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7FA SOP Example

Sales and Onboarding

Client Management — Renewals and Upsells

What

Section titled “What”

TODO — the proactive renewal motion that keeps churn down and lifts ARPA, run before the contract end date catches anyone off-guard.

Who owns it

Section titled “Who owns it”

TODO — Account Manager, with Sales Director on the renewal call.

Steps

Section titled “Steps”
  1. TODO — 60 days before contract end, run the value review showing results delivered against the original goals.
  2. TODO — propose the renewal at the same or expanded scope, with the upsell tied to the next stage of the client’s growth.
  3. TODO — close the renewal, log the contract, hand back to delivery.

Definition of done

Section titled “Definition of done”

TODO — renewal closed at least 30 days before contract end, expansion rate above 20% of renewals, churn under 10% annually.