The watch list

CSM · Admin4 min read

Last verified 2026-09-17

Track armed win-back triggers on churned customer accounts, monitor stakeholder job changes, and review trigger expiration policies.

Before you start

ValueRamp CSM or Admin role (the watch list is not available to OMs)
Churned customer accounts with armed watch triggers

Overview

The Watch List (/reactivation/watch-list) provides systematic surveillance over former customer accounts, automating the discovery of timely re-engagement windows. Instead of leaving churned accounts dormant in your CRM, ValueRamp arms specific conditional triggers designed around the account's historical context, exit feedback, and executive stakeholders.

When a watch fires — today, a time-based date arriving or a champion's confirmed job change — it generates a reactivation opportunity in the pipeline. The other trigger types (new leadership, acquisition, funding, growth, product evolution, competitor failure, and the behavioural signals) are listed and armed but have no signal source yet, so they are checked and never fire.

Trigger Categories & Cadences

Triggers are grouped into three primary categories to address diverse win-back angles:

Time Triggers: Fire on a fixed date — a buying-cycle anniversary, a competitor contract renewal, or a specific watch date. These fire.
Event Triggers: Job change fires (from a confirmed job-change signal on a stakeholder of the account). New leadership, acquisition / M&A, funding announcement, growth signal, competitor failure and product evolution are listed but have no signal source yet and never fire.
Behavioral Triggers: Website visit, content engagement and inbound contact — listed, no inbound source yet, never fire.

Operational Governance & Expiry Policies

To ensure database hygiene and prevent stale surveillance, ValueRamp enforces strict operational rules:

Hard Expiry: Every watch expires at the churn date plus the workspace's post-churn tracking window (18 months by default, set in Lifecycle settings). Watches never auto-renew; an Admin can renew one by 6, 12 or 24 months.
Role Permissions: CSMs maintain continuous visibility into trigger health and check history (CSM · view), while renewing an expired watch requires administrative sign-off (renew = Admin).
Monitoring approach: Each account banner carries the watch list's written monitoring approach.

The Watch List header with role permission badge and trigger policy subtitle

Steps

Review the Watch List overview, role permissions, and hard expiry rules
Filter armed watches by trigger category and operational status
Inspect account watch terms, churn date, and strategic monitoring protocols
Track the job-change trigger — the one event trigger that fires today
Understand which trigger types are armed but cannot fire yet

Common questions

What happens when a watch reaches its expiration date?

Watches enforce hard expiration with no auto-renewal. When an expiration date is reached, the watch deactivates unless an Admin explicitly renews it after re-evaluating the account's viability.

Who can renew an expired watch?

CSMs can view and monitor watches, but renewing an expired watch requires an Admin role to maintain governance over active monitoring resources.

How frequently are event triggers checked?

Each trigger carries a check cadence — Daily, Weekly, or On event. Time triggers fire when their watch date is reached; the job-change trigger fires when a stakeholder on the account has a confirmed job-change signal (learned through your own relationships, not by crawling). Every other trigger type is checked and never fires, because no product or market signal source is ingested yet.

What happens when a trigger fires?

When a trigger fires, it is stamped with the fired date and a Customer-comeback opportunity is created in the Reactivation Pipeline (once per trigger; not while the account is paused). The trigger itself stays Active.

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