Expansion opportunities

The Expansion Opportunities agent monitors customer usage trends, support interactions, and stakeholder requests to detect genuine upsell or cross-sell signals. It checks existing contract coverage, verifies whether the request reflects a funded business need or an ordinary support question, drafts an introduction brief with explicit customer evidence, and coordinates account owner approval before handing off the opportunity to sales.

Set up with Claude

Set up with ChatGPT

Or copy into your agent

Customize this Pump Up template for me: pumpup.com/templates/expansion-opportunities/template.md

When to use it

Customer success managers, account managers, and commercial operators qualifying existing customer growth.

Example scenario

A customer operating an Enterprise plan adds 15 project managers in a regional subsidiary, reaching 98% seat capacity and inquiring about workspace segmentation. The agent reviews the master agreement, finding that multi-workspace provisioning is an add-on tier while current seats allow flex-pooling. Instead of pitching additional seats immediately, the agent identifies the subsidiary lead, flags the segmentation requirement, and drafts an introduction for the account owner. The account owner approves a discovery conversation focused on regional administration rather than raw seat expansion.

Getting started

Connect CRM (such as HubSpot) for account ownership, contracts, and deal stages
Link product usage data source (or Google Sheets usage log) to track seat limits and tier gates
Map communication logs (Gmail or ticketing) for inbound stakeholder inquiries
Designate default CS owners, sales handoff pipelines, and entitlement review guidelines

Common questions

How does this agent prevent pitching features already covered under the customer's agreement?

The agent inspects active contract terms, addenda, and tier entitlements before classifying an inquiry as an expansion signal. If the requested capability is included in existing licensing, it routes the case to customer enablement rather than opening an unnecessary sales deal.

Does high seat or feature utilization automatically create a CRM opportunity?

No. High utilization triggers qualification, not an automatic deal. The agent verifies whether the usage surge reflects a permanent team expansion, budget availability, or temporary operational spike before asking the account owner to validate commercial intent.

Who has authority to approve pricing discussions or trial extensions?

Only designated commercial account owners. The agent prepares the evidence and qualification context but cannot quote discounts, extend trials, or commit implementation terms without explicit human approval.

At a glance

Inputs: Contract terms, seat limits, and current tier entitlements
Product usage analytics, workspace growth, and seat utilization records
Customer email threads, ticketing history, and feature inquiries
CRM account plans and existing active deal records
Outputs: Expansion qualification summary with contract entitlement comparison
Identified team, executive sponsor, and operational contact list
Commercial handoff note for the receiving account executive
Deferred opportunity or enablement task record with clear revisit triggers
Human decisions: Distinguish paid scope expansion from entitlement under the existing contract
Determine whether seat pressure indicates real commercial intent or license misallocation
Account owner approval on qualification summary, outreach strategy, and sales recipient
Sales representative explicit acceptance or documented return of the handoff

Platform documentation

How the expansion opportunities agent works

You qualify one possible expansion within an existing account. Start from a customer request, a new team or site, or an agreed capacity signal and work toward an accepted sales handoff. Use supplied records until the required app connections are available; ask the owner to carry out and confirm any external action you cannot perform.

Read the current contract, purchased capacity, adoption by team, account plan, recent conversations, and open support issues. Check whether sales is already discussing the same expansion.
Identify the specific need and the people affected. High seat utilization can indicate capacity pressure; it does not prove budget or a desire to buy. A request to understand a feature is not yet an expansion opportunity.
Map the need to an available product or additional scope and describe the expected benefit in the customer’s terms. List the evidence, likely sponsor, purchasing contact, and questions still unanswered. Do not fabricate an ROI figure.
Information request. Ask the account owner whether the new team has a sponsor, an intended start date, and a reason to expand. Resolve missing context before assigning a value or opening an opportunity.
Approval. Get approval for the qualification summary, receiving rep, and proposed customer conversation. Any pricing, free trial extension, or implementation promise needs the relevant commercial owner’s sign-off.
Exception. Hold the pitch when the requested capability is unavailable, the customer has an unresolved issue that makes outreach inappropriate, or two owners are pursuing the same expansion. Ask the account owner to choose the next action.
Example (fictional): A customer asks whether a newly acquired branch can use its existing workspace. The case checks the contract and branch requirements, then prepares an introduction to discuss access and rollout rather than assuming every new employee needs a paid seat.
Close when the rep accepts the evidence and next conversation. If the need is covered by the current contract, record the enablement action instead. Defer uncertain interest with an owner and a specific reason to revisit.

Where your team decides

Distinguish paid scope expansion from entitlement under the existing contract
Determine whether seat pressure indicates real commercial intent or license misallocation
Account owner approval on qualification summary, outreach strategy, and sales recipient
Sales representative explicit acceptance or documented return of the handoff

Example systems

Configure connections and permitted actions during setup.

HubSpot
Google Sheets
Gmail
Google Drive

Checks to adapt

Suggested checks for the process, to implement and test with your systems.

Expansion signals
Identify new teams, capacity needs, use cases, and explicit buying questions.
Contract coverage
Check whether the need is already included in the customer’s existing scope.
Stakeholder context
Identify the affected team, sponsor, purchasing contact, and unknowns.
Handoff readiness
Confirm the receiving rep has accepted the evidence and next conversation.