Public workshop · Live online
SaaS Renewal Conversations for Customer Success Managers
09:30–14:30 UK time · GMT
Prepare and practise a candid SaaS renewal review. Explore value, use and unresolved concerns, handle customer dissatisfaction and agree actions that give the customer a clearer basis for its renewal decision.
- Microsoft Teams
- Maximum 4 participants
- English
- 4 training hours + lunch
Who is this for? customer success managers and Account Managers who lead SaaS customer reviews, discuss renewal concerns and coordinate actions with commercial, support or delivery colleagues.
Workshop agenda
| Time (GMT) | Session | What you will practise |
|---|---|---|
| 09:30–10:00 | Start with the customer’s decision | Review an illustrative account approaching renewal. Identify what the customer needs to decide, whose views matter and which concerns the account team has yet to explore. Your output: A clear review purpose and a short list of questions for the renewal conversation. |
| 10:00–10:45 | Use evidence without borrowing certainty | Sort objectives, activity figures, customer comments and open commitments. Practise explaining what the evidence shows and asking about the gaps instead of assuming activity proves value. Your output: An account review brief with evidence, assumptions and questions clearly separated. |
| 10:45–11:30 | Find the concern behind low use | Use paired practice to explore changed priorities, duplicated processes and missing ownership. Develop an opening that invites a candid response and acknowledges an unresolved supplier action. Your output: A review opening and focused questions linked to the customer’s work. |
| 11:30–12:30 | Lunch break | Optional 10-minute 1-to-1 video check-in with Paul to review feedback and focus your afternoon practice. |
| 12:30–13:15 | Lead a challenging renewal exchange | Each participant leads a short observed conversation with a dissatisfied customer. Rotate customer and observer roles; feedback examines listening, acknowledgement, evidence use and action ownership. Your output: Individual observations and a specific response to improve. |
| 13:15–14:00 | Refine the response and agree action | Repeat the selected exchange after feedback. Build a manageable plan that identifies the right stakeholder, realistic supplier commitments and what the next review should examine. Your output: A refined response and a renewal-readiness action plan with named roles. |
| 14:00–14:30 | Make the next review more useful | Rehearse a concise closing summary. Select 2 behaviours to apply in a suitable account review and identify a practical way to check their use with your manager or colleague. Your output: A customer review closing and a personal application plan. |
Preparation and follow-up
Before the workshop
Allow 15–20 minutes to read the sample account brief and draft a customer review opening. You may use an approved, anonymised example instead.
After the workshop
Revise the review opening and action plan. Identify 2 priorities and a review point for applying the approach at work.
Your individual report separates feedback on the written opening and plan from listening, acknowledgement and ownership observed in live practice. It includes 2 workplace priorities and a review prompt.
Bring: an anonymised renewal challenge or use the sample account brief. Exclude confidential usage records, personal information and sensitive contract terms.
Direct booking · GBP
Workshop prices
Book 1 place or all 4 for your company.
Super early birdPrice and closing date to be confirmed
Early birdPrice and closing date to be confirmed
| Booking | UK total including 20% UK VAT | Eligible non-UK business total without UK VAT |
|---|---|---|
| 1 participant | £180£150 + £30 UK VAT | £150Per participant |
| 1 company · All 4 places10% company discount | £648£540 + £108 UK VAT £162 per participant | £540£135 per participant |
Non-UK business bookings: we confirm business status, the receiving establishment and applicable taxes before invoicing. UK VAT applies to private individual bookings, including overseas individuals.
Interested in booking?
Tell us the workshop and number of places. We confirm availability, VAT treatment and booking-specific cancellation/refund terms, then send an invoice with Starling bank-transfer details. Places are confirmed after payment. Booking terms.
Or email training@newskilz.com.
Practical information and confidentiality
- Join on a laptop or desktop with a microphone, camera and reliable internet connection. Microsoft Teams joining instructions are sent by email.
- Participants may come from different companies. Attendance is subject to a confidentiality agreement covering NewSkilz and every participant. Use demo environments or fictional data; exclude customer information, passwords and sensitive material.
- The live workshop must not be recorded, photographed or transcribed. Screenshots, automated transcription and AI meeting assistants are not permitted.
- Preparation and follow-up submissions are sent privately to NewSkilz and will not be shared with other participants without your permission.
For access requirements or learning needs, contact NewSkilz before booking so we can discuss suitable arrangements.
Workshop questions
Do I need a particular customer success platform?
No. Practice uses a concise account brief and action-plan template, without requiring access to a customer system.
Does this cover price negotiation?
The focus is understanding concerns and preparing a credible renewal review. Price concessions and commercial trading belong in the dedicated negotiation workshop.
What if poor use is caused by the customer’s process?
Practise exploring the barrier, identifying the relevant owner and agreeing what needs to change before prescribing more product training.
Prefer private training? Discuss a remote or on-site workshop tailored to your team. Browse all public workshops.