CSM handbook generate expansion opp (#20567)

# Checklist for submitter

If some of the following don't apply, delete the relevant line.

<!-- Note that API documentation changes are now addressed by the
product design team. -->

- [ ] Changes file added for user-visible changes in `changes/`,
`orbit/changes/` or `ee/fleetd-chrome/changes`.
See [Changes
files](https://fleetdm.com/docs/contributing/committing-changes#changes-files)
for more information.
- [ ] Input data is properly validated, `SELECT *` is avoided, SQL
injection is prevented (using placeholders for values in statements)
- [ ] Added support on fleet's osquery simulator `cmd/osquery-perf` for
new osquery data ingestion features.
- [ ] Added/updated tests
- [ ] If database migrations are included, checked table schema to
confirm autoupdate
- For database migrations:
- [ ] Checked schema for all modified table for columns that will
auto-update timestamps during migration.
- [ ] Confirmed that updating the timestamps is acceptable, and will not
cause unwanted side effects.
- [ ] Ensured the correct collation is explicitly set for character
columns (`COLLATE utf8mb4_unicode_ci`).
- [ ] Manual QA for all new/changed functionality
- For Orbit and Fleet Desktop changes:
- [ ] Orbit runs on macOS, Linux and Windows. Check if the orbit
feature/bugfix should only apply to one platform (`runtime.GOOS`).
- [ ] Manual QA must be performed in the three main OSs, macOS, Windows
and Linux.
- [ ] Auto-update manual QA, from released version of component to new
version (see [tools/tuf/test](../tools/tuf/test/README.md)).

---------

Co-authored-by: Sam Pfluger <108141731+Sampfluger88@users.noreply.github.com>

handbook/customer-success/README.md

@@ -1,7 +1,10 @@
 # Customer Success
+
 This handbook page details processes specific to working [with](#contact-us) and [within](#responsibilities) this department.
 
+
 ## Team
+
 | Role                                  | Contributor(s)           |
 |:--------------------------------------|:------------------------------------------------------------------------------------------------------------------------|
 | VP of Customer Success                | [Zay Hanlon](https://www.linkedin.com/in/zayhanlon/) _([@zayhanlon](https://github.com/zayhanlon))_
@@ -9,21 +12,27 @@ This handbook page details processes specific to working [with](#contact-us) and
 | Customer Support (CSE/CSA)       | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_ <br> [Grant Bilstad](https://www.linkedin.com/in/grantbilstad/) _([@Pacamaster](https://github.com/Pacamaster))_ <br> [Dale Ribeiro](https://www.linkedin.com/in/daleribeiro/) _([@ddribeiro](https://github.com/ddribeiro))_ <br> Ben Edwards _([@edwardsb](https://github.com/edwardsb))_ <br> [Brock Walters](https://www.linkedin.com/in/brock-walters-247a2990/) _([@nonpunctual](https://github.com/nonpunctual))_
 | Customer Success Manager (CSM)        | [Jason Lewis](https://www.linkedin.com/in/jlewis0451/) _([@patagonia121](https://github.com/patagonia121))_ <br> [Michael Pinto](https://www.linkedin.com/in/michael-pinto-a06b4515a/) _([@pintomi1989](https://github.com/pintomi1989))_
 
+
 ## Contact us
+
 - To **make a request** of this department, [create an issue](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=%23g-customer-success&projects=&template=custom-request.md&title=Request%3A+_______________________) and a team member will get back to you within one business day (If urgent, mention a [team member](#team) in the [#g-customer-success](https://fleetdm.slack.com/archives/C062D0THVV1)).
   - Any Fleet team member can [view the kanban board](https://github.com/fleetdm/fleet#workspaces/-g-customer-success-642c83a53e96760014c978bd/board) for this department, including pending tasks and the status of new requests.
   - Please **use issue comments and GitHub mentions** to communicate follow-ups or answer questions related to your request. 
 
+
 ## Responsibilities
+
 The customer success department is directly responsible for ensuring that customers and community members of Fleet achieve their desired outcomes with Fleet products and services.
 
 
 ### Assign a customer codename
+
 Occasionally, we will need to track public issues for customers and prospects who wish to remain anonymous on our public issue tracker. To do this: 
 
 1. The team member creating the issue will choose an appropriate minor planet name from this [Minor planets page](https://minorplanetcenter.net//iau/lists/MPNames.html) (alphabetical).
 2. Create a label in the fleetdm/fleet and fleetdm/confidential repos which can be attached to current and future issues for the customer or prospect. As part of the label description in the fleetdm/confidential repo, add the customer or prospect name. This way, we maintain a confidential mapping of codename to customer or prospect.
 
+
 ### Prepare for routine customer meeting
 
 Before a routine customer call, the CSM prepares an agenda including the following items:
@@ -34,7 +43,21 @@ Before a routine customer call, the CSM prepares an agenda including the followi
 5. Provide updates to open feature requests (can be done monthly or quarterly)
 6. Provide updates to open bug reports
 
+
+### Generate an expansion opportunity in Salesforce
+
+[Customer Success Managers (CSMs)](https://fleetdm.com/handbook/customer-success#team) are responsible for developing customer expansion opportunities that are not being worked on in conjunction with an Account Executive (AE). An AE may be assigned by the [Chief Revenue Officer (CRO)](https://fleetdm.com/handbook/sales#team) for large-scale expansion opportunities such as bringing on a new Fleet use case or bringing on a new group of hosts to an existing Fleet use case. CSMs manage expansion opportunities for things like host count increases for customer growth and price increases on renewals. Discuss examples of these scenarios with your manager to learn more. Moving forward, CSM's are responsible for keeping the stage, next steps, and date of next steps fields updated as the opportunity progresses through the sales cycle. Take the steps below when creating an expansion opportunity in Salesforce:
+
+1. Navigate to the customer account record in [Salesforce](https://fleetdm.lightning.force.com/lightning/page/home).
+2. Scroll down to the "Upcoming renewal (± expansions)" table (in the "Customer" section) and click "New".
+3. Change the opportunity name to reflect the following naming structure: CustomerName_FleetProduct_Expansion_QuarterDue
+    - Example: ABCTestCompany_FleetPremiumMDM_HostExpansion_Q12025
+    - Example: ABCTestCompany_FleetPremium_PriceIncreaseExpansion_Q12025
+4. Fill out all the required fields making sure to pick "Expansion" in the  "Type" dropdown menu and then click "Save".
+
+
 ### Conduct a quarterly business review (QBR)
+
 Business reviews are conducted quarterly or bi-annually to ensure initial success criteria completion, ongoing adoption, alignment on goals, and delivery of value as a vendor. Use the meeting to assess customer priorities for the coming year, review performance metrics, address any challenges and showcase value in upcoming and unutilized features.
 1. Work with your champion to schedule the business review at a time thier stakeholders are available (typically 90 days after kickoff and again, 90 days before renewal).
 2. Collect usage metrics from the [usage data report](https://docs.google.com/spreadsheets/d/1Mh7Vf4kJL8b5TWlHxcX7mYwaakZMg_ZGNLY3kl1VI-c/edit?gid=0#gid=0) (internal Fleet document) and the following:
@@ -45,7 +68,9 @@ Business reviews are conducted quarterly or bi-annually to ensure initial succes
     - Provide one slide with information on the latest Fleet release and any upcoming big ticket features which can be found on the product board and current release board for #g-mdm and #g-endpoint-ops
 3. After the business review, save the presentation as a PDF and share it with your customer.
 
+
 ### Create customer support issue
+
 Locate the relevant issue or create it if it doesn't already exist (to avoid duplication, be creative when searching GitHub for issues - it can often take a couple of tries with different keywords to find an existing issue). When creating a new issue, make sure the following:
 - Make sure the issue has a "customer request" label or "customer-codename" label.
   - Occasionally, we will need to track public issues for customers that wish to remain anonymous on our public issue tracker. To do this, we choose an appropriate minor planet name from this [Wikipedia page](https://en.wikipedia.org/wiki/List_of_named_minor_planets_(alphabetical)) and create a label which we attach to the issue and any future issues for this customer.
@@ -74,7 +99,9 @@ Locate the relevant issue or create it if it doesn't already exist (to avoid dup
     - The output of fleetctl debug archive
 - Have we provided a link to that issue for the customer to remind everyone of the plan and for the sake of visibility, so other folks who weren't directly involved are up to speed  (e.g., "Hi everyone, here's a link to the issue we discussed on today's call: […link…](https://omfgdogs.com)")?
 
+
 ### Contact the developer on-call
+
 The acting developer on-call rotation is reflected in the [📈KPIs spreadsheet (confidential Google sheet)](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit#gid=0&range=F2 ). The developer on-call is responsible for responses to technical Slack comments, Slack threads, and GitHub issues raised by customers and the community, which the CSE team cannot address.
 - To reach the developer on-call for assistance, mention them in Fleet Slack using `@oncall` in the [#help-engineering](https://fleetdm.slack.com/archives/C019WG4GH0A) channel. 
   - Support issues should be handled in the relevant Slack channel rather than Direct Messages (DMs). This will ensure that questions and solutions can be easily referenced in the future. If it is necessary to use DMs to share sensitive information, a summary of the conversation should be posted in the Slack channel as well. 
@@ -83,13 +110,17 @@ The acting developer on-call rotation is reflected in the [📈KPIs spreadsheet
 
 - An automated weekly [on-call handoff](https://fleetdm.com/handbook/engineering#handoff) Slack thread in #g-engineering provides the opportunity to discuss highlights, improvements, and hand off ongoing issues.
 
+
 ### Onboard a customer success team member
+
 - **Customer Success Manager:** Follow the [training steps for this role](https://docs.google.com/document/d/1itrBeztwjK253Q548wbveVWdDaldBYCEOS6Cbz5Z4Uc/edit).
 - **Customer Solutions Architect (CSA):** Follow the [training steps for this role](https://docs.google.com/document/d/1G26Aqmn4tSKa7s0jMcSRqNTtz6h47Tvf8Ddi2-cP1ek/edit#heading=h.2i16pc77rnb7).
 - **Customer Support Engineer (CSE):** Follow the [training steps for this role](https://docs.google.com/document/d/1GB8i_VMaFxeb9ipLock9MVWGJ2RqIW8lZ5n3MLiXG4s/edit).
 - **Infrastructure Engineer:** Follow the [training steps for this role](https://docs.google.com/document/d/1G26Aqmn4tSKa7s0jMcSRqNTtz6h47Tvf8Ddi2-cP1ek/edit#heading=h.2i16pc77rnb7).
 
+
 ### Manage automation of customer slack
+
 1. A new message is posted in any Slack channel
 2. (Zapier filter) The automation will continue if the message is:
     - Not from a Fleet team member
@@ -100,7 +131,9 @@ The acting developer on-call rotation is reflected in the [📈KPIs spreadsheet
 
 > **Note:** New customer channels that the automation will run in must be configured manually. Submit requests for additions to the Zapier administrator. 
 
+
 ### Generate a trial license key
+
 1. Fleet's self-service license key creator is the best way to generate a proof of concept (POC) or renewal/expansion Fleet Premium license key. 
     - [Here is a tutorial on using the self-service method](https://www.loom.com/share/b519e6a42a7d479fa628e394ee1d1517) (internal video)
     - Pre-sales license key DRI is the Director of Solutions Consulting
@@ -108,12 +141,16 @@ The acting developer on-call rotation is reflected in the [📈KPIs spreadsheet
 
 2. Legacy method: [create an opportunity issue](https://github.com/fleetdm/confidential/issues/new/choose) for the customer and follow the instructions in the issue for generating a trial license key.
 
+
 ### Respond to messages and alerts 
+
 Customer Support and 24/7 on-call Engineers are responsible for the first response to Slack messages in the [#fleet channel](https://osquery.slack.com/archives/C01DXJL16D8) of osquery Slack, and other public Slacks. 
 - The 24/7 on-call is responsible for alarms related to fleetdm.com and Fleet Managed Cloud, as well as delivering 24/7 support for Fleet Premium customers. Use [on-call runbooks](https://github.com/fleetdm/confidential/tree/main/infrastructure/runbooks#readme) to guide your response. Runbooks provided detailed, step-by-step instructions to quickly and effectively respond to and resolve most 24/7 on-call alerts.
 - We respond within 1-hour during business hours and 4 hours outside business hours. Note that we do not need to have answers within 1 hour -- we need to at least acknowledge and collect any additional necessary information while researching/escalating to find answers internally.
 
+
 ### Maintain first responder SLA
+
 The first responder on-call for Managed Cloud will take ownership of the @infrastructure-oncall alias in Slack first thing Monday morning. The previous week's on-call will provide a summary in the #g-customer-success Slack channel with an update on alarms that came up the week before, open issues with or without direct end-user impact, and other issues to keep an eye out for.
 - **First responders:** Robert Fairburn, Kathy Satterlee