Reference · Anytime

Customer Success Playbook

Situational reference for every recurring customer scenario. Pick a situation on the left — get triggers, stakeholders, do's & don'ts, conversation starters, orchestration, and signals to watch.

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Phase · Grow

Expansion Opportunity

Trigger
Customer is stable, growing, and potentially ready for a new product, module, or wider rollout.
Objective
Identify validated business need and position the platform as the natural next step — not a sales pitch.
Stakeholders to align
  • VP / SVP / Business Head
  • CXO (for significant expansion)
  • CS + Sales + Product
Tools you'll use
  • CXO Dashboard
  • Maturity Model
  • Case Study Library
  • Expansion Proposal Template
  • AI Use-case Eval Pack (for AI-platform accounts)
Do
  • Start with a business conversation — what is growing, what is being delayed.
  • Use the maturity model to show the next step.
  • Tie expansion to a business outcome the customer has already expressed. For AI-platform accounts: a new use-case unlocked, a workflow fully automated, or a unit-economic step-change ($/task halved).
  • Show a comparable anonymised case study.
  • Present a phased adoption plan — for AI accounts, start with a bounded eval + pilot before broad rollout.
Don't
  • Do not present a commercial proposal before the customer has expressed interest.
  • Do not expand on a relationship with unresolved operational issues.
  • Do not price AI-platform expansion purely on seats/tokens — anchor on outcomes delivered.
  • Do not over-promise timelines at this stage.

Conversation starters

"You mentioned new product launches taking 4–6 weeks. The BRE configurability can bring that down significantly. Would it be useful to walk through how?"
"Given your MSME book is growing fast, the co-lending module could be a natural next unlock."
"Your support-deflection agent is now handling 41% of L1 tickets at $0.04/resolution. The same pattern applied to onboarding could unlock another 25% — want to scope a 30-day eval?"

Orchestration timeline

  1. 1.Step 1: Validate business need through discovery — do not present yet
  2. 2.Step 2: Prepare business case tied to customer's stated priorities
  3. 3.Step 3: Share anonymised case study of comparable lender
  4. 4.Step 4: Phased adoption plan — not a big-bang proposal
  5. 5.Step 5: Introduce product team for technical discovery call
Positive signals
  • Customer asks 'can you support us on [new area]?' — pull signal
  • CXO shares a growth priority that maps to unmet need
Anti-signals
  • Expansion raised while an active escalation is unresolved
  • Commercial conversation starts before need validation
Target outcome

Customer agrees to explore the expansion. Next discovery call or pilot agreed.

Cadence: Expansion conversation after 2 consecutive stable QBRs minimum