Alert AMs Before Renewal When Product Usage Drops

1. 1

   Pull each account's renewal date from the subscription's current period end in Stripe or your billing system, or from the renewal date field in HubSpot or Salesforce, and map it to the CRM company ID

2. 2

   Export weekly account-level usage (weekly active users and use of two or three core features) from Amplitude or Mixpanel group analytics, or from the warehouse that Segment feeds, and join it to the account by ID or domain

3. 3

   In a scheduled Zapier or n8n workflow, compare the last 4 weeks of usage to the prior 8 weeks for accounts renewing in 60 to 90 days, and flag a drop in active users or core feature use past your threshold

4. 4

   For each flagged account, create a CRM task for the account manager due within a week, set a "Renewal risk" property, and post a Slack alert with the renewal date and the usage change

5. 5

   If support data is available, attach the count of open tickets and the top ticket themes from the last 30 days to the alert

6. 6

   Have the account manager record the outcome (renewed, downgraded, or churned) on the renewal deal, and review flagged accounts against outcomes each month to tune thresholds

Template outline

The structure to recreate in your own workspace. Field names and thresholds are starting points.

Zapier or n8n Workflow (scheduled weekly):
1. Billing: accounts with renewal date in 60-90 days (Stripe subscription period end or CRM renewal date)
2. Analytics: per account, weekly active users and core feature events for the last 12 weeks
3. Calculate per account:
   - wau_change = avg WAU last 4 weeks vs avg WAU prior 8 weeks
   - feature_change = same comparison for core feature events
4. Flag IF wau_change <= -25% OR feature_change <= -30% (starting thresholds, tune monthly)
5. CRM: create AM task "Renewal risk: usage down", set "Renewal risk" = true
6. Support (optional): open tickets and top themes, last 30 days
7. Slack alert to AM:
   - "{{account}} renews {{renewal_date}}. WAU {{wau_change}}, core features {{feature_change}}. Open tickets: {{ticket_count}}"
8. Monthly: compare flagged accounts to renewal outcomes (renewed, downgraded, churned)
Output: account managers hear about usage drops 60-90 days before renewal, with outcomes tracked in the CRM