Build consistent growth by creating real customer outcomes.

Expansion fails when customer goals are misunderstood. By defining exactly what your customers need to accomplish next, you turn reactive selling into predictable NRR. This is a practical, customer-centric system designed to eliminate the guesswork for CS leaders and create repeatable results.

customer success playbook expansion

Join the hundreds of CS leaders who are eliminating churn, driving expansion, and creating growth.

01

Why Expansion?
Start taking a growth-first approach:

  • How to create durable growth with your customers

  • Why focusing on expansion delivers the highest rates of success

What will be covered?

Presentation slide titled "Why Expansion" with bullet points about business expansion strategies, including upselling and cross-selling, and a guide to expansion and customer success driving revenue and expansion.

02

Driving customer results:
How to deliver the value your customers really want.

  • Learning to deeply understand your customer’s needs

  • Translating that knowledge into scalable CS processes that work

A presentation slide titled '1 Customer Results & Actions' with five columns labeled Result 1 through Result 5. The slide is a guide to customer success and how it can drive expansion and growth and increased revenue.

03

Mapping a path forward:
Bringing customers increased value through expansion.

  • Understanding how each of your products create customer value

  • Creating expansion pathways to maximize that value and grow your customers

A presentation slide titled 'Expansion Triggers.' The slide is a guide for Customer Success teams to reduce churn, drive revenue, increase customer expansion, and other CS strategies and processes.

Instructor Bio

Jeff Moss, founder of Expansion Playbooks. He is standing outdoors in a grassy field with mountains in the background, wearing a black zip-up jacket over a white shirt, smiling at the camera with sunlight creating a lens flare.

Hi, I’m Jeff. I help businesses drive revenue by focusing on their customers’ results.

I’ve spent the past decade studying the customer retention and expansion data of 30+ recurring revenue businesses— ranging from $3m to $2b in annual revenue. I’ve boiled down all my findings into ready-made playbooks that have been used by 500+ business leaders and customer-facing reps to achieve their revenue goals, whether that’s reducing early churn by 60% or seeing an 8x on their expansion deal sizes.

All my research has shown that understanding precisely how your customers measure and achieve results from your product or service is far and away the most crucial key to success.

My purpose is to provide playbooks and materials that help you accomplish just that. These materials are easy to learn and apply, and provide success in minutes, not months.

I am obsessed with making you and your customers successful, and will keep looking for and providing the latest strategies to drive their results.

Need help building CS processes on a larger scale?

Schedule Time with Me