The Pavilion and Gainsight e-book Empowering Customer Success as an Engine for Growth explains how CS and Sales must partner to turn retention into expansion. Growth starts once customer objectives are met, creating openings for upsell and cross-sell. CS teams act as trusted advisors, using data to anticipate needs, identify “a-ha moments,” and build long-term value. The guide stresses redefining CSM skillsets, balancing roles with Sales, and mastering handoffs to avoid friction. Gainsight Essentials supports this land-and-expand model by giving CSMs visibility into engagement history to spot growth opportunities.

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