The cheapest revenue you'll ever win
A customer who already trusts you, already uses your product and already has a budget line for it is the easiest place to grow revenue. Yet most companies leave expansion to chance, because sales is busy with new logos and nobody else owns it. When a CSM owns it, it becomes a pipeline.
How I find and close expansion
Earn the right first
Expansion only works on a customer who's getting results. Onboarding, adoption and a happy sponsor come first. That's why the upsells I've worked on started with a successful launch.
Map the account
Who uses the product today, and who could? Which teams, regions, partners or use cases aren't covered yet? Large companies almost always have more room than the first contract suggests.
Listen for the next goal
In business reviews and day-to-day conversations, customers tell you what they're trying to do next. OpenAI started using the platform for one audience and then wanted to scale it to support their rapid growth. That's an expansion conversation.
Build the business case with the customer
My sponsor has to sell the expansion internally. I give them what they need: the results so far, what more would achieve and what it costs.
Close it as a team
I bring sales in at the right moment with full context, or handle it myself if that's how your team works. Either way, the customer has one consistent relationship.
Results
- $1.5M upsold across enterprise accounts in four months.
- $968K net new ACV in a single OpenAI upsell, as part of the account team.
- Enterprise accounts including OpenAI, BMS, Expedia, Oura and Apollo.
Go deeper
The full playbook is in how to upsell enterprise customers. If you want me to run it on your accounts, see fractional CSM or book a call.