Overview

The Upcoming Plan Renewal trigger activates before a customer's subscription is scheduled to renew.

This trigger helps teams prepare for renewal events and proactively engage with customers before billing occurs.

It can be used for both internal preparation and customer communication.

How the Trigger Works

When GoCSM detects that a subscription renewal is approaching, the workflow begins automatically based on the configured timing.

You can configure the trigger to activate a set number of days before renewal.

This allows you to automate actions such as:

• Sending renewal reminders

• Notifying Customer Success teams

• Reviewing account health before renewal

• Preparing upsell conversations

Required Setup: Find Contact Step

After the trigger fires, the workflow needs to determine which contact in your CRM the event relates to. This is where the Find Contact action comes in.

The Find Contact step searches your CRM using information provided by the trigger event, most commonly the user’s email address.

Example:

Field: Email

Value: {{upcoming_plan_renewal.ownerEmail}}

This step is required because the trigger event originates from the connected application, not directly from your CRM. The Find Contact action links the event data to the correct contact record in your system.

Without this step, the workflow would not know which contact should be updated, notified, or messaged.

How to Build a Workflow Using This Trigger

1. Create a new workflow

2. Select Upcoming Plan Renewal as the trigger

3. Configure the number of days before renewal

4. Add the Find Contact action step

5. Map the Email field using the trigger variable ( {{upcoming_plan_renewal.ownerEmail}} )

6. Add any notifications, reminders, or follow-up actions

7. Publish the workflow

Recommended Uses

• Send renewal reminders to customers before billing occurs

• Notify Customer Success Managers about upcoming renewals

• Create separate workflows for monthly or annual subscription renewals

• Alert your team to review account activity before renewal to ensure strong adoption