Growth-stageLegal Technology

Moving a customer book off spreadsheets and automating renewals

Customer book in the CRM

HubSpotSlack
Play leadChristopherRevOps team · LeanScale
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The problem

The company had grown to a book of more than a hundred customers with no customer-success system behind it. The entire book lived in spreadsheets, renewal dates were tracked by hand, accounts had no assigned owner, and nothing in the CRM told anyone a renewal was approaching until it was nearly on top of them. There was no structured renewal motion at all.

The play

  1. 1
    Customer book migration

    Migrated nearly the entire customer book (100+ accounts) out of spreadsheets into the CRM, backfilling customer-success fields, health status, contract value and renewal dates, then verifying the data account by account.

  2. 2
    CS record model and layout

    Built a customer-success company view and page layout so CSMs work the account record itself rather than a side spreadsheet, with round-robin CSM assignment applied to new accounts.

  3. 3
    Automated renewal engineSlack

    Made closed-won deals auto-create a linked renewal deal, then layered a 120-day renewal alert with 90/60/30-day nudges posting into a dedicated Slack channel and creating tasks for the owning CSM.

  4. 4
    Enablement and training

    Shipped a customer-success enablement site and ran live team training, so the new motion was adopted rather than announced.

What it moved

Customer book in the CRM

Nearly the entire customer book (100+ accounts) moved off spreadsheets into the CRM, with customer-success fields, health, contract value and renewal dates backfilled and verified.

Renewal engine live. Closed-won deals now generate a renewal automatically, with 120/90/60/30-day alerts routing into Slack and creating CSM tasks, replacing manual renewal tracking entirely.

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