Ilan Hirschfield
The Expansion Playbooks material has drastically widened my understanding of Customer Success. These new areas of understanding include the timeline of core customer ownership processes and when they begin/end. It also provides clear definitions for each process, as well as crystallized questions to ask while considering those processes. I would recommend the services and materials to others, because they're concise, accessible, and rigorous. The time investment required to gain value from them is very low, providing a high ROI.
Ilan Hirschfield
The Expansion Playbooks material has drastically widened my understanding of Customer Success. These new areas of understanding include the timeline of core customer ownership processes and when they begin/end. It also provides clear definitions for each process, as well as crystallized questions to ask while considering those processes. I would recommend the services and materials to others, because they're concise, accessible, and rigorous. The time investment required to gain value from them is very low, providing a high ROI.
SM
Sean Morrison
My conversation with Jeff was honestly one of the most valuable career discussions I've had to date. He took the time to deeply understand my background, asked insightful questions, and then translated my experience into clear, actionable steps towards a transition into customer success. His ability to break down complex concepts, connect them to real business outcomes, and tailor advice to my specific situation was exceptional! Jeff's clarity, generosity, and practical guidance make him an incredible resource for anyone looking to grow in CS or revenue focused roles.
SM
Sean Morrison
My conversation with Jeff was honestly one of the most valuable career discussions I've had to date. He took the time to deeply understand my background, asked insightful questions, and then translated my experience into clear, actionable steps towards a transition into customer success. His ability to break down complex concepts, connect them to real business outcomes, and tailor advice to my specific situation was exceptional! Jeff's clarity, generosity, and practical guidance make him an incredible resource for anyone looking to grow in CS or revenue focused roles.
Sinéad
Senior L&D Specialist @ Learnupon
Impact & Results:
Expansion Playbooks has significantly professionalized our approach to the customer lifecycle, moving our team from a reactive mindset to a proactive, strategic one. The practical talk tracks and strategies provided have given the team the confidence to navigate complex discussions and handle difficult scenarios.
What was your experience with our coaching or courses?
The experience was excellent. Jeff, was incredibly prepared and brought a high level of organisation to the 5-week program. The mix of live instructor-led sessions, role-plays, and assignments kept the team engaged. Jeff was also highly flexible, working around our managers' schedules and ensuring all pre-work and materials were delivered seamlessly.
Would you recommend our services to others? Why?
Absolutely. Expansion Playbooks doesn’t just offer "off the shelf" advice; they listen. Jeff did a great job of hearing the specific challenges our managers were facing and proposing realistic, practical solutions to tackle them. The feedback from our team was positive, with many noting how valuable it was to have a dedicated space to hone new skills.
What did you find most valuable about your experience?
The most valuable part was the bridge between theory and practice. The workshops were highly interactive, and the real-life examples provided made the concepts feel attainable. As one of our team members put it, "it was a great experience where more practice is always valuable."
Sinéad
Senior L&D Specialist @ Learnupon
Impact & Results:
Expansion Playbooks has significantly professionalized our approach to the customer lifecycle, moving our team from a reactive mindset to a proactive, strategic one. The practical talk tracks and strategies provided have given the team the confidence to navigate complex discussions and handle difficult scenarios.
What was your experience with our coaching or courses?
The experience was excellent. Jeff, was incredibly prepared and brought a high level of organisation to the 5-week program. The mix of live instructor-led sessions, role-plays, and assignments kept the team engaged. Jeff was also highly flexible, working around our managers' schedules and ensuring all pre-work and materials were delivered seamlessly.
Would you recommend our services to others? Why?
Absolutely. Expansion Playbooks doesn’t just offer "off the shelf" advice; they listen. Jeff did a great job of hearing the specific challenges our managers were facing and proposing realistic, practical solutions to tackle them. The feedback from our team was positive, with many noting how valuable it was to have a dedicated space to hone new skills.
What did you find most valuable about your experience?
The most valuable part was the bridge between theory and practice. The workshops were highly interactive, and the real-life examples provided made the concepts feel attainable. As one of our team members put it, "it was a great experience where more practice is always valuable."
Kevin Myhan
Manager, Customer Success @ Data Innovations LLC
I can’t recommend Jeff and Expansion Playbooks enough. Jeff was awesome for spending the time to share his deep expertise with me. By using the EP tools, I’ve built a solid deck and a repository of materials for my upcoming interviews. I now have the confidence and the assets to jump in on day one and make an impact in my next role!
Kevin Myhan
Manager, Customer Success @ Data Innovations LLC
I can’t recommend Jeff and Expansion Playbooks enough. Jeff was awesome for spending the time to share his deep expertise with me. By using the EP tools, I’ve built a solid deck and a repository of materials for my upcoming interviews. I now have the confidence and the assets to jump in on day one and make an impact in my next role!
Jordan Sartin
Manager, Customer Success @ Deardoc
The methods taught by EP have been fundamental to CS department progress. Time-to-value, expansions, and retention metrics have all been positively impacted. Most importantly, reps have dedicated themselves to becoming proactive, results driving, consultative agents who can expertly deploy repeatable processes that create success. Jeff and his insight are invaluable and directly contributed to my growth from a team leader to a team manager. I highly recommend EP for any rep or org looking to take their performance to the next level.
Jordan Sartin
Manager, Customer Success @ Deardoc
The methods taught by EP have been fundamental to CS department progress. Time-to-value, expansions, and retention metrics have all been positively impacted. Most importantly, reps have dedicated themselves to becoming proactive, results driving, consultative agents who can expertly deploy repeatable processes that create success. Jeff and his insight are invaluable and directly contributed to my growth from a team leader to a team manager. I highly recommend EP for any rep or org looking to take their performance to the next level.
Jay Sachs
Senior Customer Success Manager @ Enhesa
It was great to connect with Jeff to talk more about my future. The materials he provided were a great showcase of the whitespace that exists between CSM responsibilities on a large scale. He helped me consider things from a different perspective which I look forward to implementing, not only in my current role, but also as I look to grow in my career.
Jay Sachs
Senior Customer Success Manager @ Enhesa
It was great to connect with Jeff to talk more about my future. The materials he provided were a great showcase of the whitespace that exists between CSM responsibilities on a large scale. He helped me consider things from a different perspective which I look forward to implementing, not only in my current role, but also as I look to grow in my career.
Maciek Gorzkowski
VP of Customer Success, Annex Cloud
Marjie Sarphati
I connected with Jeff from LinkedIn. His posts really resonated with me, and after commenting on several of them, he offered to set up a call! I am so glad he did! Working with Jeff from Expansion Playbooks and receiving his coaching was incredibly valuable- very insightful and practical. He helped me with my current situation of job searching for a new Sr. CSM opportunity. I appreciated how the coaching helped me prepare for interviews, think beyond the immediate interview questions, and approach the interview more strategically.
I’d absolutely recommend Jeff and Expansion Playbooks to anyone looking for helpful, practical tips and guidance in their career as a CSM. He was easy to talk to, presented information clearly and in an organized fashion, and provided insightful frameworks to be more effective as a CSM!
Marjie Sarphati
I connected with Jeff from LinkedIn. His posts really resonated with me, and after commenting on several of them, he offered to set up a call! I am so glad he did! Working with Jeff from Expansion Playbooks and receiving his coaching was incredibly valuable- very insightful and practical. He helped me with my current situation of job searching for a new Sr. CSM opportunity. I appreciated how the coaching helped me prepare for interviews, think beyond the immediate interview questions, and approach the interview more strategically.
I’d absolutely recommend Jeff and Expansion Playbooks to anyone looking for helpful, practical tips and guidance in their career as a CSM. He was easy to talk to, presented information clearly and in an organized fashion, and provided insightful frameworks to be more effective as a CSM!
Tanzim Siddiqui
I came across Jeff on LinkedIn while researching Customer Success, and one DM quickly turned into an insightful conversation. We later connected over a video call, where I truly got to experience the depth of Jeff’s expertise in the Customer Success space.
In just 45 minutes, he shared highly practical advice on onboarding, retention, churn prevention, and expansion strategies, all backed by real-world use cases. As someone transitioning into a full CSM role, I found his insights not only relevant but immediately actionable.
Jeff stands out as a true thought leader in Customer Success - approachable, genuine, and committed to helping others grow. I would highly recommend him to anyone already in the CSM space or aspiring to step into it. I’m now planning to purchase his Expansion Playbook course, as I believe his guidance will continue to create lasting value for my career.
Kudos to Jeff for the great work he’s doing for the Customer Success community!
Tanzim Siddiqui
I came across Jeff on LinkedIn while researching Customer Success, and one DM quickly turned into an insightful conversation. We later connected over a video call, where I truly got to experience the depth of Jeff’s expertise in the Customer Success space.
In just 45 minutes, he shared highly practical advice on onboarding, retention, churn prevention, and expansion strategies, all backed by real-world use cases. As someone transitioning into a full CSM role, I found his insights not only relevant but immediately actionable.
Jeff stands out as a true thought leader in Customer Success - approachable, genuine, and committed to helping others grow. I would highly recommend him to anyone already in the CSM space or aspiring to step into it. I’m now planning to purchase his Expansion Playbook course, as I believe his guidance will continue to create lasting value for my career.
Kudos to Jeff for the great work he’s doing for the Customer Success community!
Arty Hammonds
I was already one of the top CSMs at my company, but the way Jeff breaks things down… it’s like I’ve been getting free coaching from the GOAT. Some of his tips helped me walk into a couple interviews way more confident, and I swear it felt like I had cheat codes.
Seriously, I really appreciate you sharing all this knowledge. Feels like I stumbled on the secret sauce without even asking for the recipe.
Arty Hammonds
I was already one of the top CSMs at my company, but the way Jeff breaks things down… it’s like I’ve been getting free coaching from the GOAT. Some of his tips helped me walk into a couple interviews way more confident, and I swear it felt like I had cheat codes.
Seriously, I really appreciate you sharing all this knowledge. Feels like I stumbled on the secret sauce without even asking for the recipe.
Aaron
Senior Customer Success Manager @ Lumo
Jeff transformed the way I approach customer success. Engagement that was once a challenge has turned into meaningful collaboration; customers now ask for account plans because they know I can unlock the exact value they’re seeking. Jeff cuts through the buzzwords and focuses on what truly matters: delivering results that are meaningful to customers. I know I would be further along in my career if I had started working with Jeff sooner.
Aaron
Senior Customer Success Manager @ Lumo
Jeff transformed the way I approach customer success. Engagement that was once a challenge has turned into meaningful collaboration; customers now ask for account plans because they know I can unlock the exact value they’re seeking. Jeff cuts through the buzzwords and focuses on what truly matters: delivering results that are meaningful to customers. I know I would be further along in my career if I had started working with Jeff sooner.
Braedy Sandvig
Account Executive @ Cyber Advisors
I reached out to Jeff after seeing his posts in LinkedIn. He was quick to respond and ended up chatting for a while via zoom. He has been an absolute champion for me, downloading career advice and CSM best practices. I would recommend anyone to be connected to Jeff and dig into his experience and expertise in the area.
Braedy Sandvig
Account Executive @ Cyber Advisors
I reached out to Jeff after seeing his posts in LinkedIn. He was quick to respond and ended up chatting for a while via zoom. He has been an absolute champion for me, downloading career advice and CSM best practices. I would recommend anyone to be connected to Jeff and dig into his experience and expertise in the area.
Kris Fulton
Account Director, Listrak
Jeff’s approach provided us with a clear and practical framework to articulate value, align internally, and engage senior client stakeholders with confidence. It helped us move from reactive to intentional conversations, using shared language to define success, surface risks, and drive meaningful action. This proactive shift has strengthened client trust, improved alignment, and contributed to higher renewal rates. Jeff’s work continues to shape how we operate and is essential for any team focused on client success and growth.
Kris Fulton
Account Director, Listrak
Jeff’s approach provided us with a clear and practical framework to articulate value, align internally, and engage senior client stakeholders with confidence. It helped us move from reactive to intentional conversations, using shared language to define success, surface risks, and drive meaningful action. This proactive shift has strengthened client trust, improved alignment, and contributed to higher renewal rates. Jeff’s work continues to shape how we operate and is essential for any team focused on client success and growth.
Corey Blanchet
Operations Manager CS & Marketing @ Nearmap
Having completed the Expansion Playbooks course, I can confidently say it is THE most actionable and strategically grounded framework I’ve encountered in Customer Success and GTM alignment. Jeff has created a powerful system rooted in the idea that customer outcomes are driven not by the transaction of a sale, but by the behaviors and actions that follow. That simple truth, explored in depth throughout the course, reshaped the way I think about product adoption, industry-specific playbooks, and scalable expansion.
Jeff’s templates and principles create clarity: clarity around which actions lead to which results, which products support those actions, and how timelines and benchmarks vary by customer industry and goal. The result is a highly prescriptive and repeatable approach to customer engagement—one that can unify Sales, CS, and Marketing with shared visibility and intent.
Jeff brings high energy to the course and a clear passion for the material. Working with him directly is a bonus—he’s thoughtful, responsive, and genuinely focused on helping others unlock strategic growth through better playbook design.
The Expansion Playbooks course is not just a tactical guide to driving expansions. It’s a broader call to expertise, urging individuals and companies to own the responsibility of knowing what success looks like for their customers—and how to get them there.
As an Operations Manager I look for ways CS can scale their best results and maximize LTV of each customer; this is the formula. I’m grateful to have gone through the course and highly recommend it to anyone building or refining their post-sale motion.
Corey Blanchet
Operations Manager CS & Marketing @ Nearmap
Having completed the Expansion Playbooks course, I can confidently say it is THE most actionable and strategically grounded framework I’ve encountered in Customer Success and GTM alignment. Jeff has created a powerful system rooted in the idea that customer outcomes are driven not by the transaction of a sale, but by the behaviors and actions that follow. That simple truth, explored in depth throughout the course, reshaped the way I think about product adoption, industry-specific playbooks, and scalable expansion.
Jeff’s templates and principles create clarity: clarity around which actions lead to which results, which products support those actions, and how timelines and benchmarks vary by customer industry and goal. The result is a highly prescriptive and repeatable approach to customer engagement—one that can unify Sales, CS, and Marketing with shared visibility and intent.
Jeff brings high energy to the course and a clear passion for the material. Working with him directly is a bonus—he’s thoughtful, responsive, and genuinely focused on helping others unlock strategic growth through better playbook design.
The Expansion Playbooks course is not just a tactical guide to driving expansions. It’s a broader call to expertise, urging individuals and companies to own the responsibility of knowing what success looks like for their customers—and how to get them there.
As an Operations Manager I look for ways CS can scale their best results and maximize LTV of each customer; this is the formula. I’m grateful to have gone through the course and highly recommend it to anyone building or refining their post-sale motion.
Katelyn Hull
Head of Technical Support @ Timeero
Adam Reeves
RevOps Specialist @ Timeero
Working with Expansion Playbooks has made a big impact on our business. It helped align all revenue teams, from sales to success, so we’re speaking the same language across the customer journey. That alignment has made handoffs smoother and customer transitions more effective. On top of that, we’ve implemented a ton of plays that are not only practical and easy to measure but also directly contribute to our customers’ success.
Since using the playbooks, we’ve seen huge improvements in how we talk about churn internally and how we manage it. There’s better knowledge-sharing across teams, and we’re all more confident in the actions we’re taking.
As someone in operations, I wasn’t expecting to be so drawn into the Customer Success Manager mindset, but Jeff’s energy and depth of knowledge made it infectious. He brings so much insight and clarity to the table. It makes you feel like you can help customers succeed, no matter your role.
Would I recommend Jeff? Absolutely—100%. He’s personable, an excellent coach, and keeps everything on track across teams and timelines.
One of the most valuable things I’ve gained from this experience is a real understanding of churn. I used to pull numbers for leadership without fully grasping what they meant. Now I understand what churn actually is, how to identify it, what to do about it, and how to proactively manage it. Our success team feels empowered and aligned—we’re ready to retain more customers and truly drive their success.
Adam Reeves
RevOps Specialist @ Timeero
Working with Expansion Playbooks has made a big impact on our business. It helped align all revenue teams, from sales to success, so we’re speaking the same language across the customer journey. That alignment has made handoffs smoother and customer transitions more effective. On top of that, we’ve implemented a ton of plays that are not only practical and easy to measure but also directly contribute to our customers’ success.
Since using the playbooks, we’ve seen huge improvements in how we talk about churn internally and how we manage it. There’s better knowledge-sharing across teams, and we’re all more confident in the actions we’re taking.
As someone in operations, I wasn’t expecting to be so drawn into the Customer Success Manager mindset, but Jeff’s energy and depth of knowledge made it infectious. He brings so much insight and clarity to the table. It makes you feel like you can help customers succeed, no matter your role.
Would I recommend Jeff? Absolutely—100%. He’s personable, an excellent coach, and keeps everything on track across teams and timelines.
One of the most valuable things I’ve gained from this experience is a real understanding of churn. I used to pull numbers for leadership without fully grasping what they meant. Now I understand what churn actually is, how to identify it, what to do about it, and how to proactively manage it. Our success team feels empowered and aligned—we’re ready to retain more customers and truly drive their success.
Lindsay Golia
Director of Customer Success @ Deardoc
Exactly what I needed
Expansion Playbooks gave us a clear, repeatable way to drive growth within our existing accounts. It helped us move from reactive to proactive and aligned the team around proven strategies that deliver real results. Since then, we’ve seen a boost in expansions and more proactive account management. Jeff's coaching was exactly what I needed to take over our Customer Success department with confidence and clarity. If you want something that truly moves the needle, this is it!
Lindsay Golia
Director of Customer Success @ Deardoc
Exactly what I needed
Expansion Playbooks gave us a clear, repeatable way to drive growth within our existing accounts. It helped us move from reactive to proactive and aligned the team around proven strategies that deliver real results. Since then, we’ve seen a boost in expansions and more proactive account management. Jeff's coaching was exactly what I needed to take over our Customer Success department with confidence and clarity. If you want something that truly moves the needle, this is it!
Jonathan Niednagel
SaaS Advisor, Investor, Founder @ Arena Partners
A framework that works
Our reps and their managers love Jeff. He has an ability to relate to the customer facing reps, whether sales, support or success in their day to day challenges. But he also has a framework that works for their managers to teach, implement and reinforce those same principles across larger groups in a scalable and repeatable manner. He helped us establish processes that are still in place years after the initial implementation.
Jonathan Niednagel
SaaS Advisor, Investor, Founder @ Arena Partners
A framework that works
Our reps and their managers love Jeff. He has an ability to relate to the customer facing reps, whether sales, support or success in their day to day challenges. But he also has a framework that works for their managers to teach, implement and reinforce those same principles across larger groups in a scalable and repeatable manner. He helped us establish processes that are still in place years after the initial implementation.
Addison Reid
Customer Success Manager @ Social Climb
Wastes no time helping produce value immediately
I’ve worked with Jeff and applied his methodology at two different organizations and the success I’ve seen has been unmatched by any other approach I’ve experimented with. His approach has helped me understand how to determine what actually matters when it comes to helping customers succeed, which has directly impacted my ability to retain customers and help them expand their usage of our products. If you’ve been looking for something that will really move the needle in your organization, look no further!
Addison Reid
Customer Success Manager @ Social Climb
Wastes no time helping produce value immediately
I’ve worked with Jeff and applied his methodology at two different organizations and the success I’ve seen has been unmatched by any other approach I’ve experimented with. His approach has helped me understand how to determine what actually matters when it comes to helping customers succeed, which has directly impacted my ability to retain customers and help them expand their usage of our products. If you’ve been looking for something that will really move the needle in your organization, look no further!
Mike Binks
Customer Account Executive @ Revver
Unlock new career possibilities
Jeff's playbook has unlocked countless possibilities for me in my role. I am now able to enter any client conversation armed with tools to strategize with my clients, guide them to success, and create urgency for expansion. By following this framework I increased my expansion revenue by 16% year-over-year with no new products to sell.
Mike Binks
Customer Account Executive @ Revver
Unlock new career possibilities
Jeff's playbook has unlocked countless possibilities for me in my role. I am now able to enter any client conversation armed with tools to strategize with my clients, guide them to success, and create urgency for expansion. By following this framework I increased my expansion revenue by 16% year-over-year with no new products to sell.