Expansions Manager

sarahsandberg

Hi amazing crew of CS leaders,

I am building an expansions program and would love to hear how some of you have tackled bringing on an Expansions Manager role. Admittedly we've tried it twice and failed both times. 3rd times the charm?

Basic Framework:

• CSMs identify the upsell opps (primarily)
• Expansions Manager brought in to do the demos, work the stakeholders, close the deal

Would love your input on:

• Lessons learned on how to make this setup successful
• Qualities/experience you've looked for in the Expansions Manager

If there's a thread already out there happy to be connected to it -- I searched and couldn't find one. 

Sarah

Andrew Marks

Sarah,

Do you have a renewals manager role already? If not, who is responsible for negotiating the renewal?

Andrew

sarahsandberg

Hi Andrew, 

We don't have a Renewals Manager today. The Account Managers are responsible for the renewal. The AMs sit under customer success and have the support of Customer Success Managers.

Andrew Marks

Okay, so your CSM's create the environment for the renewal or expansion to happen.

Why don't the AM's own the expansion then? It would seem to me that they should own that role instead of adding another body, and JD, to your headcount. It also adds yet another person that you need to pull into the customer experience and explain their role.

I would focus your energy on making sure your CSM's are doing everything they can to reduce the friction of a renewal happening in an effort to make the renewals process as easy and quick as possible for the AM's so that your AM's can also handle the expansion opportunities.

But hey, I don't know the intricacies of your product. So there may be something else there I am missing. But that's my quick take on your situation and my recommendation for you to consider.

Andrew