Sub-function
Expansion & Renewals
Owns renewal work end to end inside Sales. Runs 3 lines across 17 stations, drains the repeatable share into the O2C tower, and holds 2 human gates.
Estate rating
BBB
74 / 100
Standard renewals process touchless at the quote. Concessions and save offers require an approver because they set precedent across the base.
Agents
9
Lines
3
Units / wk
10,746
Timetable vs actual
8.7h → 9.9h
Cost / unit
$15
was $44
Run-rate saving
$15.8M
annualized at this volume
The 9 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Renewal Orchestrator
Owns the expansion & renewals lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A3 · escalates to Escalates to VP Customer Growth when the unit falls outside the decision envelope or confidence drops below the floor.
Renewal Risk Agent
Runs the repeatable portion of expansion & renewals inside the shared transaction spine at spine cost and spine controls.
ceiling A3 · escalates to Escalates to VP Customer Growth when the unit falls outside the decision envelope or confidence drops below the floor.
Renewal Quote Agent
Runs the repeatable portion of expansion & renewals inside the shared transaction spine at spine cost and spine controls.
ceiling A3 · escalates to Escalates to VP Customer Growth when the unit falls outside the decision envelope or confidence drops below the floor.
Usage Signal Agent
Watches expansion & renewals continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A3 · escalates to Escalates to VP Customer Growth when the unit falls outside the decision envelope or confidence drops below the floor.
Expansion Signal Agent
Watches expansion & renewals continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A3 · escalates to Escalates to VP Customer Growth when the unit falls outside the decision envelope or confidence drops below the floor.
Uplift Modeling Agent
Executes the expansion & renewals step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to VP Customer Growth when the unit falls outside the decision envelope or confidence drops below the floor.
Save Play Agent
Executes the expansion & renewals step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to VP Customer Growth when the unit falls outside the decision envelope or confidence drops below the floor.
Retention Doctrine Agent
Authors positions on expansion & renewals. Frames the question, models the options, and writes a recommendation a human can ratify or reject.
ceiling A3 · escalates to Escalates when two options sit inside the confidence band and the evidence cannot separate them.
Expansion & Renewals Challenger Agent
Adversarial reviewer for expansion & renewals. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A3 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into scenario work and strategy authoring review.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
Expansion & Renewals Operating Position
Draftv2What operating shape carries twice the current renewal volume without adding headcount, and what breaks first if we are wrong?
Hold the ceiling at A3 for expansion & renewals. Standard renewals process touchless at the quote. Concessions and save offers require an approver because they set precedent across the base. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
86%
The challenge — Expansion & Renewals Challenger Agent
Expansion & Renewals Challenger Agent argues the recommendation leans on 2 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 8 percent for two consecutive months
- ·Cost per renewal stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $30k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $733k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $336k to build controls | Override rate is 9 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $224k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| SL9-POL-200 | Expansion & Renewals Decision Envelope Agents in this lane may act without a human when the renewal sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 4 agents · EU · UK | envelope | Renewal Orchestrator | VP Customer Growth | v4.8 | Active |
| SL9-POL-201 | Expansion & Renewals Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 4 agents · EU · UK · US | evidence | Renewal Orchestrator | VP Customer Growth | v4.5 | Superseded |
| SL9-POL-202 | Expansion & Renewals Escalation Rule Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. VP Customer Growth owns the response clock. binds 4 agents · LATAM · US | escalation | Renewal Orchestrator | VP Customer Growth | v2.7 | Active |
| SL9-POL-203 | Expansion & Renewals Autonomy Ceiling The ceiling for this lane is 82 on the platform scale. Standard renewals process touchless at the quote. Concessions and save offers require an approver because they set precedent across the base. The ceiling is a governance decision, not a technical limit, and only VP Customer Growth can propose moving it. binds 4 agents · US · Canada | ceiling | Renewal Orchestrator | VP Customer Growth | v4.2 | Active |