Workflows that source expansion
Expansion hides in usage data: plan-limit tickets, new-department clusters, usage spikes. These plays turn product signals into qualified expansion pipeline.
AI Agent Account Context Playbook 2026
AI agents are only as useful as what they know about the account. Give yours the whole picture — engagement and usage from Accoil, contract and pipeline from the CRM, billing from Stripe, support history, session replays — and every signal comes back as a one-page brief, a drafted outreach and a suggested next step. The CSM reviews and sends; the judgment stays human, the hour of prep doesn't.
Monday-Morning Account Triage Playbook 2026
Most CSM weeks are planned by the inbox: whoever emailed last gets the attention. This play starts the week from the product data instead — a Monday digest of the biggest score moves, stalled onboardings and upcoming renewals, triaged in fifteen minutes into three piles: save touches to make now, expansion signals for sales, and thriving accounts to leave alone.
Expansion Signal to PQL Handoff Playbook 2026
Expansion revenue hides in usage data long before anyone asks for a bigger plan. Catch accounts that cross your expansion threshold — engagement high, seats nearly full, limits being hit — qualify them against a written PQL profile, and hand the sales-ready ones to an AE with the evidence attached. Everyone else gets in-app prompts instead of a pitch.
Seat & Feature-Adoption Upsell Playbook 2026
Accounts tell you what they'd pay more for by how they use what they have: a feature worked to its limit, seats stretched past the contract, power users deep in add-on territory. Read feature-by-feature adoption against the plan they pay for, find the entitlement gaps, and route each to the right motion — an evidence-backed add-on demo or a seat true-up at the QBR.
Feature-Launch Adoption Loop Playbook 2026
Most feature launches are announcements with no second act: shipped, posted, forgotten. Run the launch as a loop instead — announce to the cohort that actually needs it, guide first use in-product, track every account into adopted, tried, or ignored, and let each lane drive what happens next, from drop-off surveys to PM interviews.
Churned-Account Win-Back Playbook 2026
Every churned account is a lead with a documented objection, and your changelog eventually answers many of them. This play logs a reason code at churn, classifies winnability from the final engagement snapshot, watches for the unlock that answers the objection, and fires a win-back that says "you left because X; X shipped last month" to the person who made the call.
Docs Intent Signals Playbook 2026
Docs traffic is the most ignored intent stream in post-sale. This play classifies every identified account's docs session as risk intent (data export, migration, cancellation) or growth intent (API reference, advanced features), joins it with the account's engagement score, ARR and renewal date, and routes it to the save-play owner or the AE — days before it becomes a ticket or a churn.
Second-Department Expansion Playbook 2026
Usage spreading across team boundaries is visible in the product data weeks before anyone asks for seats. This play detects the new-team usage cluster, qualifies the beachhead on week-2 retention, gets the champion to make the warm intro, onboards the new department onto its own use case, and books the deal as a second-department expansion — not a seat upsell.
Support-to-Expansion Goldmine Playbook 2026
Feature-request and limit-hit tickets from power users are pre-qualified expansion pipeline hiding in the support queue. This play catches the tagged ticket, qualifies it against engagement and plan data, routes the real opportunities to an AE as a PQL with the customer's own words attached, and measures support-sourced pipeline as its own number.
Usage Bill-Shock Absorber Playbook 2026
Catch a usage spike mid-cycle — 40%+ above the account's trailing three-month band — and let engagement data decide what it is: healthy growth gets an AM call before the invoice lands, reframed as a plan conversation; a runaway script gets a named-meter alert and an offered cap. Expansion instead of dispute, and zero surprise invoices.
Every playbook, one download
All 31 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.