Playbooks
Renewal motionsThese are the renewal playbooks the agent runs every night. Each account in a renewal window gets the matching playbook (by ARR band), and each step drops onto the worklist at its timing. Edit the steps, timing, and owners here — the changes take effect on the next nightly run.
Actions vs. Goals. Every step is one of two things on the worklist. Action = something Carol does (call, nudge, send) — it lands in the worklist's Actions column, bucketed by when it's due, and she checks it off. Goal = an outcome the client drives (signs the order form, goes live, adopts a feature) — it sits in the Goals rail and is marked accomplished when they act.
The Type defaults to Auto, derived from the owner: Carol / Account owner / Carol + Becky → an action for that person; Automatic → Silent (a background milestone, no card). Set the Type explicitly to make it a Goal — e.g. a Carol-owned step that's really "client returns the signed SOW" can be tagged a Goal so it waits on them instead of nagging her.
Timing: renewal steps count down to the contract end date (T-60d = 60 days before renewal); stage steps count up from when the account enters the stage (+7d = 7 days after).