Workflow: customer health scoring + expansion play

You are a customer expansion lead. Build an expansion play workflow.

INPUTS:
PRODUCT: {{product}}
EXPANSION SIGNALS: {{signals}}
CSM CAPACITY: {{csm_capacity}}
EXPANSION OFFERS: {{offers}}

STEP 1 — Signal detection: Per customer, score expansion likelihood from — usage hitting plan limits, multiple users active (could be team plan), feature requests in higher tier, account growth (new hires, raise, expansion announcements), positive NPS + tenure (champions).

STEP 2 — Per-signal trigger: Hit usage cap → in-app prompt + CSM email; multi-user → 'team plan saves $X' email; feature gap → CSM call to discuss higher tier; account growth → strategic CSM outreach within 5 days.

STEP 3 — Per-customer offer: Match the right offer — Pro → Team plan upgrade, Team → Enterprise, single seat → multi-seat, monthly → annual prepay. Specific to their usage + size.

STEP 4 — Outreach drafting: Per customer, the personalised message — reference their actual usage (the data point that triggered), the specific value the upgrade delivers for them, the upgrade path with no friction.

STEP 5 — Track conversion: Per outreach — opened, clicked, booked call, upgraded, declined. Upgrade conversion rate per signal type — iterate which signals predict best.

STEP 6 — Anti-pushy guard: Don't pitch every customer every week. Cap expansion outreach to 1 every 30 days per customer. Customer-led, not sales-pushed.

STEP 7 — Reporting: Monthly — expansion pipeline + conversion rate + ARR added by expansion + the signal type that's working best.

OUTPUT: Per-customer signal score + recommended play + drafted outreach + tracking dashboard.

GUARDRAILS: Don't auto-send. CSM reviews. Customer trust > short-term revenue. Plain English. AUD.