CS-to-Sales Handoff Framework

HANDOFF CRITERIA

Handoff Trigger Matrix

EXPANSION HANDOFF TRIGGERS

AUTOMATIC HANDOFF TO SALES:
☐ New product interest (different BU)
☐ Net-new division opportunity
☐ Enterprise-wide expansion
☐ Strategic/complex negotiation
☐ Multi-year commitment discussion

CSM HANDLES:
☐ Seat/license expansion
☐ Same-product tier upgrade
☐ Simple renewal upsell
☐ Feature add-on <$10K
☐ Existing agreement expansion

JOINT MANAGEMENT:
☐ Mid-size expansion ($25K-$100K)
☐ New use case same product
☐ Competitive displacement

Handoff Decision Tree

Expansion Type	ARR Value	Complexity	Owner
Seat expansion	<$25K	Low	CSM
Tier upgrade	$25K-$50K	Medium	CSM + Sales
New product	Any	High	Sales (CSM intro)
Multi-division	>$100K	High	Sales

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HANDOFF PROCESS

Handoff Checklist

SALES HANDOFF CHECKLIST

PRE-HANDOFF:
☐ Opportunity qualified
☐ Champion identified
☐ Use case documented
☐ Timeline confirmed
☐ Budget discussion started

HANDOFF MEETING:
☐ Introduce sales rep to champion
☐ Share account context
☐ Review expansion opportunity
☐ Define roles going forward
☐ Set next steps

DOCUMENTATION SHARED:
☐ Account history summary
☐ Key stakeholder map
☐ Current usage/adoption
☐ Known objections/concerns
☐ Competitive intelligence
☐ Decision process insight

Account Brief Template

EXPANSION OPPORTUNITY BRIEF

ACCOUNT: _______________
CURRENT ARR: $_____
OPPORTUNITY: $_____

OPPORTUNITY DETAILS:
Type: _______________
Products interested: _______________
Timeline: _______________
Budget: $ confirmed/estimated

KEY CONTACTS:
Champion: _______________ (role)
Economic buyer: _______________ (role)
Other stakeholders: _______________

ACCOUNT HEALTH:
Health score: _____
NPS: _____
Usage level: _____
Relationship strength: High/Medium/Low

CONTEXT FOR SALES:
Why now: _______________
Key pain points: _______________
Success criteria: _______________
Potential objections: _______________

RECOMMENDED APPROACH:
_______________

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COORDINATION MODEL

Ongoing Collaboration

CS-SALES COORDINATION

DURING SALES PROCESS:
CSM role:
☐ Continue customer success activities
☐ Provide relationship support
☐ Assist with technical questions
☐ Reinforce value already delivered
☐ Avoid pricing discussions

Sales role:
☐ Lead commercial conversation
☐ Manage negotiation
☐ Coordinate procurement
☐ Handle contract details
☐ Keep CSM informed

COMMUNICATION:
Weekly sync: Every _____
Opportunity updates: Real-time in CRM
Escalation: _______________

Compensation Model

Scenario	Sales Credit	CSM Credit
New product, sales-led	100%	SPIF
Upsell, CSM-sourced	50%	50%
Pure expansion, CSM-led	0%	100%
Renewal uplift	0%	100%

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