# Customer Expansion Scoring > Use this skill when scoring a paying customer (closed-won account) for expansion. It evaluates product usage depth, persona quality, and expansion headroom to produce an expansion tier with short actionable reasoning. Designed as a sub-skill of your lead-scoring methodology — the parent runs the ACV assessment first and this returns a tier to it. - **Type:** Skill - **Install:** `agentstack add skill-swan-gtm-gtm-skills-customer-expansion-scoring` - **Verified:** Yes — security-reviewed for prompt injection and unsafe behavior - **Seller:** [swan-gtm](https://agentstack.voostack.com/s/swan-gtm) - **Installs:** 0 - **Category:** [Agent Skills](https://agentstack.voostack.com/c/agent-skills) - **Latest version:** 0.1.0 - **License:** MIT - **Upstream author:** [swan-gtm](https://github.com/swan-gtm) - **Source:** https://github.com/swan-gtm/gtm-skills/tree/main/skills/ariel-cohen/customer-expansion-scoring ## Install ```sh agentstack add skill-swan-gtm-gtm-skills-customer-expansion-scoring ``` Requires the [AgentStack CLI](https://agentstack.voostack.com/docs/cli). Works with Claude Code, Cursor, and any MCP-compatible agent. ## About ## Template placeholders Replace every `{{...}}` before enabling. See the setup checklist reference for the full setup list. - `{{PRODUCT}}` — Your product name - `{{PARENT_SCORING_SKILL}}` — The parent lead-scoring skill this returns to (runs ACV assessment before this) - `{{CRM}}` — Your CRM (e.g. HubSpot) - `{{DEPTH_SIGNALS}}` — Your product's REAL usage-depth indicators (see Signal Stack #2 — must be replaced) - `{{AUTO_CREATED_ARTIFACTS}}` — Objects your onboarding auto-creates for every account (excluded from depth) - `{{FOUNDER_CONTENT}}` — Whose LinkedIn content signals post-conversion advocacy (usually a founder) - `{{TIER_SCALE}}` — Tiers, low→high (default: Bronze / Silver / Gold / Diamond) - `{{INACTIVITY_CAP}}` — Inactivity window that caps the tier (default: 30 days → cap at Silver) Use when the account is a paying customer (Closed Won stage). Goal: How deeply are they using {{PRODUCT}}, and how much bigger could this account get? The parent skill ({{PARENT_SCORING_SKILL}}) has already run the ACV assessment and applied the ACV tag. Reference those results here — do not re-research ACV dimensions covered there. --- ### Signal Stack (highest to lowest weight) Gather all available signals from account memory, product event history, and {{CRM}}. 1. **Meeting** — a completed call signals active relationship depth. Extract: topics discussed (expansion, new use cases, additional team members mentioned), questions and objections, action items, attendee roles. A meeting that surfaces new departments, budget conversations, or advanced use cases = strong expansion signal. 2. **Product depth** — the real indicators of depth for {{PRODUCT}} are {{DEPTH_SIGNALS}}. *Reference implementation (an AI GTM platform) used:* - *Integrations/tools connected beyond defaults — each = deliberate setup effort* - *Automations/triggers created beyond the default one — variety and count signal how much the user is actually building on the product* - *Usage credits consumed (volume = active usage)* - *Multiple team members active* > **What does NOT count as product depth:** {{AUTO_CREATED_ARTIFACTS}} — > anything your onboarding auto-creates is present on virtually every > account. Do NOT treat these as engagement or power-user signals. Judge > depth only by artifacts the customer deliberately built. 3. **Chatbot / support interactions** — technical or advanced use-case questions signal active exploration 4. **Website visits (post-signup)** — return visits to docs, pricing (plan upgrade signal?), or feature pages 5. **LinkedIn engagement** — post-conversion engagement with {{FOUNDER_CONTENT}} signals advocacy or a deepening relationship --- ### Persona Quality **Strong:** CRO, VP Sales, Head of Sales, RevOps, GTM Engineer, Growth Lead, CEO (small co), Agency Owner *(tune to your buying committee)* **Weak:** Product, Engineering, Finance — requires stronger product signals to compensate **Multiple strong personas actively using {{PRODUCT}}** = significant positive multiplier for the top tier Persona quality reflects expansion potential. A VP Sales actively building on {{PRODUCT}} is a more valuable expansion signal than a junior IC doing the same. Always note the persona role in your reasoning. --- ### Expansion Headroom Assess how much room this account has to grow: - Current seat count vs. total relevant org size (from the parent ACV assessment) - Teams or divisions not yet using {{PRODUCT}} - Growth signals: recent funding, active hiring, new leadership joins - Are they approaching credit, usage, or seat limits? --- ### Hard Caps **No product usage signals in the last {{INACTIVITY_CAP}}** → cap at the second-lowest tier (churn risk takes priority over expansion scoring). Note explicitly: "[window] inactivity — capped, churn risk flagged." **Senior Stakeholder Exception (overrides seat-count limitations):** If the registered user is a very senior stakeholder (VP, SVP, C-suite, or equivalent Director-level executive) AND the company is high-quality ($10M+ funded OR 100+ employees OR well-known brand with a clear motion in your market), score the second-highest tier **regardless of team size or seat count**. Seniority + company quality is itself a strong expansion signal — this person can unlock budget and teammates. --- ### Tier Definitions *(Defaults shown for a Bronze/Silver/Gold/Diamond scale — remap to {{TIER_SCALE}}.)* **Diamond:** Deep product usage (multiple integrations connected, multiple deliberate automations active, multi-user) + high ACV potential (per parent assessment) + clear expansion headroom. This account could 3–5x in ARR. **Gold:** Meaningful usage (1–2 integrations connected, active workflows running) + medium-to-high ACV potential + some expansion headroom. Nurture toward deeper adoption. **Silver:** Active customer but shallow usage (minimal integrations, few automations, limited engagement) OR low ACV potential with limited expansion ceiling. **Bronze:** Barely active — minimal or no usage in recent weeks, no integrations, low ACV potential. Prioritize re-engagement or churn prevention before expansion. --- ### Output Produce: tier + 2–3 sentence reasoning (usage depth, persona quality, expansion headroom, ACV ceiling from parent). Then return to {{PARENT_SCORING_SKILL}} and continue its remaining steps. --- ## What good looks like A great output is a tier plus two-to-three sentences a CSM can act on immediately, citing all four dimensions: usage depth (deliberately built artifacts only), persona quality, expansion headroom, and the ACV ceiling from the parent assessment. Inactive accounts get capped with the churn risk flagged explicitly, and senior-stakeholder exceptions are called out as such. Mediocre looks like: a tier derived from seat count alone, depth credited for onboarding auto-created objects, ACV re-researched when the parent already assessed it, or essay-length reasoning nobody reads. ## Source & license This open-source skill is cataloged on AgentStack and links to its original source — we do not rehost the code. - **Author:** [swan-gtm](https://github.com/swan-gtm) - **Source:** [swan-gtm/gtm-skills](https://github.com/swan-gtm/gtm-skills) - **License:** MIT Install and usage instructions live in the source repository linked above. ## Pricing - **Free** — Free ## Security capabilities Automated source analysis of v0.1.0 — what this tool can access: - **Network access:** no - **Filesystem access:** no - **Shell / process execution:** no - **Environment & secrets:** no - **Dynamic code execution:** no *"Yes" means the capability is present in the source — more access means more to trust, not that it is unsafe.* ## Versions - **0.1.0** — security scan: passed — Imported from the upstream source. ## Links - Listing page: https://agentstack.voostack.com/l/skill-swan-gtm-gtm-skills-customer-expansion-scoring - Seller: https://agentstack.voostack.com/s/swan-gtm - Browse the marketplace: https://agentstack.voostack.com/browse --- Listed on AgentStack — the marketplace for AI agent skills and MCP servers. Every listing is security-reviewed. Creators keep 70%.