Where the signals come from
The three above surfaced in three different teams, months before anyone raised the renewal. Signals reads them, so they reach someone while there is still time to act.
- Onboarding slips · services, month 3
- Usage drops · product, month 15
- New CFO asks why · at the QBR, month 19
Why it happens.
The renewal number, the evidence behind it and the decision itself each sit somewhere different, with different people.
of companies have customer success owning the renewal number, while pricing is led by the executive team (29%), finance (17%), sales (15%) or RevOps (14%), and contract terms sit with sales.
of customer leaders named poor data quality as the top barrier to value from a CS platform, and 61% the lack of integration between platforms.
vendors in Gartner's 2025 Magic Quadrant for customer success platforms keep an ARR ledger or name a finance user. Renewal forecasting is an optional criterion.
What the surveys say.
The customer's position forms in their budget cycle, 120 to 180 days out, and a 90-day renewal motion opens after it is set. 27% of CS teams run renewals digitally, the rest work them by hand, and 14.1% are measured on renewing on time.
Existing customers bring in 70% of revenue and about 40% of new ARR. Expansion ARR costs about half of new-logo ARR per dollar, and fewer than 20% of companies measure what it costs. 60.7% of CS teams review health scores ad hoc or never, and 35.4% of companies share no KPI between sales and CS.
Customer success carries the renewal number while pricing sits with the executive team or finance and contract terms with sales. 70% of companies raised prices in 2024 and 40% did not tie the increase to customer value. On the customer's side, renewal cycles ran 30% longer in 2024 under CFO review.
What Portfolio does about it.
Signals covers the months before the renewal opens. Renewal Desk covers the offer, the negotiation and the outcome. Revenue Book holds what each outcome did to ARR.
What ships today, and what is next.
Portfolio ships today. Engagements is a future release. Each has its own buyer and competes against different vendors, and you can buy one and never touch the other.
Three parts. Signals tells you which accounts are in trouble and why: health you can open up and check, churn predictions that name their model. Renewal Desk builds the offer from the lines you already hold and takes it to the customer with the calls on the record. Revenue Book holds the outcome as an ARR movement: renewal, expansion, contraction or churn.
A future release for project delivery from the day the deal closes: plans, deliverables, change orders, time and margin, plus a portal your client will log into.
Portfolio runs on the Shared Platform: one customer record, three engines, Touchpoints and Mira. When Engagements ships it will run on the same one, so a project finishing there will move the health score here with nothing wired between them.
Start with whatever is worst.
Bring something real and we will work on it during the call: an account you are worried about, a forecast you do not trust, an onboarding that went badly. Forty-five minutes.