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Customer successReview

At-risk and renewal review (internal)

45 minutes 6 blocks Free template

A weekly internal red/yellow/green review: 60-second updates on at-risk accounts, owned next steps, escalations and a roll-up.

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Opens in the builder. No sign-up to try it; 14 days free to run it live.

By the end of this meetingEvery at-risk account has a next step, an owner and a target date to get back to healthy.

45 min · 6 blocks, drawn to scale Fits exactly
  1. Health-score and risk-segment overview, 5 minutes 5
  2. 60-second status per at-risk account, 15 minutesInfo 15
  3. Red, yellow or green?, 5 minutes 5
  4. Next step, owner and target date back to healthy, 10 minutesDecide 10
  5. Requests for help or escalation, 7 minutesDiscuss 7
  6. Roll-up for the exec risk review, 3 minutes 3
011233445 min
  1. +0′Health-score and risk-segment overviewTip: Use one shared definition of red, yellow and green.5 minInfo
  2. +5′60-second status per at-risk accountTip: Include the interventions tried and whether they worked.15 minInfo
  3. +20′Red, yellow or green?What status should this account carry this week?5 minVote
  4. +25′Next step, owner and target date back to healthy10 minDecide
  5. +35′Requests for help or escalation7 minDiscuss
  6. +42′Roll-up for the exec risk review3 minWrap-up

Why it works

Built so the at-risk and renewal review (internal) ends on time, with everyone in it.

  • Updates stay short

    20 minutes of updates with a visible clock. In a video call the speaker is spotlighted and the room is muted, so nobody talks over them.

  • A vote the whole room sees

    One tap each on a phone, live bars on the screen. A tick shows who has voted, never what they chose.

  • It ends in a decision

    Capture the decision and its owner with one click while it's said. It lands in the summary, word for word.

  • Discussion with a clock

    7 minutes of open floor with a countdown everyone can see, and a talk-balance meter so the loudest voice doesn't take all of it.

  • Wraps up on time

    Decisions and actions are read back, the summary is already written, and a finish on time earns the confetti.

How to run it

  1. 1Hold it weekly and agree one consistent definition of each risk colour.
  2. 2Give each account owner 60 seconds, including what they've tried and what effect it had.
  3. 3Challenge 'the same update' week after week; every account needs measurable progress.
  4. 4Push for a live conversation with the customer instead of trying to save the account by email, and act before they mention alternatives.
  5. 5Don't let an at-risk account sit unresolved beyond 4 weeks, and roll the summary up to the exec-level risk review.

Questions about the at-risk and renewal review (internal)

What is a red/yellow/green meeting?
A weekly internal review of accounts by health status, where each at-risk account gets a status update, a next step, an owner and a target date to get back to healthy.
What do you ask about each at-risk account?
Its status and the interventions tried, the next step and when it happens, who owns it, and the target date to get back to healthy.
Who attends a customer risk review?
CSMs and their manager. At GitLab the weekly CSM review rolls up to a CRO-level global risk review, and CSMs also sync weekly with renewals managers.
How long should a risk review be?
Gainsight, GitLab and PostHog don't state a length; this template uses 45 minutes.

Built from

The structure, timings and tips on this page come from these sources.

  • gainsight.com
  • handbook.gitlab.com
  • posthog.com

Run it with your team

  • A countdown for every block on the shared screen
  • A video call that changes with each block
  • Check-ins and votes from every phone, no app
  • Decisions and actions in a scored summary

14 days free · No card needed

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  • Customer onboarding kickoff callGitLab's CSM onboarding kickoff: why they bought, current tools, business goals, stakeholders, training and a cadence-call plan.60 min · 7 blocks
  • Customer cadence callA recurring CSM-customer sync from GitLab's handbook: success-plan progress, adoption and renewal topics, open floor, actions.30 min · 5 blocks
  • Customer quarterly business review (QBR)A one-hour customer QBR from Gainsight: KPIs tied to their goals, ROI, last quarter's commitments, health score and next steps.60 min · 7 blocks

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