Build a customer health score that combines usage, sentiment and business outcome data.
Marketing & Sales
Renewal and Expansion Selling for Customer Success Teams
Build renewal and expansion selling capability for customer success teams, covering health scoring, renewal forecasting, upsell timing and negotiation of multi-year contracts.
🗓️Duration5 training days
📚Content4 modules · 8 sessions
🎓On completionAccredited attendance certificate
About the programme
Course Overview
Customer success teams are increasingly measured on net revenue retention, yet many are staffed and trained purely for support and adoption while renewal and expansion conversations are left to chance or handed off late to sales. This course trains customer success managers and account managers to treat renewal and expansion as a planned, evidence-based selling motion rather than a reactive contract event. Participants learn to build a customer health score that combines usage, sentiment and business outcome data, forecast renewal risk months ahead of the contract date, and identify the right moment and package for an expansion conversation. The course covers negotiating multi-year and auto-renewal contract terms, structuring upsell and cross-sell conversations around demonstrated value rather than discount pressure, and handling at-risk renewals that require executive escalation. Teaching combines health-scoring workshops, renewal forecasting exercises and simulated expansion and save conversations, so participants leave able to run a renewal and expansion motion that customer success teams can operate consistently.
Expected Learning Outcomes
Forecast renewal risk and revenue months ahead of each contract's renewal date.
Identify the right timing and package for an expansion or upsell conversation.
Structure a value-based renewal conversation that avoids leading with discount concessions.
Negotiate multi-year and auto-renewal contract terms that protect both retention and margin.
Plan an escalation path for at-risk renewals that require executive or commercial involvement.
Report renewal and expansion pipeline in a format that supports net revenue retention targets.
Who Should Attend
Customer success managers accountable for renewal and expansion revenue.
Account managers who own commercial conversations within existing customer accounts.
Customer success leaders building renewal forecasting and health-scoring processes.
Sales teams handed complex renewals or expansions from customer success colleagues.
Revenue operations staff designing health scores and renewal forecasting models.
Chief customer officers accountable for net revenue retention performance.
Course Modules
Select any module to see its sessions and points.
01Customer Health Scoring and Renewal Risk
2 sessions · 8 points
Session 1Building a Customer Health Score
- Combine usage, adoption breadth and support ticket signals into a composite health score.
- Weight health score components differently across customer segments and product lines.
- Validate a health score against actual renewal and churn outcomes to check its accuracy.
- Present health scores to internal stakeholders in a way that prompts timely action.
Session 2Forecasting Renewal Risk and Revenue
- Forecast renewal probability and revenue for each account months ahead of the contract date.
- Segment the renewal pipeline by risk level to prioritise proactive outreach and resourcing.
- Identify early warning signals such as declining usage or executive sponsor departure.
- Reconcile renewal forecasts with finance's revenue projections on a regular cadence.
02Value Realisation and Renewal Conversations
2 sessions · 8 points
Session 1Demonstrating Value Ahead of Renewal
- Document business outcomes achieved since implementation to support the renewal conversation.
- Build a value realisation review that connects product usage to the customer's own goals.
- Prepare renewal conversation materials that lead with demonstrated value, not price.
- Identify and engage the economic buyer, not only the day-to-day product user, before renewal.
Session 2Handling At-Risk Renewals
- Diagnose the root cause of an at-risk renewal before proposing a save plan.
- Build a save plan with a mutual action plan and clear milestones for both parties.
- Escalate at-risk renewals to executive sponsors with a clear ask and supporting evidence.
- Decide when to offer a concession against when to hold firm on a renewal at risk.
03Expansion and Upsell Selling
2 sessions · 8 points
Session 1Identifying Expansion Opportunities
- Identify expansion signals such as usage against license limits or new use-case adoption.
- Map account whitespace to find departments or use cases not yet using the product.
- Time an expansion conversation to align with the customer's own budget and planning cycle.
- Distinguish accounts ready for expansion from those that need further adoption work first.
Session 2Structuring and Closing Expansion Deals
- Package an upsell or cross-sell offer around a specific business outcome the customer values.
- Build a business case for expansion spend that a customer champion can present internally.
- Coordinate expansion selling with sales teams to avoid conflicting account conversations.
- Close an expansion deal alongside a renewal without letting either negotiation dilute the other.
04Contract Negotiation and Renewal Operations
2 sessions · 8 points
Session 1Negotiating Renewal Contract Terms
- Negotiate multi-year contract terms that trade price certainty for extended commitment.
- Evaluate auto-renewal clauses and notice periods for their effect on customer trust and retention.
- Prepare responses to common renewal negotiation tactics such as competitor comparison threats.
- Balance discounting pressure at renewal against the risk of setting a damaging price precedent.
Session 2Renewal Operations and Reporting
- Build a renewal operations calendar that triggers activity at defined intervals before expiry.
- Track renewal and expansion pipeline stages consistently across the customer success team.
- Report net revenue retention and gross churn separately to show the drivers of each.
- Run a quarterly review of lost renewals to identify systemic causes and process fixes.
What the participant receives
4 course modules
A structured syllabus
8 training sessions
across 5 days
32 detailed points
Applied, detailed content
Accredited attendance certificate
On completing the programme
Complete your registration
We will contact you within one business day to confirm.
Ready to start?
Reserve your seat and start building the skill.