Expansion signal desk rebuilt around agents (L6)
Expansion stops being a quarterly CSM guess. A standing signal desk combines product usage, support themes, and contract terms into ranked expansion candidates with the evidence attached, and the coverage model is rebuilt around working that queue.
The steps
- 01
Build the expansion evidence model
Tool: Snowflake
Define expansion evidence precisely: seat saturation, feature ceiling hit, new team onboarded, repeated support theme tied to an unbought module. Each signal needs a source table and a refresh cadence. Owner: data plus RevOps. DoD: evidence model documented with owners per signal.
- 02
Rank with evidence attached
Tool: Salesforce
Every candidate arrives with the three signals that put it on the list and a link to each source. A ranked list without evidence gets ignored by the second week. Pitfall: a black box score. Operators work evidence, not scores. DoD: candidate records show signal evidence inline.
- 03
Rebuild coverage around the queue
Tool: Manual
Assign named owners to the queue with a service level, and remove the equivalent time from low yield account check-ins. If nothing is removed, nothing changes. Owner: CS leader. DoD: coverage plan shows what was dropped to fund the queue.
- 04
Hold a monthly evidence audit
Tool: Gainsight
Sample closed expansion opportunities and check whether the signal that flagged them was actually the reason they closed. Retire signals that never appear in the reason. Owner: RevOps. DoD: monthly audit with at least one signal retired or promoted.
Tools in this playbook
Next playbooks
Unfamiliar terms are defined in the AI and Revenue Dictionary. Related frameworks live in the framework library.