Customer Success Expansion Outreach
Customer Success Managers responsible for driving expansion revenue within existing accounts often struggle to systematically identify and engage expansion opportunities. While CSMs have deep relation
📌Key Takeaways
- 1Customer Success Expansion Outreach addresses: Customer Success Managers responsible for driving expansion revenue within existing accounts often s...
- 2Implementation involves 4 key steps.
- 3Expected outcomes include Expected Outcome: CSMs using systematic expansion outreach see 50% increase in expansion pipeline generated per account. Proactive stakeholder engagement reduces churn risk by identifying and addressing needs before renewal. Time spent on expansion activities decreases by 60% while results improve..
- 4Recommended tools: lemlist.
The Problem
Customer Success Managers responsible for driving expansion revenue within existing accounts often struggle to systematically identify and engage expansion opportunities. While CSMs have deep relationships with their primary contacts, they may lack visibility into other stakeholders who could benefit from additional products or features. Manual outreach to identify expansion opportunities is time-consuming and inconsistent, leading to missed revenue potential. The challenge is compounded when CSMs manage large portfolios of accounts and cannot dedicate significant time to proactive expansion efforts.
The Solution
Lemlist enables CSMs to execute systematic expansion outreach campaigns that identify and engage new stakeholders within existing customer accounts. CSMs import contact lists from their CRM, filtering for accounts with expansion potential based on usage data, contract terms, or strategic fit. The AI personalization engine crafts outreach that references the existing relationship and specific value the customer has already received, making the case for expanded adoption. Sequences can target different personas within the account—end users who could benefit from additional features, managers who could expand team usage, or executives who could approve enterprise-wide deployment.
Implementation Steps
Understand the Challenge
Customer Success Managers responsible for driving expansion revenue within existing accounts often struggle to systematically identify and engage expansion opportunities. While CSMs have deep relationships with their primary contacts, they may lack visibility into other stakeholders who could benefit from additional products or features. Manual outreach to identify expansion opportunities is time-consuming and inconsistent, leading to missed revenue potential. The challenge is compounded when CSMs manage large portfolios of accounts and cannot dedicate significant time to proactive expansion efforts.
Pro Tips:
- •Document current pain points
- •Identify key stakeholders
- •Set success metrics
Configure the Solution
Lemlist enables CSMs to execute systematic expansion outreach campaigns that identify and engage new stakeholders within existing customer accounts. CSMs import contact lists from their CRM, filtering for accounts with expansion potential based on usage data, contract terms, or strategic fit. The AI
Pro Tips:
- •Start with recommended settings
- •Customize for your workflow
- •Test with sample data
Deploy and Monitor
1. Identify accounts with expansion potential from CRM data 2. Map additional stakeholders within target accounts 3. Create expansion-focused messaging referencing current success 4. Personalize outreach for different stakeholder personas 5. Build sequences that educate on additional capabilities 6. Include customer success stories from similar accounts 7. Track engagement to identify interested stakeholders 8. Coordinate with sales on qualified expansion opportunities 9. Measure expansion revenue attributed to outreach
Pro Tips:
- •Start with a pilot group
- •Track key metrics
- •Gather user feedback
Optimize and Scale
Refine the implementation based on results and expand usage.
Pro Tips:
- •Review performance weekly
- •Iterate on configuration
- •Document best practices
Expected Results
Expected Outcome
3-6 months
CSMs using systematic expansion outreach see 50% increase in expansion pipeline generated per account. Proactive stakeholder engagement reduces churn risk by identifying and addressing needs before renewal. Time spent on expansion activities decreases by 60% while results improve.
ROI & Benchmarks
Typical ROI
250-400%
within 6-12 months
Time Savings
50-70%
reduction in manual work
Payback Period
2-4 months
average time to ROI
Cost Savings
$40-80K annually
Output Increase
2-4x productivity increase
Implementation Complexity
Technical Requirements
Prerequisites:
- •Requirements documentation
- •Integration setup
- •Team training
Change Management
Moderate adjustment required. Plan for team training and process updates.