Best for
- B2B SaaS teams with customer expansion targets
- CS teams that need coordinated plays with sales and marketing
- Customer marketers building expansion campaigns
Detect expansion signals across product usage, account activity, and relationship data, then route the right play to CS, sales, and marketing.
Create an expansion signal engine with account briefs, play recommendations, and approved outreach assets.
Quick view
Check the audience, core tools, and access before you start the detailed steps.
Best for
Core tools
6 tools used across the workflow.
Access
Preview the open steps, then unlock the remaining implementation details and prompts.
Why this works
Expansion campaigns often fail because marketing, CS, and sales act from different signals. Product usage may suggest opportunity, but CSM context may suggest risk. This workflow combines signals, creates account-level briefs, and routes plays with human approval so expansion feels timely instead of opportunistic.
Expected results
Expansion accounts prioritized
10-30 accounts per cycle
This range is realistic for a focused customer marketing and CS review cycle without overwhelming account owners.
Time saved
6-10 hours per cycle
Signal synthesis and AI-assisted brief creation reduce manual account review and asset drafting.
Risk control
CS and AE approval gate
Human approval protects customer relationships and prevents mistimed upsell outreach.
Pipeline support
Coordinated expansion plays
The workflow routes signals into specific CSM, AE, and marketing actions rather than leaving them in dashboards.
Step-by-step workflow
The first 2 steps are open. Pro unlocks the remaining steps, copy-paste prompts, pro tips, tool-by-tool setup guidance, and implementation details.
1-1.5 hours
1-1.5 hours
Set up: In Google Docs, create an expansion signal dictionary that separates growth indicators from retention risk, routine activity, and data-quality warnings. For each signal, document its source system, field definition, lookback window, minimum threshold, freshness requirement, likely customer meaning, and known false-positive conditions.
Build: Map qualified signals to specific plays such as a CSM check-in, AE conversation, executive note, training invitation, add-on education, case-study discussion, or marketing nurture. Add customer-health prerequisites, renewal timing rules, relationship requirements, active-opportunity checks, and suppression conditions that must be satisfied before a play can be recommended.
Scope: Define the default owner, secondary owner, approval path, SLA, and customer-facing channels allowed for each play. Review the map with Customer Success, Sales, Customer Marketing, and RevOps, and resolve disagreements about ownership or signal interpretation before automation begins.
Output: Save the approved signal-map version, effective date, reviewers, and change log in Google Docs.
An approved expansion signal and play dictionary with thresholds, ownership, health gates, suppression, channels, SLAs, and version control.
Document false-positive conditions beside every signal. A signal definition without known failure modes will quickly become a noisy task generator.
1-1.5 hours
1-1.5 hours
Scope: Define a fixed reporting date and lookback window so activity, usage, and relationship signals from Common Room, HubSpot, and Gainsight are evaluated consistently. Export one row per account with stable account ID, owner, segment, contract value, renewal date, health score, usage trend, product milestones, relationship activity, champion status, open risks, support escalations, active opportunities, and recent marketing engagement.
Capture: Preserve source-system timestamps and source fields so reviewers can distinguish fresh evidence from stale or duplicated activity. Deduplicate by the agreed CRM account ID and reconcile the final account count against each source export or connected view.
Action: Apply the hard suppression rules from the signal map before any AI scoring, including unresolved escalations, churn risk, legal restrictions, active negotiation, missing owner, and stale data. Flag conflicts such as high usage with poor health, strong engagement with an active complaint, or mismatched ownership for manual review.
Output: Save the dated candidate list with control totals, exclusions, data gaps, and the source refresh time for each system.
A reconciled, dated customer signal list with source freshness, ownership, health context, suppressions, and conflict flags.
Pro workflow preview
Previewing 2 of 8 steps
Get the remaining 6 steps, copy-paste prompts, pro tips, tool-by-tool setup guidance, and ongoing workflow and prompt releases.
$9/month
Treat source freshness as part of the signal. An impressive event from six months ago should not compete equally with a current adoption or relationship change.
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