B2B account management is proactive, not reactive — but in most companies, renewals are tracked in spreadsheets, churn risk is spotted only when the customer complains, and upsell opportunities are missed because no one has the full picture.

Utilyx models B2B account management as an executable workflow: a portfolio view per account manager, automatic renewal detection, AI churn-risk scoring, upsell suggestions and quarterly business review generation.

The workflow is structured as a decision tree with 3 branches (renewal pipeline, churn-risk recovery, upsell opportunity) and 8 steps end-to-end. Every action is logged in the account_audit subtable. B2B renewals managed manually have a 25% missed deadline rate.

• Step 1 (Start — Portfolio scan): the workflow scans the account portfolio via sql-query against contract_record — pulling account_id, contract_value, renewal_date, health_score, account_manager. Each account manager sees their portfolio with contract value, renewal date, health score and open activities in one dashboard.

• Step 2 (Auto-renewal detection): the workflow scans renewal_date and triggers renewal tasks at T-90, T-60 and T-30 days before expiry — with the renewal playbook, stakeholder list and last-QBR attached. Each trigger creates a renewal_task with due_date and owner.

• Step 3 (Churn risk scoring): the copilote IA scores each account's churn risk (low/medium/high) via sql-query against usage_trends, support_volume, nps_score, stakeholder_changes, engagement_signals. The risk_score (0-100) is written to account_health_record.

• Step 4 (Branch — risk split): Branch A (low risk): standard renewal — digital renewal proposal via usePDF. Branch B (medium risk): account manager outreach + QBR before renewal. Branch C (high risk): auto-escalation to customer success director with a recovery plan template.

• Step 5 (Upsell suggestions — sub-branch): the AI proposes upsell or cross-sell opportunities per account based on product_gaps, usage_patterns and similar-customer journeys (sql-query against similar_account_profile), routed to the account manager with an upsell_brief attached.

• Step 6 (Quarterly business review): usePDF generates a branded QBR document per account — usage metrics, milestones, risks, action plan and renewal forecast — in 7 languages, ready for the customer meeting. The QBR is attached to the account record.

• Step 7 (Escalation): high-risk accounts auto-escalate to the customer success director via call-connector with a recovery plan template and the risk_score breakdown. The escalation is logged in escalation_log.

• Step 8 (Archive): QBRs and renewal contracts are archived in useArchive with index fields account_id, contract_id, qbr_date, renewal_date for audit and compliance.

Teams using Utilyx improve renewal rates by 20% and spot churn risk 60 days earlier thanks to AI scoring on usage and engagement signals — before the customer complains. The 25% missed-deadline rate of manual B2B renewals drops to near zero thanks to T-90/T-60/T-30 automated triggers.

The no-code visual designer lets a customer success leader build the workflow without developers, and the AI copilot generates risk-scoring and upsell logic from a plain-language description — 60% faster deployment at 70% lower TCO. The similar-account upsell matching lifts expansion revenue without extra headcount.

usePDF QBRs give every customer meeting a consistent, branded format across 7 languages. Portfolio dashboards roll up renewal pipeline, churn risk and upsell pipeline for executive review.

useArchive retains QBRs and contracts with configurable retention, supporting audit and compliance requirements, and the account_audit subtable gives revenue teams a defensible trail of every renewal, escalation and upsell decision.