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Hey CS Pros,

We all want to drive expansion. But most of us are going about it completely the wrong way, and it’s costing us revenue, trust, and career momentum.

If you’re saving expansion conversations for your QBRs, you’re already too late. In this week’s solo episode of the Customer Success Pro Podcast, I’m breaking down the #1 mistake CSMs make when trying to drive growth and giving you the exact framework to fix it.

Spoiler: expansion isn’t a moment — it’s a mindset.

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Expansion isn’t about more seats — it’s about outcomes

Let me guess: you’ve got strong usage, happy customers, solid relationships but expansion still feels awkward or forced. You drop a growth slide into the QBR deck… and hear crickets.

Here’s why that happens:

You’re treating expansion like an event, not a process.

By the time your QBR rolls around, the budget’s already set and decisions have been made without you. That “perfect moment” for expansion? It passed weeks ago.

And this isn’t your fault. Most CS playbooks skip the actual how of leading a customer into growth. So let’s fix that.

What to do instead:

Start making expansion part of every conversation — not just the QBR. In the episode, I walk through four key strategies:

1. Spot expansion triggers early:

Look for signs like new hires, cross-functional usage, roadmap feedback, or big goals shared on a call. These are your cues to plant the seed.

2. Plant the seed continuously:

Stop waiting for permission or perfect timing. Weave growth into regular convos. A simple “other customers at your stage often explore X, want me to send over a resource?” can be all it takes to get the ball rolling.

3. Build an expansion pathway:

Show your customer a roadmap: where they are now, where they could go, and what steps it’ll take. Just like product has a roadmap, so should you.

4. Reframe around outcomes:

It’s not about more features or licenses. It’s about achieving the business results they bought your product for in the first place. Tie every growth convo back to their original goal, not your revenue target.

And here’s the real talk: CSMs who master this aren’t just more effective — they’re more promotable. This is the stuff that builds trust, earns executive alignment, and turns you into a strategic partner (not just a feature explainer).

Takeaways

1. Expansion isn’t a QBR slide — it’s a continuous strategy.

You’re pitching growth in every touchpoint, whether you realize it or not. Make it intentional.

2. Customers need a guide, not a nudge.

If you’re not showing them a path to growth, someone else (aka your competitor) will.

3. Tie growth to outcomes, not products.

Don’t sell features. Sell the result your customer wants. That’s when expansion becomes a no-brainer.

That’s it for this week!

Have a listen to the latest podcast on Spotify, Apple Podcasts, or Youtube and make sure to let me know what you think!

That's all for now.

I hope you’ve found this newsletter helpful. If you did find it helpful feel free to forward it to a friend or a colleague, sharing is caring! If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS success,

Anika

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