Usage-Based Upsell

Define 3-5 usage expansion signals in a spreadsheet: approaching plan limits (80%+ of seats, API calls, storage), adding team members, using premium features heavily, achieving strong outcomes, expanding to new use cases.

Monitor 10 active customers in Attio; track their usage against plan limits weekly using product data or manual checks; identify customers showing expansion signals.

Set pass threshold: identify >=3 customers with expansion signals and successfully upsell >=1 customer (tier upgrade, seat expansion, or add-on purchase) within 1 week.

When customer hits usage threshold (e.g., 80% of seats used), send personalized email: "Noticed your team is growing—you're at 8/10 seats. Want to add more seats so new team members can join?"

For customers using premium features heavily, reach out: "You're getting great value from [feature]—have you considered [higher tier] to unlock [additional benefit]?"

Schedule upsell calls with high-usage customers; come prepared with their usage data: "You've run 45K API calls this month—you're close to your 50K limit. Let's discuss upgrading to 100K so you have headroom."

Log expansion signals and upsell attempts in Attio with fields for expansion_signal_type, upsell_offer_made, upsell_value, and outcome; track which signals convert best.

In PostHog, create events for usage_threshold_hit, upsell_offer_sent, upsell_call_scheduled, upsell_closed with properties for signal type, expansion value, and time to close.

After 1 week, analyze which expansion signals yielded successful upsells; if seat expansion signals convert well but API limit signals don't, prioritize seat-based upsells.

If >=1 upsell closed from >=3 customers with expansion signals, usage-based upsell is working; document signals and outreach templates, then proceed to Baseline; otherwise refine signal definitions or offer positioning.