A key Customer Success Management responsibility is managing a client's subscriptions, renewals, and expansion. The new Subscriptions 2.0 experience in ClientSuccess will provide simple and powerful tools for tracking and forecasting subscriptions of individual recurring products and reporting monthly and annual recurring revenue.


Definitions

  • Active Subscription: A Subscription with a status of active (not renewed, not forecast, not terminated, recurring).
  • Potential Subscription: A record of the probability and terms of a product that may be purchased. 
  • Past Subscription: A renewed or terminated subscription.
  • One-time Purchase: A non-recurring product that has been purchased.
  • Quantity: The amount of your product that has been purchased (such as users, seats, API calls, etc).
  • Start Date: The date the Subscriptions began or will begin (not a contract sign date).
  • End Date: The date the Subscription ended or will end.
  • Months: Term length in whole months. Whole months are calculated by counting the months between the start date and date closest to the end date, without going over, and then incrementing by 1 if the number of days between the closest matching date and the end date is more than 14. Terms less of less than 14 days will be counted as 1 month.
  • Term: The length of the Subscription in whole months.
  • Amount: The amount of the individual Subscription (not MRR, ARR, ACV, or TCV). For example, if your customer is paying $199/month for 7 months, then the "Amount" will be $1,393.
  • Auto-renew: A Subscription with auto-renew enabled will automatically renew on it's End Date. 
  • Forecast: A record of the probability and terms of a renewal of an active subscription.
  • Probability: A scale from 0 - 100 indicating your confidence the Subscription will renew.
  • Forecast MRR: Subscription Forecast Amount, divided by Term.
  • Forecast ARR: Forecast MRR multiplied by twelve.
  • Forecast Core Renewal Percentage: Subscription Forecast Amount's percentage of Subscription Amount, but not more than 100%. 
  • Forecast Net Renewal Percentage: Subscription Forecast Amount's percentage of Subscription Amount.
  • Forecast Up-sell:  Positive difference between the Subscription Forecast Amount and the Subscription Amount.
  • Forecast Down-sell:  Negative difference between the Subscription Forecast Amount and the Subscriptions Amount.
  • Total Forecast Amount: Sum of selected Subscriptions Forecast Amount.
  • Total Forecast Core Renewal Percentage: Selected Subscriptions Forecast Amount's percentage of Subscription Amount, but not more than 100%.
  • Total Forecast Net Renewal Percentage: Selected Subscriptions Forecast Amount's percentage of Subscription Amount.
  • Total Forecast Up-sell:  Sum of selected Subscriptions Forecast Up-sell.
  • Total Forecast Down-sell: Sum of selected Subscriptions Forecast Down-sell.
  • MRR: Monthly Recurring Revenue (Sum of Active Subscriptions, divided by the term).
  • ARR: Annualized Recurring Revenue (MRR multiplied by twelve).
  • TSV: Total Subscription Revenue (Sum of Active Subscriptions).
  • Core Amount: Sum of Active Subscriptions with End Dates within a designated period. 
  • Core Renewal: Sum of Subscriptions renewed within a designated period, but not more than 100% of the Previous Amount.
  • Net Renewal: Sum of Subscriptions renewed within a designated period.
  • Upsell: Sum of Subscriptions renewed within a designated period, minus Previous Amount.
  • Downsell: Negative difference between Core Renewal and Start Amount, minus Churn.
  • Cross-sell: Sum of new Subscriptions for clients with renewals within the same designated period.
  • Termination: Sum of Subscriptions terminated within a designed period.
  • Churn: Sum of Subscription down-sell or termination within a designated period.
    Renewal Date The earliest End Date of all Active Subscriptions. Renewal The process of marking one or more active subscriptions as renewed and converting their forecasts into active subscriptions. 


Browsing subscriptions

Subscriptions are grouped under two tabs: Active and Past. All new subscriptions will be added to the Active tab. Once a subscription is renewed or terminated, it will be moved to the Past tab.


Adding a subscription or one-time product

To add a new subscription:

1. Click the "+" button in the upper-righthand corner of the Subscriptions module. 

2. Select a product from the list. If the list is empty, you will need to add a product on the Products settings screen.

3. In the modal that appears, enter the following required fields:

  • Quantity
  • Start date
  • End date
  • Months
  • Amount

If one or more Potential Subscriptions exist for this product, they will appear in a white area on the top of the modal. You may create a subscription based on a Potential Subscription by selecting it or combine several manually by entering the data into the fields below.

4. Optionally, you can also add a note, flag recurring products for auto-renewal, and attach files.

5. Click the "Add product" button.


Editing a subscription or one-time purchase

To edit a subscription or one-time purchase:

1. Click the name of the product or select "Edit" from the contextual menu that appears on the right edge when you hover over the row.

2. Make your desired changes.

3. Click "Save."


Edit a Subscription Forecast

As your client's renewal date approaches, you should be actively reviewing the details of their subscription and forecasting the probability of the renewal, including any up or down-sell. Discussing the renewal early reduces risk by providing time to resolve concerns, explore opportunities for expansion, and to sufficiently articulate how you are delivering on their key business objectives.

A Forecast is created automatically for each subscription with a probability of 70%. The Forecast can be referenced individually for each client's subscription or in aggregate on the Renewals screen, including probability, reason codes, and notes. Potential ARR or MRR (depending on which you have selected as your primary metric), up-sell, down-sell, total Amount, core renewal, and net renewal metrics provide importing insights into the expansion or loss.

To edit the Forecast of the upcoming renewal:

1. Click the "Renewal" button in the tab bar within the Subscriptions module.

2. Each of the Subscriptions that share the next upcoming renewal date will appear in the Renewal Modal as individual rows. Details of the Active Subscription is in the left column and the Forecast is on the right.

3. Click on the Forecast that you would like to edit.

4. Make your desired changes. Options include:

  • Quantity
  • Start Date
  • End Date
  • Months (term)
  • Amount
  • Probability
  • Auto-renew
  • Attach files
  • Notes

5. If the amount results in a down-sell, you will be required to select at least one of three reason codes and enter a note.

6. Click "Save."

7. Click the 'x' icon in the upper-righthand corner to exit.

To edit the Forecast of an individual Subscription, locate the Subscription on the Active tab and then select "Forecast" from the contextual menu that appears on the right edge when you hover over the row.

To edit the Forecast of multiple Subscriptions with different End Dates, locate the subscriptions on the Active tab and check the checkboxes to the left of the product name. Then click the "Renewal" button in the tab bar.


Renewing subscriptions

To book the upcoming renewal:

1. Click the "Renewal" button in the tab bar within the Subscriptions module.

2. Each of the Subscriptions that share the next upcoming renewal date will appear in the Renewal Modal as individual rows. Details of the Active Subscription is in the left column and the Forecast is on the right.

3. Optionally, update the Forecast to reflect the final details of the new Subscription (see "Edit a Subscription Forecast above").

4. Click "Renew" in the upper-lefthand corner of the screen.

5. Confirm that you indeed want to proceed with booking the renewal by clicking "Yes, renew" in the confirmation dialogue that appears.

6. Click "Done" on the success screen to finish.


The previous Subscription will be moved to the Past tab and the new Subscription will take it's place.

To Renew an individual Subscription, locate the Subscription on the Active tab and then select "Renew" from the contextual menu that appears on the right edge when you hover over the row.


To Renew multiple Subscriptions with different End Dates, locate the subscriptions on the Active tab and check the checkboxes to the left of the product name. Then click the "Renewal" button in the tab bar.


Add midterm upsell

Midterm upsell is managed by adding upsell line-items to existing Subscriptions. To add midterm Upsell to a Subscription:

1. Click the name of the product to edit the Subscription.

2. Click "Add upsell" in the modal that appears.

3. Enter the following required fields:

  • Upsell quantity (the increase, not the new total)
  • Upsell amount (the increase, not the new total)
  • Upsell date (must be within the Subscription term)

4. Click the "Add upsell" button to save.


The Subscription amount, quantity, and metrics will increase to reflect the Upsell.  Learn more about how midterm upsell is calculated and how it affects MRR, ARR, and TSV.


Edit midterm upsell

To edit midterm Upsell on a Subscription:

1. Click the name of the product to edit the Subscription.

2. In the modal that appears, existing Upsell will be listed below the Subscription details. Hover over the Upsell line-item you wish to edit and then select "Edit" from the contextual menu that appears on the right.

3. In the new modal that appears, edit the Upsell and then click "Save."


Delete midterm upsell

To remove midterm upsell from a Subscription:

1. Click the name of the product to edit the Subscription.

2. In the modal that appears, existing Upsell will be listed below the Subscription details. Hover over the Upsell line-item you wish to delete and then select "Delete" from the contextual menu that appears on the right.

3. In the new modal that appears, click "Yes, deleted."


The Upsell will be deleted and the total Subscription amount will decrease by the Upsell amount.


Terminating a subscription

Only active subscriptions may be terminated. To terminate a subscription:

1. Locate the subscription on the Active tab and then select "Terminate" from the contextual menu that appears on the right edge when you hover over the row.

2. In the modal that appears, adjust the termination date if desired, select up to three reasons, and enter an explanation.

3. Click "Yes, terminate."


The subscription will then be moved to the Past tab with a status of Terminated.


Un-terminating a subscription

If you have accidentally terminated a subscription and need to reverse the action:

1. Locate the subscription on the Past tab and then select "Un-terminate" from the contextual menu that appears on the right edge when you hover over the row.

2. Click "Yes, un-terminate."


The Subscription will then be moved back to the Active tab with a status of Active.


Deleting a subscription

Note that deleting a subscription permanently removes it, including it’s forecast. There is no undo. This should only be done to remove a subscription that was added or renewed by mistake. Deleting a renewed subscription will re-active the previous subscription. If your customer has decided end their subscription, it should be terminated.


To delete a subscription:

1. Locate the subscription on the Active tab and then select "Delete" from the contextual menu that appears on the right edge when you hover over the row.

2. Click "Yes, delete."


Deleting a one-time purchase

To delete a one-time purchase:

1. Locate the purchase on the Past tab and then select "Delete" from the contextual menu that appears on the right edge when you hover over the row.

2. Click "Yes, delete."


Frequently asked questions


Q
: Why am I unable to add a second subscription for the same product?

A: In order to accurately forecast and manage renewals, it is necessary to track purchases as a single subscription. Additional seats or price increases should be added as upsell.


Q
: How do I undo a renewal?

A: Delete the new, active subscription. The previous subscription will be re-activated. See the instructions above for deleting a subscription.


Q
: Why can't I undo a renewal that happened a while back?

A: Renewing subscriptions creates a chain of history. Plucking a renewal out of the middle of the chain would disrupt the space-time continuum. If a subscription has been renewed multiple times incorrectly, you need to delete the renewals one at a time, in reverse order. As each subscription is deleted, the previous subscription is re-activated. See the instructions above for deleting a subscription.


Q
: How do I un-terminate a terminated subscription?

A: See the instructions above for un-terminating a subscription?


Q
: Why is the "un-terminate option disabled for some terminated subscriptions?

A: A terminated subscription cannot be un-terminated if an active subscription for the same product exists. Any active subscriptions of the same product must be deleted before the option to un-terminate will become available.


Q
: Do you support month-to-month subscriptions?

A: Yes. A month-to-month subscription is simply a subscription with a one month term that is set to renew automatically.


Q
: Why is there an orange warning icon next to a Subscription?

A: The orange warning icon indicates a Subscription that is expired (past it's End Date).


Data import

We are happy to import Subscriptions for you any time via a CSV file. Export your subscriotions from another platform, compose your own file, or our templates (Subscriptions, mid-term upsell) and then send it to us via the messenger below. Note the type and formatting field requirements in the tables below. Note that Subscriptions that are immediately sequential by a one day will be skipped.


Subscriptions

  • ID
    Default value: (none)
    Type: Text
    Required: No
    Format requirements & notes: Unique ID of your choosing
  • Client Name
    Default value: (none)
    Type: Text
    Required: Yes
    Format requirements & notes: Name must exactly match the Client name in ClientSuccess
  • Renewed by ID
    Default value: (none)
    Type: Text
    Required: No
    Format requirements & notes: The ID of the parent Subscription
  • Product Name
    Default value: (none)
    Type: Number
    Required: Yes
    Format requirements & notes: Name must exactly match a product name in ClientSuccess
  • Salesforce Opportunity ID
    Default value: (none)
    Type: Text
    Required: No
    Format requirements & notes: (none)
  • Quantity
    Default value: 1
    Type: Text
    Required: No
    Format requirements & notes: (none)
  • Start Date
    Default value: (none)
    Type: Date
    Required: Yes
    Format requirements & notes: YYYY-MM-DD
  • End Date
    Default value: (none)
    Type: Date
    Required: Yes
    Format requirements & notes: YYYY-MM-DD
  • Auto renew
    Default value: True
    Type: Boolean
    Required: No
    Format requirements & notes: 
  • Amount
    Default value: $0
    Type: Number
    Required: No
    Format requirements & notes: No decimals
  • Note
    Default value: (none)
    Type: Text
    Required: No
    Format requirements & notes: (none)
  • Forecast Probability
    Default value: 70
    Type: Integer
    Required: No
    Format requirements & notes: (none)
  • Forecast Quantity
    Default value: Subscription quantity
    Type: Integer
    Required: No
    Format requirements & notes: (none)
  • Forecast End Date
    Default value: 1 term length from Subscription End Date
    Type: Date
    Required: Yes
    Format requirements & notes: (none)
  • Forecast Amount
    Default value: Subscription Amount
    Type: Number
    Required: No
    Format requirements & notes: No decimals
  • Forecast Note
    Default value: (none)
    Type: Text
    Required: No
    Format requirements & notes: (none)


Mid-term upsell

  • Client Name
    Default value: (none)
    Type: Text
    Required: Yes, if Contract ID not provided
    Format requirements & notes: Must exactly match the Client Name in ClientSuccess
  • Contract ID
    Default value: (none)
    Type: Integer
    Required: Yes, if Client Name not provided
    Format requirements & notes: (none)
  • Upsell Quantitiy
    Default value: 0
    Type: Text
    Required: No
    Format requirements & notes: (none)
  • Upsell Amount
    Default value: $0
    Type: Number
    Required: No
    Format requirements & notes: No decimals
  • Upsell Date
    Default value: Today
    Type: Date
    Required: No
    Format requirements & notes: YYYY-MM-DD
  • Note
    Default value: (none)
    Type: Text
    Required: No
    Format requirements & notes: (none)
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