Renewal Risk Brief

Summit Children's Clinic

PediatricsTucson, AZ45 seatsARR $48,600Renews 2027-02-15Auto-renew off

MEDIUM RISK

40 risk points · 198 days to renewal

Why this account is at risk

negative sentiment+20 pts

satisfaction score 0/100 from ticket and QBR tone

“Frankly this is getting ridiculous and our bookkeeper is upset.”
SourceCredit memo still not applied·2026-06-08·doc_0045_002

billing dispute+20 pts

documented in Overcharged on last invoice (2026-03-09)

“Support ticket from Summit Children's Clinic: Our June invoice charged us for 12 seats but our contract says 10. This is the second billing error this year and we are disputing the…”
SourceOvercharged on last invoice·2026-03-09·doc_0045_001

Customer sentiment

frustrated

Language across tickets and QBR notes trends negative — escalation, repetition, and churn wording.

“Frankly this is getting ridiculous and our bookkeeper is upset.”
Quoted fromCredit memo still not applied·2026-06-08

“This is the second billing error this year and we are disputing the charge until a credit is issued.”
Quoted fromOvercharged on last invoice·2026-03-09

Recent history

Usage trend

-3%

logins, quarter over quarter

Support load

0.9

tickets/mo · 0 open high-sev

Seat utilization

98%

active users ÷ paid seats

15-month usage

monthly logins

Recommended actions

Have the account manager call to hear concerns directly.
Resolve the disputed invoice and confirm the credit in writing.

What we don’t know

No QBR notes on file — sentiment rests on support tickets alone.