Who this is for
A CSM wants a repeatable cadence for surfacing renewal risk early enough to intervene meaningfully.
Renewal risk has an asymmetric timeline. Surfaced at 60 days, the CSM has time to repair the champion relationship, escalate to a sponsor, or rebuild the value story. Surfaced at 14 days, the CSM can only ask for a delay and hope.
The pre-renewal engagement-pulse pattern starts the risk-surfacing motion at 90 days out and uses engagement-velocity decay as the trigger.
CSMs typically work renewals by contract-date order, starting 30-45 days out. By that point, at-risk renewals have already missed the meaningful intervention window.
Put a reminder in your CS platform or calendar 90 days before each contract date; Outsolvi doesn't know contract dates and doesn't send renewal alerts. At the reminder, pull up the account's last 90 days in Outsolvi by searching the tracked emails list for its domain: counted opens and clicks on everything the CSM sent, with each email's reply label on its own page.
CSM triages the cohort by engagement trend: stable + high = healthy; declining = at-risk; flat-low = quietly disengaged.
Healthy renewals get the standard renewal motion. At-risk renewals get an executive-sponsor outreach and a value-recap touchpoint. Quietly disengaged renewals get a sponsor escalation immediately.
Throughout the 90-day window, watch for signs the champion is leaving: bounces, out-of-office replies that mention a new role or say they're no longer with the company, and new names showing up on threads. Outsolvi labels out-of-office replies, but it doesn't flag a departure, so the CSM reads those replies for it.
Track per-account renewal outcomes against the 90-day risk-tier classification; calibrate your triage rules each quarter.
Outsolvi has no engagement-velocity dashboard, renewal alerts or champion-departure detection, so the 90-day trend is something the CSM keeps. What Outsolvi contributes is clean inputs: opens graded as a person or a machine with the reason shown, so Apple Mail fetches and security scans don't make a quiet account look busy; link clicks; replies labelled Positive, Negative, Neutral or Out of office; and a domain search in the tracked emails list that pulls up everything sent to one account. Without trend data you trust, the risk-tier triage at day 90 can't be done.
90-day pulse is the standard. Mid-market deals have enough engagement volume for the trend to be informative.
Extend pulse to 120 days; enterprise renewal motions need longer runway for executive-sponsor outreach.
Compress pulse to 60 days; SMB engagement-velocity trends saturate fast and longer windows add noise.
The triage is trend-based, not absolute. A low-engagement customer with stable engagement is healthy. A drop from low to zero is the risk signal.
Yes, with a calendar and a sheet. Outsolvi doesn't send engagement-pulse alerts or compute health scores; it supplies the graded opens, clicks and reply labels, and the CSM keeps the 90-day reminders and the trend. That can complement a CSM platform's health-score outputs, or stand in for them on a small book of accounts.
Free tools, articles, glossary entries, and features that pair with this pattern.
14-day free trial, no credit card. Graded opens, hot-lead alerts, reply labels, Outlook and Gmail add-ins.
Start 14-Day Free TrialNate built Outsolvi after watching every email-tracking tool he had ever used lie to him about opens. Outsolvi grades every open as a person or a machine, in Outlook and Gmail, so the number on the dashboard is one a rep can actually act on.
We update these pages when the underlying mechanics change. new mailbox-provider rules, new tracker behavior, new measurement gaps. The dates above are real revisions, not auto-touches.