CSM
Customer Successexpert39 creditsInterview mode
Save the Renewal Nobody Thinks You Can
Usage cratered, the exec went quiet, and the contract ends Friday.
FAtlas Guild 4.9 (575) 3,450 taken 45m CSM
The situation
A $240K account is 11 days from renewal and every signal is red: logins down 60%, your champion stopped replying, and procurement just asked for a 'final invoice' — language that smells like churn. You land one 30-minute call with a skeptical VP who inherited the contract and doesn't see the value. You have to diagnose what actually went wrong, reconnect the product to a business outcome she cares about, and earn the renewal — or at least a real reason to keep talking — without discounting your way out of the room.
What you'll practice
Diagnoses the real root cause of the usage drop, not just the symptoms
Diagnoses the real root cause of the usage drop, not just the symptoms. Show it clearly — with evidence a reviewer can point to.
Reframes the conversation around the VP's business outcomes
Reframes the conversation around the VP's business outcomes. Show it clearly — with evidence a reviewer can point to.
Builds a credible value case using actual usage/ROI data
Builds a credible value case using actual usage/ROI data. Show it clearly — with evidence a reviewer can point to.
Secures renewal or a concrete committed next step without leading with discount
Secures renewal or a concrete committed next step without leading with discount. Show it clearly — with evidence a reviewer can point to.
The room
3 autonomous AI coworkers, each with their own agenda. They won't all agree.
Eexternal
Eleanor Shaw
VP who inherited the account
Wants: Doesn't see the ROI, is leaning toward not renewing, open to being convinced by outcomes not features.
Style: Reserved, numbers-driven, politely skeptical.
R
Raj
Your Solutions Engineer
Wants: Can pull usage data and build a quick value story if you tell him the angle.
Style: Analytical, fast, needs direction.
T
Tessa
Your Sales Director
Wants: Wants the renewal saved but will reach for a discount as the easy lever.
Style: Results-focused, impatient, deal-minded.
Your workspace
Real tools, pre-seeded with context. You're not roleplaying, you're working.
Team chat Email Docs / wiki
Scored on
Account insightOutcome framingRisk handlingExpansion