Home / Guides

QBRs, EBRs, renewals and expansion: guides for customer success

Updated October 2026

A renewal is decided long before the renewal call. These guides cover the work that leads up to it: business reviews that show real results, account and success plans, the 90, 60 and 30 day renewal timeline, negotiation, price increase notes and expansion. Start with the QBR template if you have a review coming up, or the renewal prep checklist if a renewal is.

• A QBR template: agenda, slide outline and follow-up email
  A QBR template for customer success: a 45 minute agenda, a six slide outline, a prep checklist and a follow-up email.
• QBR prep with AI: facts first, then the story
  QBR prep with AI without invented numbers: build a sourced fact pack, check it, then draft the story. Prompt template and checklist included.
• An executive business review template that respects an executive's time
  An executive business review template for customer success: how an EBR differs from a QBR, a one-page agenda, a sample outline and AI prep tips.
• An account plan template you can keep up to date across 80 accounts
  A practical account plan template for CSMs: five core fields, a filled example, and how to keep plans current across a large book of accounts.
• A customer success plan template that both sides actually use
  A customer success plan template with a worked example: outcomes, milestones, owners on both sides, risks and how to review it each quarter.
• Renewal prep at 90, 60 and 30 days: a checklist that keeps surprises out
  A renewal prep checklist for CSMs: what to check at 90, 60 and 30 days out, a renewal brief template and an AI prompt to automate it.
• Renewal email templates for every stage of the renewal
  Renewal email templates for CSMs: the 90 day value recap, the 60 day renewal kickoff, the 30 day nudge, and a renewal with a price change.
• Renewal negotiation checklist: how CSMs prepare for price pushback
  A renewal negotiation checklist for CSMs: value recap, stakeholder map, give and get trades, a walk-away plan, and answers to common price pushback.
• Price increase email templates for renewals that keep the relationship
  Price increase email templates for customer success: advance notice, renewal with new pricing, a reply to pushback, and a note for at-risk accounts.
• Upsell and expansion email templates that help instead of push
  Upsell and expansion email templates for customer success: usage limit, new team, renewal add-on and exec value note, written to help not push.
• NRR vs GRR: what each one tells a customer success team
  NRR vs GRR explained for customer success: formulas, a worked example, good benchmarks, and what CS can do to move each one.