Process Library

Expansion Readiness Check

A gate that confirms three growth signals before any expansion pitch, so you surface expansion rather than push it.

Customer Success 6 steps
When to use

When an account is healthy for 60+ days and usage is above the expansion threshold.

Trigger
Runs when: Account health green for 60+ days and usage above threshold

The procedure

6 steps

  1. Confirm three signals: usage up more than 20% quarter over quarter, low ticket volume, and a positive last satisfaction survey.
  2. If any signal is missing, re-check in 30 days instead of pitching.
  3. If all three are present, identify the specific feature, seat, or add-on aligned with their growth pattern.
  4. Frame the offer as a continuation of what is already working, not a separate sale.
  5. Hand off to the account owner with usage receipts and a recommended uplift.
  6. Tag the account as expansion-active until the deal is open.
Outputs
  • An expansion brief with usage receipts
  • A recommended add-on or seat plan
  • A handoff scheduled within seven days
Tools
Usage analyticsCRM
Note: Expansion that lands cleanly is expansion the customer was already trying to figure out. Your job is to surface it, not to convince.
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Related searches
expansion sop upsell process account growth checklist net revenue retention customer expansion playbook

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