The New Rules of CS: Identifying Early Expansion Signals

Expansion is becoming harder to earn.

In a market where it’s easier than ever to build and switch between products, growth doesn’t come from timing a well-placed upsell. It comes from proving value continuously and recognizing when customers are ready for more before they ask.

In this session, Matt Middleton, Director of Customer Account Management, will break down how leading CS teams are rebuilding their expansion motion for this new reality. You’ll learn how to move beyond opportunistic upsells and toward a system that identifies where growth actually exists, acts on it at the right moment, and aligns teams around it.

What we’ll unpack:

• What expansion signals actually look like today, and why most teams miss them
• How to influence expansion earlier in the customer journey
• How to build a shared expansion motion across CS, Sales, and Product without creating friction or overlap