Repeatable Expansion → Predictable NrR
THE RESULTS
- $1.2M in closed expansion revenue
- 200% increase in qualified expansion opportunities
THE PROBLEM
A $60M mid-market book with underperforming 103% NRR. CSMs were overloaded, with no clear way to identify expansion signal or prioritize growth accounts.
THE FIX
Built a data-driven account prioritization model to surface expansion signal and focus the team
Launched an executive sponsor motion to align outcomes and value with C-suite stakeholders
Integrated expansion into existing Sales workflows to improve close-rate and reduce friction
Early Risk Detection → Predictable GRR
THE RESULTS
- 13% increase in GDR to 94%
- $770K increase in retained revenue
- 70% reduction in founder/C-suite time spent on customer escalations
THE PROBLEM
$7M ARR with underperforming 83% GRR. Retention risk was showing up late, and churn reasons were difficult to quantify.
THE FIX
Defined customer outcomes + value signals to detect churn risk earlier
Built a prioritization model to focus the team on renewal risk and expansion upside
Implemented a proactive multi-stakeholder outreach motion tied to quantifiable ROI
Improved cross-functional operating rhythm between CS, Product, Sales, and Marketing
