay (21 days): Task to send post-renewal check-in email
- Email Template: AC: SaaS Renewal: 21-day post-renewal check-in
- HubSpot Delay (159 days): Automatically move to 6-Month Business Review
Stage 3: 6-Month Business Review
- Trigger: 150 days before renewal
- CSA Task: Send check-in email and offer to schedule meeting with CSM
- Email Template: AC: SaaS Renewal: 6-Month Business Review email
- HubSpot Delay (90 days): Automatically move to 3-Month Business Review
Stage 4: 3-Month Business Review
- Trigger: 90 days before renewal
- CSA Task:
- Confirm platform is functioning for all users
- Validate user count with customer
- Email Template: AC: SaaS Renewal: 3-Month Business Review
- HubSpot Delay (60 days): Automatically move to Proposed/Quote
- New Task on Stage Change: CSA schedules a final review call with CSM
Stage 5: Proposed/Quote
- Trigger: 30 days before expiration
- CSA Task: Send email to schedule final account/renewal review with CSM
- Email Template: AC: SaaS Renewal: Proposed/Quoted
- CSM/CSA Action: Conduct renewal meeting, finalize contract, confirm renewal
Task Association Requirements
- Every HubSpot Task must be associated with:
- A Deal
- At least one Contact
- An associated Company