expansion-discovery

Overview

Based on "Farm Don't Hunt" by Guy Nirpaz and "The Customer Success Economy" by Mehta & Steinman, expansion is not a sales motion - it is a CS motion. Customers expand when they have achieved value in the current footprint and have a clear problem that an expanded product solves. Pushing expansion before value is established destroys trust. Waiting too long leaves revenue on the table.

The core insight: Net Revenue Retention (NRR) is the most important SaaS metric. An NRR above 110% means expansion is compounding growth - even with some churn, you're growing. A CSM who surfaces and advances expansion opportunities is directly contributing to company revenue.

Workflow

Step 1: Confirm readiness for an expansion conversation

Expansion should only be pursued when the current footprint is healthy. Check all three: