Worksheets and reference builds you can put to work this week.

Stop staring at utilization or logo count. The worksheet walks you through a tiered segmentation that maps each account to a CS motion — and surfaces the 20% of the book generating 80% of the expansion.

• Eight-segment framework with the diagnostic questions for each
• Editable, practitioner-tested—works in Notion, Sheets, or Excel
• A worked example: how I segmented a 400-account book at Spring Health
• Lifetime updates—new segments added as the playbook evolves

NRR hides what the CS function actually controls. This rubric isolates retention quality - logo survival, contraction discipline, renewal hit rate, multi-product penetration, sponsor coverage, adoption - and gives you a single GRR-ready scorecard to take into your next QBR.

• 8 dimensions, 0-3 anchors per dimension, totaling 0-24 with concrete next-QBR agendas per band
• Printable PDF (A4) + editable Markdown source - bring to your QBR, fill in, screenshot, ship
• Built for B2B SaaS CS leaders in the $20M-$300M ARR band
• Lifetime updates - rubric revised each quarter as the playbook compounds

Renewals rarely die on the renewal call. They die earlier, in onboarding gaps, adoption plateaus, and sponsor coverage that quietly decays across the in-cycle window. This checklist walks each of those eight pressure points - one row per dimension - so you can take it into a leadership offsite and surface the actual friction, not the dashboard version.

• 8 diagnostic rows across onboarding, adoption, and renewal - one per critical pressure point
• Printable PDF (A4) + editable Markdown source - run it with leadership, mark findings on paper, ship the agenda
• Built for VP/Director-level CS leaders in the $20M-$300M ARR band
• Lifetime updates - checklist revises as the renewal-friction playbook compounds