This presentation by Danielle, a Head of Customer Success at Thrive, covers comprehensive strategies for driving expansion revenue in customer success teams. She discusses the two main role types in expansion - CSMs with revenue targets versus those working collaboratively with account management. The talk emphasizes the critical importance of getting data right as the foundation for expansion efforts, including historical data analysis to identify expansion indicators and automated workflows for opportunity detection. Danielle challenges the common practice of tiering customers solely by ARR, advocating instead for considering addressable market potential, sharing a case study where re-tiering led to reduced churn and increased expansion. She covers practical aspects of expansion including personalized outreach planning, understanding why customers buy, avoiding hard selling approaches, and the importance of thorough documentation. The presentation concludes with practical dos and don'ts, emphasizing data accuracy, automation, strategic planning, and continuous experimentation with proper tracking of what works.