Case Study: How Jolt doubled average expansion deal size with Planhat
Key results
The challenge
Jolt's customer success team operated largely reactively, spending most of each day responding to issues rather than driving proactive engagement. This limited the team's capacity to identify expansion opportunities and manage a growing book of business efficiently.
The solution
Jolt adopted Planhat as its customer platform to centralize customer data, automate workflows and give CSMs structured playbooks. This shifted the team toward proactive engagement and deeper, product-led conversations with customers.
“Because we're having those types of engagements, our customers have a higher propensity to renew. And we're having bigger and deeper discussions with them around adding additional products.”
ACAdam CooneyVice President of Customer Success, Jolt
The results, in context
Jolt reports a 100% increase in average expansion deal size, with its average expansion deal size doubling, and reduced its CSM headcount from 15 to 7 while managing the same book. Planhat's published Jolt story frames the shift as moving the team from majority-reactive support toward proactive engagement. Figures are quoted from that story.