What problem does it solve?
CSMs waste hours manually sifting through call transcripts, usage data, and support tickets to identify which existing customers are likely to expand their contracts, often prioritizing low-intent accounts over high-probability opportunities. This Skill automates the scanning and classification of expansion intent signals to eliminate that manual work and ensure CSMs focus on the most actionable accounts.
Core Features & Use Cases
- Multi-source signal fusion: Combines CSM call mentions, pre-computed usage anomalies, and support ticket topics to identify expansion intent, rather than relying on a single data source.
- Weak/strong signal classification: Separates high-certainty strong signals (corroborated by both call and usage data) from low-certainty weak signals to avoid flooding CSMs with noise.
- Per-CSM ranked digests: Groups and sorts signals by CSM owner, ranking by ARR and renewal date to prioritize the most time-sensitive, high-value opportunities, with each signal mapped to a specific upsell SKU and concrete next-best action.
- Use case: A CSM team running this weekly scan gets a 5-minute pre-meeting digest of exactly which accounts to target for expansion, with clear, actionable next steps for each high-priority signal.
Quick Start
Use the expansion-signal-detection skill with your weekly account portfolio, CSM call records, usage anomaly events, and support tickets to generate a per-CSM ranked expansion signal digest.
