What upsell really is about, tips for improving your customer expansion strategy & how to reveal upsell opportunities.
Every business needs to grow, and upselling is a crucial part of that. But as a CSM, you always need to keep your customers' interests in mind and create ongoing value that they will benefit from. Shifting focus between solving their everyday challenges and daring to take that discussion about expansion is a balancing act - but one that's critical as a revenue function. In this CSM corner we have invited Robyn Savage, Customer Success Lead at Tessian and Reed Kordella, Enterprise Customer Success Manager at Box who will share their experiences and best practices on how to run expansion.
Gurprem Sagoo
Customer Success Operations Manager
Customer Success Operations Manager
Planhat
Gurprem is a customer success operations leader with over 10 years of experience in enterprise SaaS, spanning both frontline CS and systems strategy. At Planhat, where he has spent the past five years, he leads global CS operations—owning internal processes, tooling, and data flows to drive efficiency and revenue alignment. He previously served as a Customer Success Manager, a role for which he earnt the CSM of the Year award in 2023. Before Planhat, Gurprem spent over three years at Box, where he advanced through analyst and manager roles focused on expansion, customer ROI, and operational scale.
Robyn Savage
CS Lead
CS Lead
Tessian
Robyn is a seasoned customer experience leader with over a decade of experience across global SaaS and enterprise tech. As Director of Customer Experience at Orbital, she leads customer success and journey strategy across the US and UK, supporting a diverse portfolio spanning legal, retail, and residential sectors. Previously, she held senior customer success roles at Tessian and Qubit, managing EMEA and US teams. Robyn also coaches SaaS professionals through Sales Impact Academy, blending strategic rigor with people-first leadership.
Reed Kordella
Enterprise CSM
Enterprise CSM
Box
Reed is a Senior Customer Success Manager at UpKeep, bringing over 10 years of experience guiding enterprise clients across SaaS and operations technology. He’s led post-sales partnerships at companies like Box, Xeeva, and ExecVision, where he specialized in onboarding, adoption, and retention for high-value accounts. With a track record spanning procurement tech, sales enablement, and asset management, Reed combines a consultative approach with deep product understanding to drive customer outcomes and long-term value.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
