Playbook CS Ops Manager

Expansion Revenue Playbook

A playbook for identifying and executing expansion revenue opportunities within your existing customer base.

Expansion Signal Identification

Monitor these signals to identify accounts ready for expansion conversations:

Signal	Data Source	Action Trigger
Seat utilization above 90%	Product analytics	Propose seat expansion
New department requesting access	Support tickets, CSM notes	Introduce cross-department use case
Feature limit hits	Product analytics	Present upgrade to next tier
Executive sponsor mentions growth plans	QBR notes, call recordings	Schedule expansion discovery
High NPS score (9-10)	Survey data	Ask for referral and propose add-ons
Usage of advanced features increasing	Product analytics	Offer premium tier or training

Follow this four-step framework when approaching expansion conversations:

Validate Value: Confirm the customer is seeing results from their current plan. Reference specific metrics from their usage data.
Connect to Goals: Tie the expansion opportunity to the customer’s stated business objectives from their last QBR.
Present the Gap: Show what they are missing or what would improve with additional capabilities, seats, or services.
Propose Next Steps: Offer a trial period, a pilot with a new team, or a business case document they can share internally.

Seat Expansion

Trigger: Utilization above 85% for 2+ consecutive months.
Approach: Share a usage report showing the team is at capacity. Offer volume pricing for additional seats.
Timeline: Close within 2-4 weeks.

Tier Upgrade

Trigger: Customer frequently hits feature limits or requests gated functionality.
Approach: Demo the premium features with their specific data or workflow.
Timeline: Close within 4-6 weeks.

Cross-Sell (New Product)

Trigger: Customer mentions a pain point that maps to another product in your suite.
Approach: Arrange a joint meeting with the relevant product specialist.
Timeline: Close within 6-10 weeks.