90- or 60-day renewal reminder
Start the renewal conversation early with a message tailored to the account, plan, and next step.
Customer renewal video workflow
Customer renewal video workflows that drive retention
Use this workflow when renewal outreach needs to feel more personal than email alone. BHuman helps customer success teams send timely, relevant renewal videos at scale without asking each CSM to record every account touchpoint by hand.
CRM exportsCustomer success platformsCSV or API
Trigger ideas
When to send this workflow
At-risk account check-in
Send a more personal outreach when product usage, support volume, or stakeholder engagement signals churn risk.
Renewal plus upsell moment
Use a personalized renewal message to tee up expansion where the account is healthy and engaged.
Personalization
Fields worth personalizing
| Field | Example | Why it matters |
|---|---|---|
| first_name | Sam | Keeps the message person-to-person rather than account-to-account only. |
| company_name | Lighthouse AI | Useful for making the video feel specific to the customer's team. |
| renewal_date | June 30 | Anchors the message around a concrete timeline and next action. |
| plan_name | Growth | Lets the video reference the right package or account scope. |
| csm_name | Priya | Makes it clear who owns the next step and conversation. |
| booking_link | https://calendly.com/priya/renewal-review | Gives each account a direct route to the renewal conversation. |
Setup
How to launch this workflow
Step 1
Segment accounts by renewal stage
Start with one branch such as 90-day reminder, 30-day push, or at-risk renewal outreach.
Step 2
Pull the account fields that change the message
Use renewal date, plan, owner, and any health or expansion signal that changes the tone of the video.
Step 3
Create separate video templates for healthy and at-risk accounts
This keeps the message relevant and avoids a one-size-fits-all renewal motion.
Step 4
Send from your CRM, CS platform, or batch process
Launch with CSV or recurring exports, then automate more deeply if the workflow proves effective.
CSV example
Sample fields to map
first_name,company_name,renewal_date,plan_name,csm_name,booking_link,email Sam,Lighthouse AI,June 30,Growth,Priya,https://calendly.com/priya/renewal-review,sam@lighthouse.ai
Copy ideas
Copy-and-paste video scripts
Use these as starting points, then adapt the tone to your team and workflow.
90-day renewal reminder
Use this for healthy accounts when you want to start the renewal conversation early.
Hi {{first_name}}, I wanted to send a quick note as {{company_name}} gets closer to your {{renewal_date}} renewal. You are currently on the {{plan_name}} plan, and I thought it would be useful to connect early so we can review what is working well and what you may want to adjust before renewal. You can book time with {{csm_name}} here: {{booking_link}}.
At-risk account check-in
Use this when the account needs a more supportive, higher-context touch.
Hi {{first_name}}, I wanted to reach out personally before your {{renewal_date}} renewal. Rather than send another generic reminder, I wanted to make sure {{company_name}} has a chance to talk through goals, blockers, and what would make the next term more valuable. {{csm_name}} is here if it would help to review it together: {{booking_link}}.
Renewal plus expansion conversation
Use this for healthy accounts where upsell or expansion is realistic.
Hi {{first_name}}, with {{company_name}} approaching renewal on {{renewal_date}}, this is a good time to review both your current setup and what else could help your team. Since you are already on {{plan_name}}, we can also look at whether a bigger rollout makes sense. If you want to talk it through with {{csm_name}}, here is the easiest next step: {{booking_link}}.
Why BHuman
Why teams use BHuman for this workflow
Makes renewal outreach feel more human
A personalized video stands out more than another reminder email, especially when the relationship matters.
Scales across many accounts
Customer success teams can keep the touch personal without turning renewal season into a manual recording sprint.
Supports both retention and expansion
The same workflow can branch into healthy-account renewal, at-risk recovery, or upsell outreach depending on account context.
Proof
Proof this workflow maps to real BHuman outcomes
These examples come from public BHuman reviews and customer stories, not made-up placeholder proof.
20-30x
Higher response from new-user video greetings
A BHuman customer shared that personalized welcome videos for new sign-ups increased response rates by 20 to 30x compared with the old approach.
Source: User of the Week: Dori O'Neill
3x
Fast lift from a first campaign
One public BHuman review says the first campaign delivered 3x response rates, which is the kind of improvement these workflow pages are designed to support.
Source: BHuman customer review
Scale
Automation without fighting quality
Another customer described BHuman as the only platform they could fully automate at scale without struggling with quality.
Source: BHuman customer review
FAQ
Common questions about this workflow
When should a customer success team send renewal videos?
The most useful moments are 90 days out, 30 days out, and whenever an account shows signs of churn risk or expansion readiness.
Do renewal videos only work for at-risk accounts?
No. They also work well for healthy accounts where you want to reinforce value and set up the renewal conversation early.
Can BHuman support both retention and upsell outreach?
Yes. You can use different templates and personalization fields for retention, risk recovery, and expansion motions.
Related pages
Keep exploring
BHuman vs Synthesia
Useful if you are comparing training-style video with a more personal customer-facing renewal workflow.
BHuman vs HeyGen
Useful if you are comparing broad AI video creation against a retention-focused personalization workflow.
Reduce churn use case
The closest existing BHuman use case to retention-focused renewal messaging.
Drive upsells use case
Helpful if you want the same workflow to support expansion as well as renewal.
More workflows
Related workflow guides
HubSpot personalized video workflows with BHuman
A practical guide for using BHuman with HubSpot to send personalized videos after form fills, demo requests, and onboarding milestones.
Salesforce personalized video workflows with BHuman
A workflow guide for SDR, AE, and RevOps teams using Salesforce to send personalized videos at scale without manual recording.
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