# Expansion-Oriented Customer Success Leader

## Description

A customer success director at a B2B SaaS company who manages a portfolio of existing accounts and is responsible for both retention and expansion revenue. Has discovered that keeping tabs on changes within customer accounts — new executives, shifts in technology stack, organizational restructuring, or rapid headcount growth — is essential to spotting both risk and upsell opportunity. Currently relies on a patchwork of news alerts and manual CRM updates to track these signals, and is actively exploring solutions that can provide continuous, automated intelligence on the accounts they already own.

Defining Characteristics:
- Accountable for net revenue retention and expansion revenue across named accounts
- Tracks executive turnover and org changes as key renewal and upsell signals
- Monitors technology stack shifts in accounts to anticipate competitive displacement
- Relies on account intelligence to personalize quarterly business review conversations
- Frustrated by reactive discovery of account changes rather than proactive alerts
- Collaborates closely with AEs on expansion plays triggered by growth signals

## Questions (10 total)

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