Renewals
Contents
Renewal principles
Prepaid credit plans (usually annual) work for both sides. Customers get a discount, and we get confirmed revenue.
When estimating the renewal amount, accurately project how many credits the customer will need over the next 12 months (or whatever period applies — e.g. 6 months if they prepaid for 6). This isn't the time to upsell. Drive that later through product usage.
For mechanics, see Contract rules and How to create contracts.
When to start
- Active accounts: start renewal conversations 2 months before the renewal date.
- Quiet accounts: start 3 months out, to allow time for re-engagement.
Vitally and Slack remind you automatically. At the 2-month mark, the customer moves into the Upcoming renewal segment, a Vitally task is assigned to you, and Slack pings you.
Start with a message in the shared Slack channel — the person you worked with last time might not be the right contact now. Flag the renewal date and ask about preferred next steps.
As things progress, update the renewal opportunity in Salesforce.
Unique renewal cases
Customers running out of credit early
Credit bot will ping you in Slack if a customer is set to run out of credits before their renewal date. Treat this as an early renewal — same process applies. Make sure the customer has a credit card on file so any overage bills get paid.
Customers with credits expiring at end of contract
If a customer has a balance when their contract ends, the credits expire and they move to monthly payments. We have rules to let customers carry over credits on a flat renewal or higher.
If you spot a customer trending this way, reach out early to explain the credit expiry and the options. Use the call to explore projected growth and other use cases. Start the renewal conversation 3 months out so you have time to explore new features and figure out if the carry-over is worth it for them.
Customers with irregular contracts
Many customers are on legacy contracts that don't follow our contract rules — non-Net 30 payment terms, unique discounts, legacy pricing, monthly or quarterly payments.
Prioritize migrating these customers to standard pricing and discounts. The conversations may be difficult, but stick to handbook pricing whenever reasonable — and share the handbook directly to back up your point. Use your judgment on when an irregular term is a deal-breaker worth keeping.
Renewal discussions
Do these on a call. There are a lot of moving parts and talking through it works best.
Before the call:
- Review the customer's usage and start a quote in Quotehog.
- For usage data beyond the last 6 months, use this PostHog dashboard and edit the variables.
- Check if they're on a legacy pricing tier — either move them to standard pricing or factor it into your quote.
Use the call to learn about their PostHog experience so far and what's coming up next. It's also a good chance to explain how contracts, credits, and discounts work — our pricing philosophy and contract rules pages are useful references.
When walking through the quote, start with past usage and anchor to their main products (there can be a lot of numbers). Explain how you projected each product's usage. Check in throughout to make sure your assumptions still hold.
After the call, share the public quote link with the customer along with any usage info you discussed.