Your best growth channel is the customers you already have
A structured audit of your expansion levers — seat growth, usage upsell, tier upgrades, feature gating, and cross-sell — with a specific playbook for getting your Net Revenue Retention above 100%.
Most B2B SaaS undercharges its most valuable customers
NRR above 100% means your existing customer base grows revenue on its own — before you close a single new deal. Most companies that don't have it aren't missing the customers to get there. They're missing the structure to capture the value those customers are already getting.
Customers growing on your platform aren't paying more
A customer who doubles their usage, adds team members, or integrates your product deeper into their workflow is getting more value than when they started. If your pricing model doesn't capture that growth, you're subsidizing expansion for customers who would willingly pay for it.
Upsell conversations happen reactively, not systematically
Expansion that depends on a sales rep noticing the right moment is expansion left to chance. Without in-product triggers, automated signals, and defined expansion criteria, revenue expansion is episodic rather than systematic — and episodic expansion doesn't compound.
Your tier structure doesn't create a natural upgrade path
If there's no clear reason for a customer to move to the next tier — no meaningful feature difference, no usage trigger, no value gate — customers stay where they are indefinitely. Expansion revenue requires a packaging structure that makes the upgrade path feel inevitable, not arbitrary.
What you walk away with
A full audit of your expansion levers with a specific NRR playbook — identifying which levers exist, which are underused, what's blocking them, and what to do about it in priority order.
Pre-Session Questionnaire & Revenue Review
You complete a structured intake and share your current pricing structure, your NRR (or MRR expansion data), your tier distribution, and any data on how customers are using the product at different levels. I review your expansion history and packaging before the kickoff call.
Kickoff + Delivery
A 30-minute kickoff call to align on your current NRR, your customer segments, and which expansion levers are most relevant to your business model. I conduct the full expansion audit between calls. A 60-minute delivery call to walk through findings and the NRR playbook.
Expansion Audit & NRR Playbook
A written document covering: your current NRR baseline and what's driving it, each expansion lever assessed for current state and improvement opportunity, in-product triggers and customer touchpoints to implement, and a sequenced NRR playbook prioritized by time-to-impact and implementation effort. Session transcript included.
Three steps to NRR that compounds on its own
Two calls bracketing the expansion audit. From revenue data to NRR playbook in under two weeks.
You share your revenue and usage data
After booking, you complete a structured questionnaire and share your current pricing structure, your NRR or MRR expansion data, your tier distribution, and product usage data by customer segment. The audit is more specific with more data — but we can work with whatever you have.
We align on levers and priorities
A 30-minute kickoff call to confirm your business model, your current NRR baseline, and which expansion levers are in scope — seat-based growth, usage upsell, tier upgrades, feature gating, cross-sell, or a combination. I then conduct the full audit between calls.
You get a sequenced NRR playbook
A 60-minute delivery call to walk through each expansion lever, the audit findings, and the specific moves to make. The written playbook follows within 48 hours — sequenced by time-to-impact so you know what to tackle first.
Sound like your situation?
Expansion work matters most when you have a customer base delivering real value — and the pricing structure to capture it hasn't kept pace. Here are the most common situations.
"Our NRR is just below 100% and we know there's expansion revenue we're not capturing"
NRR at or below 100% means churn is offsetting expansion — and new customer acquisition has to replace lost revenue before it can grow the business. Getting NRR above 100% changes the fundamental growth dynamic. This audit identifies the fastest path from where you are to where NRR starts compounding.
"We're seat-based but accounts aren't growing and we're not sure how to drive seat expansion"
Seat expansion in B2B SaaS requires in-product triggers, champion-to-colleague sharing mechanics, and a clear value demonstration for each new seat. Without a deliberate expansion motion, seat growth happens by accident rather than by design — and the accounts that could grow, don't.
"Our highest-usage customers are on the same plan as our lowest-usage customers"
When your pricing model doesn't differentiate by usage, your best customers are getting a discount relative to the value they're receiving. Adding usage-based components, feature gates, or a separate high-usage tier captures the expansion revenue your current structure is giving away for free.
"We don't have a systematic upsell process — it happens when it happens"
Expansion that depends on sales rep intuition or customer-initiated upgrades is expansion that doesn't scale. This audit designs the systematic expansion motion — the triggers, the touchpoints, the in-product signals, and the offer structure — so that expansion becomes predictable rather than episodic.
One audit. NRR that works while you sleep.
NRR above 100% on $1M ARR means your existing customer base grows revenue by more than $1M next year — before a single new customer. This engagement costs $1,800. The NRR improvement it surfaces typically pays for itself in the first month of implementation.
Expansion Revenue & NRR
30-min kickoff + 60-min delivery call
- Pre-session questionnaire + review of pricing structure and NRR data
- Tier distribution and usage pattern analysis by customer segment
- 30-minute kickoff call to align on expansion levers and business model
- Full expansion audit conducted between calls
- 60-minute delivery call to walk through findings and NRR playbook
- Written report: expansion lever audit, in-product trigger recommendations, sequenced NRR playbook
- Session transcript included
Frequently asked questions
What makes you qualified to advise on expansion revenue and NRR?
I've worked on expansion revenue mechanics across multiple B2B SaaS products — including building the App Store and add-on ecosystem at 3dcart that drove expansion beyond the core subscription, designing tier upsell and payments expansion at Shift4, and working on omnichannel expansion at Gorgias. NRR strategy requires understanding both the pricing structure and the product behavior that creates the conditions for expansion. I approach it from both sides — what the pricing model needs to allow expansion, and what the product experience needs to make expansion feel natural rather than forced.
Can we sign a mutual NDA before you review our revenue and usage data?
Yes — happy to sign a standard mutual NDA before you share revenue data, pricing structure, or customer usage information. I can send a short one or sign yours. Just request it during scheduling.
What data do you need before the kickoff call?
The most useful inputs: your current pricing page and tier structure, your MRR expansion rate or NRR if you track it, your customer distribution across tiers, and product usage data showing how different customers engage with the product. If you track expansion MRR separately from new MRR in your billing system (Stripe, Chargebee, etc.), an export of that is very useful. We can work with whatever level of data you have.
We don't track NRR yet — is this engagement still useful?
Yes. If you don't have NRR tracked, the engagement starts by establishing the baseline — calculating it from your subscription data — and then auditing the expansion levers. Setting up NRR tracking will be one of the first recommendations. You can't improve what you don't measure, and the audit gives you both the metric and the plan to move it.
Should I do Expansion NRR or Pricing & Packaging first?
They're complementary with some overlap. Pricing & Packaging focuses on your value metric, tier structure, and price points — the architecture of how you charge. Expansion NRR focuses on the levers and motions that drive existing customers to grow revenue over time. If your pricing structure is broken, fix that first — expansion motions built on the wrong pricing model will underperform. If your pricing is sound, the expansion audit is the right next step.
Can I get follow-up help implementing the NRR playbook?
Yes. NRR improvement is a multi-quarter effort — the playbook identifies the levers, but executing them and measuring impact requires sustained attention. The most common next step is B2B SaaS Advisory, starting at $750/month, for ongoing input as you roll out the expansion motion and track NRR movement.
How soon can we meet after I book?
Usually within one to two weeks. I schedule the kickoff call within 5–10 days of receiving your questionnaire and data. The delivery call follows 5–7 days after the kickoff.
Make your existing customer base your best growth channel
One audit. A sequenced expansion playbook. NRR that compounds on its own.