From customer-success
Plan expansion revenue for a healthy customer — identify signals, frame as enablement, and design an expansion approach.
npx claudepluginhub hpsgd/turtlestack --plugin customer-successThis skill is limited to using the following tools:
Plan expansion for $ARGUMENTS.
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Plan expansion for $ARGUMENTS.
Expansion only happens with healthy customers. Verify before proceeding:
If health is below threshold: STOP. Fix the health first. Run /health-assessment to diagnose. Proposing expansion to an unhealthy customer accelerates churn.
Look for organic signals that the customer is ready for more:
| Signal | What it means | Expansion type |
|---|---|---|
| Hitting usage limits | They need more capacity | Upgrade — more volume, higher tier |
| Requesting higher-tier features | They see value in advanced capabilities | Upsell — demonstrate the specific feature |
| Team size growing | More users need access | Seat expansion — frame as team enablement |
| New use cases emerging | Product stickiness increasing | Cross-sell — adjacent products or modules |
| Executive engagement increasing | Strategic importance growing | Contract expansion — multi-year, broader scope |
| Referrals or advocacy | Customer is a promoter | Referral program + case study opportunity |
Rules:
| Metric | Value |
|---|---|
| Current ARR | [$] |
| Expansion type | [Upgrade / Upsell / Cross-sell / Seat expansion] |
| Estimated expansion ARR | [$] |
| Confidence | [High / Medium / Low — based on signal strength] |
| Timeline | [When to propose — aligned with customer's planning cycle] |
Expansion is framed as enabling the customer's success, not as a sales transaction.
| Framing | BAD (sales) | GOOD (enablement) |
|---|---|---|
| Upgrade | "Would you like to upgrade to Pro?" | "You're generating 3x more reports than last quarter — let's make sure the platform keeps up with your growth" |
| Seats | "Can we add 10 more seats?" | "Your team has grown to 25 — right now only 15 have access. Let's get everyone onboarded" |
| Upsell | "Our analytics tier has great features" | "You mentioned wanting to track conversion rates — that's exactly what the Analytics module does" |
| Cross-sell | "We also have Product X" | "Several customers with your workflow have found Product X removes the manual step you mentioned" |
| Timing trigger | Why it works |
|---|---|
| After a success milestone | Customer has just experienced value — receptive to more |
| During annual planning | Budget allocation is happening — get included |
| New team member joining | Natural moment to discuss access and onboarding |
| Feature request conversation | Customer has expressed a need — connect it to the solution |
| QBR / business review | Structured setting to review value and discuss growth |
Avoid: proposing during a support escalation, mid-incident, when renewal is contentious, or when the champion is distracted by internal priorities.
| Step | Action | Owner | Date |
|---|---|---|---|
| 1 | Prepare value summary — what the customer has achieved with current tier | CSM | [date] |
| 2 | Connect expansion to customer's stated goals | CSM | [date] |
| 3 | Propose in context (meeting, QBR, or response to signal) | CSM | [date] |
| 4 | Demo or trial of expanded capability | CSM + Product | [date] |
| 5 | Commercial proposal | CSM + Sales | [date] |
Define what a successful expansion looks like beyond the transaction:
| Criteria | Measurement | Target |
|---|---|---|
| Adoption | New features/seats/capacity in use within 30 days | >50% utilisation |
| Health stability | Health score stable or improved post-expansion | Score >= pre-expansion |
| Value delivery | Customer confirms expansion solved their need | Positive feedback |
| Relationship | Expansion felt like enablement, not a sales push | NPS maintained or improved |
/health-assessment before any expansion conversation# Expansion Plan: [customer name]
## Health Check
- **Health score:** [0–100]
- **Status:** [Healthy / Neutral]
- **Clear to expand:** [Yes / No — if No, stop here]
## Expansion Signals
| Signal | Evidence | Strength |
|---|---|---|
| [signal] | [specific data/quote] | [Strong / Moderate] |
## Opportunity
- **Current ARR:** [$]
- **Expansion type:** [Upgrade / Upsell / Cross-sell / Seats]
- **Estimated expansion ARR:** [$]
- **Confidence:** [High / Medium / Low]
- **NRR impact:** [projected NRR after expansion]
## Approach
- **Framing:** [how to position as enablement]
- **Timing:** [when and why]
- **Trigger:** [event or conversation to use as entry point]
## Execution Plan
| Step | Action | Owner | Date |
|---|---|---|---|
| 1 | [action] | [person] | [date] |
## Success Criteria
| Criteria | Measurement | Target date |
|---|---|---|
| Adoption | [metric] | [date] |
| Health stable | [score >= current] | [date] |
| Value confirmed | [customer feedback] | [date] |