This PDF explains how Customer Success Managers can drive growth through Net Recurring Revenue (NRR) and strategic expansion. NRR is calculated by factoring monthly recurring revenue with expansions, downgrades, and churn, where rates over 100% indicate strong growth potential. Expansion opportunities include renewals, upsells, resells, and cross-sells, requiring alignment with the right buyers and departments. Success depends on building multi-threaded relationships with decision makers, influencers, and sponsors. The expansion playbook encourages mapping relationships, identifying champions, and addressing blockers. A strategic account action plan ensures measurable outcomes, KPIs, and ownership for driving expansion.

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