Handling an At Risk Account

Forecast your book of business with and determine which accounts are At Risk.
Look at their usage, activities in product, last outreach, conversation history with the customer in your CRM. If you don’t have a CRM consult your notes or the spreadsheet you use to stay organized.
Determine how to save the account.
Reach out to the customer via phone, then email and book time. Suggest 3 times you are available to meet with them OR Book a meeting on the POC’s calendar 10 days out. Do not just supply your calendar booking link, the chances of them booking are low.
Once you get in contact/have a meeting booked, prepare for the discussion with data/screenshots/insights to highlight value and work to change the situation.
Design a plan with the customer to get things back on track. Document this in an agreed upon Success Plan with tasks/to-do’s for all involved.
If a customer still won’t commit to renewal, escalate to a manager.
Meet with leadership and bring a few suggestions on how to improve the situation/save the account.