Surfaces upsell and cross-sell signals with context for the CSM.
Activation complexity
Medium
Time to activate
10-14 days
Volume share
10-20% of role volume
Impact range
Rising adoption of surfaced opportunities
Inherited pricing
€8.00 – €28.00 per account managed per month
This capability shares the Customer Success Manager's metered unit. A account managed per month is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Expansion Opportunity watches usage patterns, stakeholder growth, and product-fit signals to surface upsell and cross-sell opportunities — packaged with context the CSM can turn into a conversation.
Workflow summary
Watches signals, packages opportunity, ranks by fit, routes to CSM.
Stages
Decision logic
Uses signal patterns and segment-fit rules to decide surface-to-CSM, log-for-later, or escalate-to-sales.
Systems and data
{CRM,"CS platform","product analytics"}
{"usage patterns","stakeholder map","plan-fit rules","recent events"}
Exceptions & human handoff
Strategic-account expansion or co-sell motions route to the CSM and sales lead for direct ownership.
Strategic-account flag, co-sell situation, or pricing-sensitivity signal.
Readiness
Plan-fit rules documented, sales handoff protocol agreed.
Owner on client side · Head of Customer Success
Impact contribution
15-25% of role impact comes from expansion-signal surfacing at cadence.
Primary KPI · Expansion-signal actionability · Rising adoption of surfaced opportunities
Prerequisites
Activating Expansion Opportunity in production requires the following capabilities to be live first. Ordering matters — routing and classification quality propagate.
The chat opens with Customer Success Manager and Expansion Opportunity pre-selected. You can add other capabilities during the conversation.