Executive Members Only

Building Your Retention Playbook

Reduce churn, forecast renewals, and turn retention into a growth engine.

Next cohort starts July 30

Join 1,000s of GTM leaders who've elevated their retention playbook through Pavilion.

52%

of SaaS revenue comes from existing customers — not new logos.

43%

faster deal cycles when selling to existing customers, with win rates 2.5× higher than cold deals.

Fighting churn with fire drills? There’s a better way.

Retention isn’t a save motion.

It’s a system you design—across teams, signals, and segments.

GTM orgs lack shared retention strategy.

Marketing owns the funnel. Sales owns the deal. CS owns the fire. It’s time to connect the dots.

Forecasting renewals is still guesswork.

Without the right inputs, CS becomes reactive and the board loses confidence.

Join Pavilion and unlock retention plays

Sam Jacobs clapping in front of a room of people

Turning retention into growth.

See what CS and GTM operators say after leaning into Pavilion.

Sales, CS, and Product together shape the Customer Experience. It’s where the best journeys are built or broken. And yet, we rarely speak outside a JIRA ticket or a prioritization battle.”

Ben Ó Mathúin (Mahon)

Head of Customer Experience at Adtucon

Scaling sales isn’t just about hiring—it’s about playbooks, systems, and signals that keep reps effective as you grow.”

Laura Keith

CEO at Hive Perform

Appreciation post to Kyle Lacy for introducing me to Pavilion. The price is worth its weight in gold — access to brilliant minds and courses taught by the best of the best, from marketers to CS leaders.”

Charlie Riley

Head of Marketing at OneScreen.ai

Clarify what drives retention

Use diagnostic frameworks to surface what’s working, what’s not, and where your gaps are hiding.

Build playbooks by segment

Design retention strategies mapped to your deal types, customer base, and team resources. No templates—just frameworks that fit your business.

Execute with consistency

Define workflows, structure teams, and scale your renewal motion without last-minute scrambles.

Building Your Retention Playbook curriculum

A hybrid course: focused, flexible, and built for your schedule.

Retention Assessment

July 30 @ 3PM ET

Diagnose your retention baseline, identify gaps, and surface opportunities.

Jan Young
Award-Winning CS Strategist & Coach

Retention Strategies & Playbooks

August 6 @ 3PM ET

Create targeted strategies for Enterprise, Mid-Market, and SMB customers based on deal structures.

Jan Young
Award-Winning CS Strategist & Coach

Team Structure & Workflow Design

August 13 @ 3PM ET

Define roles, tools, and communication systems that scale retention.

Jan Young
Award-Winning CS Strategist & Coach

Forecasting & Quotas

August 20 @ 3PM ET

Model renewals with precision and present forecasts your board will trust.

Jan Young
Award-Winning CS Strategist & Coach

FAQs

Have questions about Building Your Retention Playbook and Pavilion? We have answers.

: CROs, CMOs, and CS leaders responsible for post-sale outcomes—especially those new to CS or retention strategy.
: No. You’ll get the frameworks to lead retention even if you’re not hands-o.
: Four 90-minute live sessions, plus 30–60 minutes of weekly on-demand content.
: Hybrid: on-demand content + live working sessions. Learn async, build live.
: Yes. Complete the course and deliverables to earn your badge.
: All sessions are recorded and paired with templates and guides.
: Enrollment is included in your Pavilion Executive Membership.

Ready to make retention a growth lever?

Join revenue leaders building segment-specific strategies, forecasting with confidence, and leading post-sale with clarity.