Renewal Risk Brief

Northgate Skin Clinic

DermatologyTucson, AZ10 seatsARR $14,400Renews 2026-08-15Auto-renew on

HIGH RISK

50 risk points · 14 days to renewal

Why this account is at risk

negative sentiment+20 pts

satisfaction score 0/100 from ticket and QBR tone

“We are comparing options before our renewal and this feature gap is the main sticking point.”
SourceTwo-way patient texting timeline·2026-05-12·doc_0164_002

competitor evaluation+20 pts

documented in Two-way patient texting timeline (2026-05-12)

“Support ticket from Northgate Skin Clinic: We have asked about two-way texting for a year. We are comparing options before our renewal and this feature gap is the main sticking poi…”
SourceTwo-way patient texting timeline·2026-05-12·doc_0164_002

Customer sentiment

frustrated

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

“We are comparing options before our renewal and this feature gap is the main sticking point.”
Quoted fromTwo-way patient texting timeline·2026-05-12

Recent history

Usage trend

-7%

logins, quarter over quarter

Support load

0.9

tickets/mo · 0 open high-sev

Seat utilization

90%

active users ÷ paid seats

15-month usage

monthly logins

Recommended actions

Have the account manager call to hear concerns directly.
Share the product roadmap; set an executive touchpoint.

What we don’t know

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