Renewal Risk Brief

Elm Street Counseling Center

Behavioral HealthLancaster, PA45 seatsARR $48,600Renews 2027-02-15Auto-renew on

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

“Office manager flagged budget pressure and asked about the lower tier ahead of renewal; price increase letter did not land well.”
SourceQBR notes — Elm Street Counseling Center Q1·2026-05-04·doc_0190_003

price sensitivity+20 pts

documented in QBR notes — Elm Street Counseling Center Q1 (2026-05-04)

“Quarterly business review, Elm Street Counseling Center (behavioral health). Office manager flagged budget pressure and asked about the lower tier ahead of renewal; price increase …”
SourceQBR notes — Elm Street Counseling Center Q1·2026-05-04·doc_0190_003

Customer sentiment

frustrated

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

“Office manager flagged budget pressure and asked about the lower tier ahead of renewal; price increase letter did not land well.”
Quoted fromQBR notes — Elm Street Counseling Center Q1·2026-05-04

“Office manager flagged budget pressure and asked about the lower tier ahead of renewal; price increase letter did not land well.”
Quoted fromQBR notes — Elm Street Counseling Center Q3·2025-11-06

Recent history

Usage trend

+6%

logins, quarter over quarter

Support load

0.5

tickets/mo · 0 open high-sev

Seat utilization

100%

active users ÷ paid seats

15-month usage

monthly logins

Recommended actions

Have the account manager call to hear concerns directly.
Prepare a value summary and tier options before renewal call.

What we don’t know

Every signal in this brief is backed by a cited document.