Early in my career, a costly assumption cost us real expansion revenue: I figured Sales owned the overconsumption conversation end to end. They didn't, CS did. Now AI flags every overage across the book of business in seconds, which raises the real question: does the machine change who owns what between CS and Sales? My answer, after building this motion by hand and then watching AI speed it up.

Most CS expansion playbooks are built on lagging signals. Usage thresholds. Seat utilization. Feature adoption. Health scores. The CSMs consistently hitting their NRR targets are watching something different. They're monitoring external signals- the ones that create expansion conditions before the customer has articulated the need.