Workflow Template

Customer Renewal Workflow

Manages customer renewals from intake through quoting, approval of non-standard terms, customer decision, and final outcome (renewed or churned), with status tracking and notifications throughout.

Organisations managing a growing book of customer accounts need a consistent, auditable way to progress renewals from initial intake through to a final renewed or churned outcome, without relying on ad hoc emails or spreadsheets. This workflow guides each renewal through acknowledgement, risk and engagement capture, quoting, sales manager approval of non-standard terms, and customer decision, with status changes and notifications recorded at every stage. Account owners, sales managers, and customer contacts are each brought into the process at the appropriate point through tasks, forms, and emailed communications.

Business Outcomes

Supports more consistent handling of renewals across account owners and teams
Improves visibility into renewal status and risk through structured record-keeping
Helps reduce delays by setting task deadlines for account owner input at each stage
Provides a clear audit trail of quoting, approval, and customer decisions on each record
Streamlines communication with customers through built-in email notifications

Workflow Steps

Steps

1
Create Renewal Recordcreate record
Creates the renewal record from the intake form submission.
2
Set Status to Upcomingupdate record
Sets the renewal status to Upcoming.
3
Send Acknowledgement Emailsend email
Emails the account owner an acknowledgement with the renewal reference number.
4
Record Renewal Risks & Engagement Notescreate task
Account owner records renewal risks and customer engagement notes within 5 days.
5
Save Risk & Engagement Notesupdate record
Persists the renewal risks and engagement notes to the record.
6
Set Status to Quotingupdate record
Sets the renewal status to Quoting.
7
Record Renewal Value & Termscreate task
Account owner records the renewal value and terms within 5 days.
8
Save Renewal Value & Termsupdate record
Persists the renewal value and terms to the record.
9
Check for Non-Standard Terms
Routes to sales manager approval if the renewal has non-standard terms.
non_standard_terms: "Yes"→Sales Manager Approval of Non-Standard Terms
Default→Set Status to Quote Sent
10
Sales Manager Approval of Non-Standard Termsrequest approval
Sales manager reviews and approves or rejects the non-standard renewal terms.
11
Route on Approval Outcome
Routes forward if the sales manager approved, or back to quoting if rejected.
approval_status: "approved"→Set Status to Quote Sent
approval_status: "rejected"→Loop Back to Quoting Task
Default→End
12
Loop Back to Quoting Taskrestart from step
Restarts the workflow from the quoting task so the account owner can revise the terms, up to 2 times.
13
Set Status to Quote Sentupdate record
Sets the renewal status to Quote Sent.
14
Send Quote to Customer Contactrequest external input
Emails the customer contact the renewal value and terms and waits for their decision.
15
Save Customer Decisionupdate record
Persists the customer's decision and comments to the record.
16
Route on Customer Decision
Routes the workflow based on whether the customer wants to renew, negotiate, or not renew.
customer_decision: "Renew"→Record New Contract End Date
customer_decision: "Negotiate"→Loop Back to Quoting Task for Negotiation
customer_decision: "Do not renew"→Set Status to Churned
Default→End
17
Loop Back to Quoting Task for Negotiationrestart from step
Restarts the workflow from the quoting task to revise terms after a negotiation request, up to 2 times.
18
Record New Contract End Datecreate task
Account owner records the new contract end date within 5 days.
19
Save New Contract End Dateupdate record
Persists the new contract end date to the record.
20
Set Status to Renewedupdate record
Sets the renewal status to Renewed.
21
Send Thank-You Emailsend email
Emails the customer contact a thank-you note for renewing.
22
Set Status to Churnedupdate record
Sets the renewal status to Churned.
23
Create Offboarding Taskcreate task
Creates an offboarding task due in 5 days without waiting for completion.
24
Notify Account Owner of Churnsend email
Emails the account owner the customer's comments regarding non-renewal.

Fields

Show all 18 fields

FormRenewal Intake Form

Account Owner Name*· Text
Account Owner Email*· Email
Customer*· Text
Customer Contact Name*· Text
Customer Contact Email*· Email
Renewal Date*· Date
Current Annual Value*· Number
Account Health*· Choice
Proposed Terms*· Long text
Non-Standard Terms?*· Choice

TaskRecord Renewal Risks & Engagement Notes

Renewal Risks*· Long text
Customer Engagement Notes*· Long text

TaskRecord Renewal Value & Terms

Renewal Value*· Number
Renewal Terms*· Long text

TaskRecord New Contract End Date

New Contract End Date*· Date

Other fields

Renewal Status· Choice
Customer Decision*· Choice
Customer Comments· Long text

Account Owner Name*
Account Owner Email*
Customer*
Customer Contact Name*
Customer Contact Email*
Renewal Date*

Forms

Renewal Intake Form

10 fields

Data Views

Renewals Overview

customer_name, renewal_date, current_annual_value, account_health +1 more

Dashboard Widgets

Renewals by Status

Recommended integrations

Setup the following integrations to extend workflow capability.

Send email in the workflow
AWS SES

customer renewalcontract renewalsubscription renewalaccount renewalcustomer success

Similar Workflows

Contract Renewal Workflow Customer Onboarding Workflow Deal Desk Approval Workflow

Similar Categories

Customer Success Legal & Contracts Sales & CRM

FAQs

What does this workflow record throughout a renewal?

Each renewal is created as a record with a reference number, a status, and a timeline of what happened. As the workflow progresses, it records the account owner's risk and engagement notes, the renewal value and terms, the sales manager's approval outcome, the customer's decision and comments, and, when renewed, the new contract end date. Table views and dashboards let teams see renewals by status, such as Upcoming, Quoting, Quote Sent, Renewed, or Churned.

Who is involved in progressing a renewal?

The account owner is assigned tasks to record renewal risks and engagement notes and to enter the renewal value and terms, both with a five-day deadline. If terms are non-standard, a sales manager is assigned an approval task to review and approve or reject them. The customer contact takes part through an emailed form to record their renewal decision, without needing an account.

What happens if the sales manager rejects non-standard terms?

When the sales manager rejects the proposed terms, the workflow routes back to the quoting task so the account owner can revise the renewal value and terms. This loop can repeat up to two times, keeping each revision and approval decision on the record's timeline.

What happens when the customer requests negotiation?

If the customer's decision is to negotiate, the workflow routes back to the quoting task so the account owner can revise the terms and send a new quote. This negotiation loop can also run up to two times before the workflow proceeds to the next step based on the latest customer decision.

How is a renewed outcome different from a churned outcome?

If the customer decides to renew, the account owner records the new contract end date, the status is set to Renewed, and a thank-you email is sent to the customer contact. If the customer decides not to renew, the status is set to Churned, an offboarding task is created with a five-day due date, and the account owner is emailed the customer's comments regarding non-renewal.

How do we change this workflow to fit our own renewal process?

A workspace can adjust the workflow by describing the desired change in plain English or by editing the steps directly in the workflow editor. Earlier versions of the workflow are kept, so teams can review or revert changes as their renewal process evolves.

Who can see and act on renewal records inside the workspace?

Workspace users are set up as admins or members, and tasks and approvals such as recording engagement notes or approving non-standard terms are assigned to specific team members. Workspace activity is logged, giving managers visibility into who acted on each renewal and when.

How does the customer take part in the renewal without logging in?

Customer contacts receive their quote and decision request by email and respond through a form, with no account required. Their decision and comments are saved directly to the renewal record, keeping the full customer interaction visible alongside internal notes and approvals.

Can this workflow be set up quickly for a new team or account owner group?

Yes, the renewal workflow is a ready-to-use template, so a workspace can publish it and start running live renewals within minutes rather than undertaking a development project. Teams can begin capturing renewals immediately and refine the workflow's steps over time as needed.

Ready to use this workflow?

Create a free account and customise this workflow for your business.