Customer success templates
Onboarding, check-ins, renewals and churn prevention for account managers and success teams. 52 free templates, 5 of them longer notes. Open one to fill in the blanks and copy it.
Onboarding
Help new customers get value fast.
- Welcome and kick-off Snippet First email to a new account. Hi [Name], Welcome aboard! I am [Your name], your customer success manager. My job is to make sure [Company]…
- Onboarding plan Snippet Shares a timeline. Hi [Name], Here is our onboarding plan: Week 1: [Week 1] Week 2: [Week 2] Week 3: [Week 3] By [in 30 days],…
- Setup checklist Snippet Steps to get started. Hi [Name], To get set up: - [ ] Invite your team - [ ] Connect [Integration] - [ ] Import [Data] - [ ] Book…
- Training session invite Snippet Invites users to training. Hi [Name], We are running a 45 minute training on [Topic] on [today]. It is ideal for [Audience]. Register…
- First win Snippet Celebrates early progress. Hi [Name], I noticed your team [Milestone]. That is a great start! Next, I would suggest [Next step].
- Stalled onboarding Snippet When setup stops. Hi [Name], I noticed setup paused at [Step]. Is something getting in the way? I am happy to jump on a call…
- Onboarding complete Snippet Marks the end of onboarding. Hi [Name], Congratulations, your onboarding is complete! Here is a summary of what we set up and what I…
- Admin handbook Snippet Shares resources for admins. Hi [Name], As the admin, these will help: - Admin guide: [Link] - Permissions: [Link 2] - Status page:…
Check-ins and reviews
Regular contact that adds value.
- Monthly check-in Snippet Routine touchpoint. Hi [Name], Checking in for this month. Your team [Usage highlight]. Anything you would like help with before…
- Quarterly business review invite Snippet Books a QBR. Hi [Name], It is time for our quarterly review. We will look at results, goals for next quarter and the…
- QBR summary Snippet After a business review. Hi [Name], Thanks for a great review. Highlights: - Goals for next quarter: - I will check in on progress on…
- Usage dip Snippet Notices lower usage. Hi [Name], I noticed usage dropped over the last [Period]. Totally fine if things are quieter; if something…
- Product tip Snippet Shares a helpful feature. Hi [Name], Quick tip: [Feature] can save your team time on [Task]. Here is a short guide: [Link]
- New feature relevant to them Snippet Tailored announcement. Hi [Name], You mentioned [Need] a while back. We just released [Feature], which does exactly that. Want a…
- Health score follow-up Snippet Internal risk prompt turned outreach. Hi [Name], How is everything going with [Product]? I want to make sure we are still helping you hit [Goal].
- Champion change Snippet Main contact leaving. Hi [Name], I heard you are moving on. Congratulations! Could you introduce me to whoever will look after…
- Executive check-in Snippet Senior stakeholder touchpoint. Hi [Name], A short note from [Your name] at [Company]. Your team has [Result] this year. I would value 20…
Renewals and expansion
Grow accounts without pressure.
- Renewal reminder Snippet Upcoming renewal. Hi [Name], Your [Plan] renews on [Renewal date]. Nothing is needed if you would like to continue. If you…
- Renewal with results Snippet Shows value before renewal. Hi [Name], Ahead of your renewal on [Renewal date], here is what your team achieved this year: - Shall we…
- Seat increase Snippet More licences. Hi [Name], Your team is using [Used] of [Total] seats. Would you like to add more before the next person…
- Upgrade suggestion Snippet Suggests a higher plan. Hi [Name], Based on how your team works, [Plan] could help with [Benefit]. Happy to walk through the…
- Multi-year offer Snippet Longer term deal. Hi [Name], If you renew for [Years] years, we can lock in today's price and add [Extra]. Would that be…
- Renewal thank-you Snippet After renewal. Hi [Name], Thank you for renewing with us for another year! Here is what is coming that I think you will like:
- Procurement paperwork Snippet Supports purchasing. Hi [Name], For procurement, attached are our security questionnaire, W-9 and quote. Let me know if your team…
Churn prevention
Save accounts at risk.
- Cancellation save Snippet When someone wants to cancel. Hi [Name], Sorry to hear you are thinking of cancelling. Could you share what is not working? If it is…
- Pause instead Snippet Offers a pause. Hi [Name], If timing is the issue, you can pause your account for up to 3 months instead of cancelling. Your…
- Win-back Snippet After a customer leaves. Hi [Name], It has been a while since you left [Product]. Since then, we have [Improvements]. Would you like…
- Exit interview request Snippet Learns why they left. Hi [Name], We are sorry to see you go. Would you share, in a sentence or two, what we could have done…
- At-risk outreach Snippet Before they decide to leave. Hi [Name], I want to be upfront: I noticed [Signal], and I want to make sure [Product] is still worth it for…
- Downgrade offer Snippet Keeps them on a smaller plan. Hi [Name], If budget is the concern, [Smaller plan] keeps [Key features] for [Price]. Would that work better?
- Rescue plan Snippet Concrete plan to fix issues. Hi [Name], Here is my plan to fix the issues you raised: 1. 2. 3. I will update you every week until it is…
Advocacy
Turn happy customers into advocates.
- Case study request Snippet Asks to feature them. Hi [Name], Your results with [Product] are impressive. Would you be open to a short case study? It takes…
- Testimonial request Snippet Asks for a quote. Hi [Name], Would you share a sentence or two about your experience with [Product]? We would love to feature…
- Reference call request Snippet Asks to speak to a prospect. Hi [Name], A company similar to yours is considering [Product]. Would you be open to a [time now] call to…
- Community invite Snippet Invites to user community. Hi [Name], We have a community of [Audience] sharing tips on [Topic]. I think you would enjoy it: [Link]
- Advisory board invite Snippet Invites to shape the product. Hi [Name], We are forming a customer advisory board to shape our roadmap. It is [Commitment]. Would you like…
- Thank an advocate Snippet Thanks for a referral or review. Hi [Name], Thank you for [What]. It genuinely helps us grow.
Account notes
Notes to keep on each customer.
- Account plan Note One page per key account. Account: [Account] Owner: [Owner] Renewal: [Renewal date] Goals - Stakeholders - Risks - Expansion ideas -
- Customer call log Note Running log of calls. [today] With: [Who] - Follow-ups - [ ]
- QBR prep Note Prepare a business review. Account: [Account] Results since last review - Usage trends Asks for them Roadmap to share
- Risk review Note Account at risk. Account: [Account] Risk level: Low Signals - Root cause Save plan - [ ]
- Stakeholder map Note Who is who. | Name | Role | Influence | Sentiment | | | | | | | | | | |
Adoption and training
Help customers use more.
- Feature adoption nudge Snippet Unused feature. Hi [Name], Your team has not tried [Feature] yet. Teams like yours use it to [Benefit]. Want a 15-minute…
- Office hours invite CS Snippet Open help sessions. Hi [Name], We run open office hours every [Day] at [time now]. Bring any question: [Link]
- Admin training invite Snippet Train admins. Hi [Name], New admin? Our admin training on [today] covers permissions, billing and reporting. Save a seat:…
- Best practices guide Snippet Share guidance. Hi [Name], Here is our best-practice guide for [Use case], based on what top customers do: [Link]
- Milestone congratulations Snippet Customer hit a milestone. Hi [Name], Your team just [Milestone]! That puts you in the top [Percent]% of customers. Great work.
- Health check summary Snippet Account health. Hi [Name], Quick health check on your account: Usage: [Usage] Active users: [Users] Opportunities:…
- Webinar recording share CS Snippet Missed a webinar. Hi [Name], Here is the recording of [Webinar]: [Link]. The part on [Topic] is at [Timestamp].
- Survey follow-up detractor Snippet Low NPS reply. Hi [Name], Thank you for your honest score. I would love to understand what would make [Product] better for…
- Survey follow-up promoter Snippet High NPS reply. Hi [Name], Thank you for the great score! Would you share a quick review on [Site]? [Link]
- Contract amendment Snippet Change the contract. Hi [Name], Attached is the amendment adding [Change] from [today]. Please sign when ready.