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Customer success teams use Exec to practice the conversations that win or lose revenue after the sale: at-risk renewals, QBRs that executives actually attend, and expansion asks. CSMs talk to an AI customer who has doubts the way actual customers do, and every session ends with a scorecard that grades the behaviors that keep accounts. This guide covers what to build first, which skills to track, and a rhythm built around your renewal calendar.

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Start with One Scenario

When you created your workspace, Exec read your company website and drafted roleplay ideas that fit your business. If you said you were training customer success, those ideas already lean toward renewal and account conversations. Pick the one closest to a call your CSMs actually have, answer a couple of quick questions, and Scenario Studio builds it in about two minutes. Run it yourself before showing anyone. Talk out loud like it is a live call, end the session with the green End button, and read the scorecard. If the customer gets a detail about your product wrong, edit the scenario and tell the agent what to change in one sentence. New to running sessions? Start with Complete Your First Roleplay.

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Scenarios Worth Building

Here are the builds CS teams get the most out of. Copy a prompt, fill in the bracketed fields, and paste it into the Scenario Studio chat. The full collection lives in the Prompt Library.

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At-Risk Renewal

When to use: Renewals arrive as surprises and CSMs discover risk too late. 
I am a [JOB TITLE] at [COMPANY], and I want to build a renewal call scenario where I am speaking with a [CUSTOMER TITLE] whose contract for [PRODUCT/SERVICE] renews in [TIME PERIOD] and whose usage has dropped.

My goal is to surface the actual reason usage dropped and secure a path to renewal.

For me to succeed, I must ask about the change directly instead of pitching around it, connect the product back to the business outcome they bought it for, and leave with a concrete renewal step.

This conversation is challenging because the customer is polite but disengaged, mentions a budget review, and will not commit to anything on the call.

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Quarterly Business Review

When to use: QBRs read as feature tours and executives stop showing up. 
I am a [JOB TITLE] at [COMPANY], and I want to build a QBR scenario where I am presenting quarterly results to a [EXECUTIVE TITLE] at a customer using [PRODUCT/SERVICE].

My goal is to prove business impact and get agreement on next quarter's success plan.

For me to succeed, I must lead with their outcomes rather than our features, tie every metric to a goal they stated, and get an explicit yes to the plan.

This conversation is challenging because the executive joins late, asks what they are actually getting for the money, and pushes back on one of my metrics.

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Price Increase Conversation

When to use: CSMs discount preemptively or bury the news at the end of a call. 
I am a [JOB TITLE] at [COMPANY], and I want to build a scenario where I have to tell a [CUSTOMER TITLE] that the price of [PRODUCT/SERVICE] is increasing by [PERCENTAGE] at renewal.

My goal is to deliver the news directly and keep the renewal on track.

For me to succeed, I must state the increase early instead of burying it, justify it with the value delivered this year, and hold the number without offering an unprompted discount.

This conversation is challenging because the customer reacts sharply, references a cheaper competitor, and asks to escalate to my manager.
Time your builds to the book of business. In the month before renewal season, have every CSM run the at-risk renewal scenario twice before their live renewal calls, and rotate QBR scenarios monthly so they stay current with your messaging.

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Skills to Track

Every scenario grades CSMs against evaluation criteria you control. For CS teams, the criteria that predict retention are:
  • Risk discovery. Asking the uncomfortable question directly instead of pitching around it.
  • Value articulation. Restating impact in the customer’s own metrics, not your feature names.
  • Executive presence. Leading the conversation with a senior audience rather than presenting at them.
  • Commitment capture. Ending with a specific agreed next step, not “sounds good.”
CSMs see how they scored on each criterion after every session, with lines they actually said and stronger phrasing they could have used. See Interpret Your Results for how to read a scorecard, and Skills for tracking these across the team.

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The Rhythm

The CS teams that get the most out of Exec anchor practice to the renewal calendar:
  1. Before renewal season. Every CSM runs the at-risk renewal scenario at least twice, minimum score Silver, before their first live renewal call. Assign it with a due date so no one skips it.
  2. Monthly. Rotate the QBR scenario to match this quarter’s messaging and this quarter’s most common pushback.
  3. After a hard call. When a live conversation goes sideways, remix the nearest scenario to match it and have the team run it that week.

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A Sample Three-Week Ramp Program

For new-CSM ramp, bundle scenarios into a Program with due dates and completion criteria. Programs come with Starter plans and above.
WeekFocusComponents
1Product and accountsAnnouncement with your success playbook, product-walkthrough roleplay (minimum Silver), intro survey
2RenewalsAt-risk renewal roleplay (minimum Silver, 2+ attempts), price increase roleplay
3Executive conversationsQBR roleplay (minimum Gold), account-plan action item, final survey
On Professional plans, attach a certification so CSMs who clear the bar get a record of it before taking their own book.

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Score Live Calls Too

Roleplays are practice. Call Scoring grades your live calls: connect Fireflies or Gong and Exec scores every recorded renewal or QBR on the same kind of scorecard your roleplays use, so you can see where value articulation breaks down with a customer on the line. Call Scoring works on every plan, including Free, and you pay only for the calls you score. Setup takes about five minutes: Set Up Call Scoring.

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Next Steps

Roll Exec out to your team

Invites, seats, groups, and your first assignment, in one walkthrough.

Plans and feature availability

What Free, Starter, Professional, and Enterprise each include.

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Getting Help

Need help? Contact us at [email protected] for guidance on building CS scenarios or rolling out practice to your team.