Episode
111. The Expansion Playbook for CSMs Who Hate Selling
- Published
- Mar 11, 2026
- Duration seconds
- 1400
- Processing state
not_requested- Canonical source
- https://www.carlyagar.com/
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Summary
What if the thing standing between you and your next promotion as a CSM isn’t working harder but learning how to spot expansion opportunities without ever feeling like a salesperson? In this episode, I’m breaking down two ridiculously simple approaches to expansion that you can start using immediately, even on your very next customer call. We’ll walk through the quick “inside-out” method to uncover low-hanging opportunities in your existing accounts, plus the more strategic “outside-in” approach that helps you think like a trusted advisor and connect your customer’s business goals to real revenue opportunities. By the end of this episode, you’ll start seeing expansion differently… not as selling, but as understanding your customer’s business and connecting the dots in a way that naturally creates growth. If you’ve ever felt uncomfortable with upselling or worried it’s not “your job” as a CSM, this might completely change how you think about your role and your earning potential. Hit play and let’s talk about the playbook most CSMs were never taught. 02:09 – Why Getting Comfortable With Selling is Key for CSM Career Growth 04:01 – The Fastest “Inside-Out” Way to Find Expansion Opportunities 07:59 – Three Natural Questions to Uncover Expansion on Customer Calls 12:47 – The Strategic Power of the “Outside-In” Approach (and Goal Trees) 22:03 – How Treating Expansion as Problem-Solving (Not Selling) Gets You Promoted FREEBIES & RESOURCES: 🛎️ Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HERE 🛎️ Optimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resume 🛎️ Learn how to sell yourself as the best candidate & walk int…