Renewal Risk: Brightpath SaaS
Account: Brightpath SaaS, Key tier, $38,000 ARR, Growth plan tier
Contract end date: October 22, 2026
Renewal Deal: #518714892508, "Brightpath SaaS - Renewal - Oct 2026," stage Qualified To Buy, priority High
Decision-maker: Rachel Kim, Engineering Manager. No Economic Buyer identified.
Health Score: 36.25, Red, unchanged since the August 27 review.
Related: Incident & Escalation (August 26 outage and recovery)
Cancellation risk: low. Rachel has never signalled an intent to leave.
Value realization risk: high. The advanced features Brightpath stopped using are included in the Growth tier they already pay for, not a higher tier they'd need to buy. They are paying the same amount for the same plan and extracting less from it than before the incident.
Relationship risk: reduced but not closed. Three on-call engineers have spoken to us since the working session; Rachel is still the only person with budget influence on record.
This is not a save play, and it is not a downgrade. Brightpath is on the same Growth tier as every other Key account, so there is no smaller plan to fall to. The risk is quieter: a renewal at full price on a plan they use a fraction of. That revenue still counts, but a customer in that position re-examines the price every year, and a discount does not fix it when the real issue is unproven value inside a plan they already have.
Renew with value re-established: requires measurable advanced feature use before October 22. Not on track today.
Renew as is: the default outcome if nothing changes. Full revenue retained, and a price conversation waiting next year.
Churn: unlikely, would require a second incident or a competing tool decision I have no signal of.
Working backward from the October 22 contract date: pull 90 days of usage data by September 15, to know precisely where adoption stands rather than relying on the last check-in. Confirm who actually signs the renewal by September 18, since no Economic Buyer has ever been identified for this account, and that gap needs closing before the renewal meeting, not during it. Run a targeted re-engagement session on one specific advanced feature by September 29, giving real usage time to show up before the conversation happens rather than another round of awareness. Hold the renewal meeting around October 1, three weeks ahead of the contract date, and raise the incident myself rather than wait for it to come up.
Tracked as HubSpot Tasks #516855743686, #516814292217, #516817586407, #516690119895.