Customer success renewal archive (2020–2024)

Five years of renewal cases with account health notes, renewal call transcripts, email threads and outcomes from a B2B software customer success team.

Each case here represents one account approaching renewal on Cedar Peak's platform. Our customer success managers documented health notes, risks and plans in Salesforce, and this archive pairs those with email threads, call transcripts and the final result: renewed, expanded, downgraded or lost. The case structure is the main strength. You can read the account's situation three months out, follow the conversation and then see how it ended. Lost accounts also carry a reason code, plus a short written account from the CSM. Reason codes reflect the CSM's view, which isn't necessarily the customer's. Call transcripts cover about 40 percent of cases, starting in 2021. Numbers of seats and contract values are banded, and company names are replaced throughout. The data describes one product's market, mostly North American trades and maintenance firms, so conclusions may not transfer elsewhere.