Objective · Customer Success — renewals

L2Lift renewal rate by 8 pts via AI account briefings

Sponsor Yuki Tanaka (VP Customer Success) · target 31 Jan 2027

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Scenarios

Scenario

Account-briefing coach

Low effort, low risk. Lifts renewal ~3-4 pts.

Cost£96khigh
Calendar1.4 mohigh
Effort1.7 mo
Sequence
  1. Brief generator
  2. CSM training
  3. Measure renewal lift
Risk:Won't hit 8 pts on its own.
Scenario

Autonomous prep + recommendation

Targets full 8 pts. Needs guardrails on commercial recommendation.

Cost£244kmed
Calendar3.3 momed
Effort4.4 mo
Sequence
  1. Brief generator
  2. Proposal drafter
  3. Scoring + guardrails
  4. Phased rollout by segment
Risk:CSM role partially reshaped — moves up the value stack.