CS and Sales Expansion Engagement Model

Agree on who finds, qualifies, hands off and closes expansion before the next deal turns into a turf war.

"Should CS own expansion?" My honest answer is that it depends. What doesn't change is that every business needs the answer written down, because without it you get CSMs who sit on signals, AEs who swoop into accounts they haven't touched in a year, and a credit fight at the end of every quarter. This document is the operating model you build with Sales, in the same room.

It walks both teams through the decisions that usually get skipped: guiding principles, which of three common ownership options fits each type of deal, opportunity stages and qualification criteria, a handoff standard with a time limit, comp and credit rules, a RACI, a joint operating cadence, escalation rules and the metrics you'll use to check that it's working. Both leaders sign it, and so does the executive who settles disputes. The guide shows a made-up example for every section and a plan to build it in two 90-minute working sessions.

What's included

• CS and Sales Expansion Engagement Model template in Word, plus a make-a-copy link for Google Docs

• 13 sections: model at a glance, why we are doing this, guiding principles, commercial ownership options, ownership by deal type, opportunity stages, qualification criteria, handoff standard, compensation and credit rules, who does what, joint operating cadence, escalation rules, and metrics and sign-off

• A step-by-step PDF guide with made-up examples for every section, a two-session build plan and the mistakes to avoid

• A Steal This expansion engagement readiness check

Who it's for

CS leaders, Sales leaders, RevOps and CROs deciding who owns expansion.

How it works

Digital download. Your files are ready right after checkout. Open the Word file, or use the link included with your download to make your own copy in Google Docs. No physical item will be shipped.

Bundle and save

This template is part of the Expansion and Value Bundle: 8 templates for $79, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.