CS100 – The VALUE Model: A Playbook for Customer Expansion

2025 CS100 Summit Speaker – Rob Zambito (Founder & CEO of Success Scaled Consulting)

In this session at the 2025 CS100 Summit, Rob Zambito introduces the VALUE Model, a practical framework designed to help customer success teams drive consistent, scalable expansion.

Rob challenges the idea that expansion is primarily a sales problem and reframes it as a value and process problem, offering a clear playbook CS leaders can apply immediately.

In this session, you’ll learn:

• Why expansion struggles are usually caused by value gaps, not selling skills
• How the VALUE Model enables CS teams to drive expansion with confidence
• What triggers and signals indicate true expansion readiness
• How to run structured discovery that uncovers real customer pain
• How to link value to outcomes, unblock objections, and execute with clarity

Rob also shares tactical language, coaching examples, and repeatable processes CS leaders can use to improve expansion velocity and demonstrate measurable impact across the organization.

As customer success teams are increasingly asked to drive growth with limited resources, this session delivers a human-centered, repeatable approach to customer expansion that scales.

‍The CS100 Summit is presented by ClientSuccess, the leading post-sales CRM for B2B SaaS companies. CS100 brings together customer success leaders from across the industry to share real-world frameworks, leadership lessons, and practical strategies for driving retention, expansion, and long-term growth.