**Objective**: Determine the ideal renewal notice timing / method / process for all GitLab renewals and then implement any changes from the current offering. **Background**: It seems that some customers may only get a renewal notification 7 days prior to the renewal date. This is potentially not early enough for many customers. We should determine the appropriate timeframe for each customer segment and also consider how that notification is connected to sales communication and process. Long-term this should also be connected to self-renewal options when the customer portal has that capability. Key Tracks and DRI: * Business requirements - @dsakamoto * Systems for notifications - @jjcordz * SFDC integration - @jbrennan1 * Email content @sdaily * Data privacy and compliance - @jjcordz * Retention PM @mkarampalas * CS Ops - @jdbeaumont Related issues to be created by DRI **Workback Plan** 1. [x] 2020-03-23 Go live: make remaining renewal emails live **actual go live date: 2020-03-25** 1. [x] 2020-03-18 [Alert stakeholders when renewal emails are going live](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/435) 1. [x] 2020-03-16 [Test emails on staging](https://gitlab.com/gitlab-org/growth/product/-/issues/1486) 1. [x] [Enable SALs to suppress renewal emails](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/377) and [On a change to the Communications Profile field, sync the Billing Account back to Zuora](https://gitlab.com/gitlab-com/sales-team/field-operations/systems/issues/355) 1. [x] 2020-03-16 Approve [email content](https://docs.google.com/document/d/19t5RN112gHdDQLEWemIRGm3zmXB5rp0Q8sIHHPYhu4Q/edit#) (minimum 1 Sales/CS VP) 1. [ ] @mpyle 1. [ ] @ronell 1. [x] @dsakamoto 1. [x] 2020-02-25 [Launch handbook content](https://gitlab.com/gitlab-org/gitlab/-/merge_requests/21224#48d2fa9dde28f6d84b2beb56479b7811dfd343f6) 1. [x] 2020-02-25 [Launch handbook content for renewals](https://about.gitlab.com/pricing/licensing-faq/#how-do-i-renew-my-subscription) 1. [x] [Develop handbook content](https://gitlab.com/gitlab-com/marketing/marketing-operations/-/issues/1679) 1. [x] [Develop email content](https://docs.google.com/document/d/19t5RN112gHdDQLEWemIRGm3zmXB5rp0Q8sIHHPYhu4Q/edit#) 1. [x] Choose email delivery system - Zuora (for reliability) 1. [x] [Develop renewal email timing](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/197) 1. [Email cadence flowchart](https://app.mural.co/t/gitlab2474/m/gitlab2474/1571681391024/96f4d1e6791c9e63fcd4968eb4e314e06f44d2d5) 1. [x] [Assess current customer experience within SMB](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/139) - documented in [Renewal Notifications meetings](https://docs.google.com/document/d/1iCAErd8rJyTAb6pHIQS5J9DOjW6U4CjIisXLctVWP70/edit?ts=5d7970fc#heading=h.kp2xkym6grpd) **Slack channel** for working group #renewal_notifications - will be shutdown after the updates are completed **Working team notes** https://docs.google.com/document/d/1iCAErd8rJyTAb6pHIQS5J9DOjW6U4CjIisXLctVWP70/edit?ts=5d7970fc#