Expansion signals engine

GTM Excellence · Initiative playbook
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GTM Excellence

Expansion signals engine

CSMs miss expansion windows because product, support, and finance signals live in three tools.

The problem

CSMs miss expansion windows because product, support, and finance signals live in three tools.

The play

Nightly job stitches product usage + Zendesk health + invoice status. Claude drafts a per-account talking-points doc and posts the weekly 'expansion-ready' list to CSMs.

Headline KPI

Net revenue retention
108%115%
BAU owner
Customer Success

Tools in the stack

SnowflakeZendeskNetSuiteClaude

Rollout plan

  1. 1
    Discover
    Audit the current process, instrument baseline metrics, and confirm the bottleneck with the BAU owner.
  2. 2
    Design
    Nightly job stitches product usage + Zendesk health + invoice status. Claude drafts a per-account talking-points doc and posts the weekly 'expansion-ready' list to CSMs.
  3. 3
    Pilot
    Run with Top 50 mid-market accounts. Measure against the success criteria below; iterate weekly.
  4. 4
    Evaluate
    Review against: ≥3 qualified expansion plays/week. Decide go / no-go with Customer Success.
  5. 5
    Embed in BAU
    Hand over to Customer Success with runbook, dashboards, and on-call rotation. Schedule 60-day ROI check.

Success criteria

Pilot scope
Top 50 mid-market accounts
Definition of done
≥3 qualified expansion plays/week
BAU owner
Customer Success