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Portfolio · For whoever carries the renewal number

Your customer is further into the renewal than you are.

Signals shows which accounts are turning, and why, while there is still time to act. Renewal Desk builds the offer, takes it to the customer and records what was decided.

Timing
Your customer decided the renewal before you started working it.

The customer's position forms in their budget cycle, 120 to 180 days out, and a 90-day renewal motion opens after it is set. 27% of CS teams run renewals digitally, the rest work them by hand, and 14.1% are measured on renewing on time.

Tropic, H1 2025 (vendor data) · Gainsight CS Index 2025, p. 20 · CS Collective, State of CS 2026, p. 37
The expansion
You lost the upsell before anyone presented it.

Existing customers bring in 70% of revenue and about 40% of new ARR. Expansion ARR costs about half of new-logo ARR per dollar, and fewer than 20% of companies measure what it costs. 60.7% of CS teams review health scores ad hoc or never, and 35.4% of companies share no KPI between sales and CS.

ChurnZero 2026 (median) · Benchmarkit 2025 · CS Collective, State of CS 2026, pp. 41 and 46
Control
You carried the renewal number with no say over the price or the terms.

CS owns renewal revenue at 54% of companies, while pricing sits with the executive team or finance and contract terms with sales. 70% of companies raised prices in 2024 and 40% did not tie the increase to customer value. On the customer's side, renewal cycles ran 30% longer in 2024 under CFO review.

ChurnZero 2025, p. 12 · CS Collective, State of CS 2026, pp. 28 and 29 · Chargebee 2025 (n = 473) · Vendr, Q1 2024 (vendor data)

Why it happens.

The renewal number, the evidence behind it and the decision itself each sit somewhere different, with different people.

WHO LEADS PRICING Executive team 29% Finance 17% Sales 15% RevOps 14% Customer success owns the renewal number at 54% of companies.
The number and the levers sit with different people.

CS owns renewal revenue at 54% of companies. Pricing is led by the executive team at 29%, finance at 17%, sales at 15% and RevOps at 14%, and contract terms sit with sales. CS runs the renewal process at 34% of companies, down from 45% in 2023.

ChurnZero 2025, p. 12 · Chargebee 2025 (n = 473) · CS Collective, State of CS 2026, p. 29 · Gainsight CS Index 2025
WHERE THE EVIDENCE LIVES Usageanalytics tool Supporthelp desk Feedbacksurvey tool Callsrecorder Poor data quality is the top barrier 70%+ Lack of integration between platforms 61%
The evidence is spread across tools that do not share it.

Usage arrives through an analytics vendor, support through a connector, feedback from a survey tool and calls from a recorder. In TSIA's 2025 poll, more than 70% named poor data quality as the top barrier to value from a CS platform, and 61% named the lack of integration between platforms.

TSIA, June 2025
WHO HOLDS THE DECISION CRMthe deal CS platformhealth SpreadsheetARR The renewal decision 0 of 10 vendors Gartner evaluated keep an ARR ledger
No tool holds the renewal decision.

The CRM holds the deal and the CS platform holds health. In Gartner's 2025 Magic Quadrant for customer success platforms, renewal forecasting is an optional criterion, and none of the ten vendors evaluated keeps an ARR ledger or names a finance user.

Gartner Magic Quadrant for CSM Platforms, November 2025, pp. 2 to 4 and 5 to 18 (reprint distributed by Gainsight)

What Portfolio does about it.

Signals covers the months before the renewal opens. Renewal Desk covers the offer, the negotiation and the outcome. The record underneath holds what each outcome did to ARR.

Signals, before the renewal opens Signals scores every account from product usage, support history, survey feedback and relationship quality, collected by Portfolio itself, with the CSM's own assessment kept as its own row. You set the components, the weights and the thresholds, and every score opens up to the working behind it. When health drops, the account reaches the person who can act, with the reason attached. Renewal Desk, the offer and the decision Renewal Desk builds the offer from the subscription lines you already hold and what the customer said on the calls. Nothing goes to the customer until a person has approved it. The negotiation runs with the calls on the record, and the outcome lands as renewal, expansion, contraction or churn. The record, what it did to ARR Every outcome lands as an ARR movement, and the NRR and GRR bridges trace back to the records that moved them. The renewal book reads by stage, forecast category and owner.
Customer health components, with each weight and threshold shown
Live capture · health components and weights

What ships today, and what is next.

Portfolio ships today. Engagements is a future release. Each has its own buyer and competes against different vendors, and you can buy one and never touch the other.

Customer success · VP CS
Portfolio

Two halves. Signals tells you which accounts are in trouble and why: health you can open up and check, churn predictions that name their model. Renewal Desk builds the offer from the lines you already hold, takes it to the customer with the calls on the record, and books the outcome: renewal, expansion, contraction or churn.

Bring your hardest account →
Project delivery · VP Services · Coming soon
Engagements

A future release for project delivery from the day the deal closes: plans, deliverables, change orders, time and margin, plus a portal your client will log into.

Show us your messiest onboarding →
Shared Platform

Portfolio runs on the Shared Platform: one customer record, four engines, Touchpoints and Mira. When Engagements ships it will run on the same one, so a project finishing there will move the health score here with nothing wired between them.

See the Shared Platform

Start with whatever is worst.

Bring something real and we will work on it during the call: an account you are worried about, a forecast you do not trust, an onboarding that went badly. Forty-five minutes.

Bring your hardest account Portfolio Show us your messiest onboarding Engagements