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Six Customer Success Email Templates to Save Your CS Team Time

six-customer-success-email-templates-to-save-your-cs-team-time

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Keeping in touch with your clients is the best way to minimize churn, but it can take considerable time if you do it manually. Fortunately, email automation can reduce your workload significantly. To help, we’ve created six email templates you can use for a variety of customer events, including:

  • Customer success manager introductions
  • Customer check-ins
  • Escalations
  • Invitations to events
  • Feedback
  • Renewals

Use these email templates to help you save time implementing your CS strategy. Feel free to adjust these examples to meet your specific needs.

Sales to Customer Success Handoff Email Template

After a new customer makes a purchase, welcoming them and introducing them to their customer success manager helps build rapport and gain trust. Here’s a customer success manager introduction email you can use when onboarding a new client to your company.

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Email:

Hi [Customer name],


Welcome to [Company Name]! I’m [CS Manager Name], and I am your dedicated Success Manager. As [Sales Rep Name] mentioned, I’ll be your main point of contact, and it’s my job to make sure you have everything you need to achieve your goals with our products.

To get you and your team started, I’d like to schedule an onboarding call at your earliest convenience. You can schedule a meeting by using our online tool to select a time slot that works for you:

[Link]

I look forward to meeting with you and working with you to achieve your goals. In the meantime, feel free to browse our support section to help you get started. [Link to helpful articles, FAQs, or videos]

Sincerely,


[CS Manager Name]

Engagement “Checking in” Email Template

Two of the biggest tasks for customer success managers is keeping customers engaged and generating feedback to ensure they are satisfied. Checking in periodically allows you to engage customers and see if they have any questions, concerns or comments. This is especially important with customers who have been inactive recently. Try out this email template to check in with inactive customers and encourage customer engagement.

Email:

Hi, [Customer Name]

I noticed that you haven’t logged in for a while, and I wanted to reach out to make sure our product is meeting your needs. At [Company] we work hard every day to make our [Product] better for you. Log in to your customer portal today to see what’s new!

[Log In To Customer Portal]

You can also find answers to commonly asked questions in our knowledge base:

[Link]

If you have any specific questions, I’ll be happy to assist you. Please feel free to reply to this email or call me at [Number] with any questions. I’m always here to help!

Sincerely,

[CS Manager Name]

Escalation Email Template

When a customer experiences a support issue, it’s essential to take any steps possible to stop the situation from escalating further. An effective response should address the client’s problem, tell them how it can be fixed, and assure them that steps will be taken to prevent it in the future. Here’s an example of a template you can use to respond to an unhappy customer’s email.

Email:

Hi [Customer Name],

I’m sorry that you’re experiencing frustration with [summarize problem]. I’ve discussed your concern with our support team, and we’re taking the following steps to resolve this problem as quickly as possible:

[Summarize solution]

I’ll get back to you as soon as I hear an update, and again, we apologize for the inconvenience.

Thank you for your patience,

[CS Manager Name]

Invitation to Event Email Template

An excellent opportunity to engage clients is inviting them to an event, such as a webinar or seminar. An invitation should stress the event’s benefits for the clients by describing how it will address their pain points or help them achieve their goals. Here’s a sample template.

Email:

Hi, [Customer Name],

I wanted to let you know about a free webinar coming up that will show you how to get the most out of [product]. The webinar is designed for new users like yourself to answer the most frequently asked questions our customers encounter. There will also be a question and answer session where you’ll have the opportunity to ask our team about any specific questions or concerns you have.

The webinar is available at [date, time]. You can register by signing up here:

[Link]

Capacity is limited, so sign up now! I look forward to seeing you there!

Sincerely,

[CS Manager Name]

Feedback Request Email Template

Customer feedback can help you improve your product and enhance customer satisfaction. Here’s a template you can use to simply and easily request feedback from clients.

Email:

Hi, [Customer Name],

At [company], we are constantly working to improve our products and services and the best way we can do this is by collecting feedback from customers like you. So, I’d love to hear about how you are enjoying and using our product so far and if you are experiencing any issues or concerns. If you don’t mind, would you please take five minutes to visit the link below and fill out our short survey?

[Link]

As a thank you for completing the survey, you’ll receive an automatic 5% discount the next time you renew your subscription. Thanks for helping us make our product better!

Sincerely,

[CS Manager Name]

Renewal Email Template

Renewal reminder emails are vital for SaaS subscription services. Sending a reminder that a customer’s subscription is expiring can increase their likelihood of renewal, increasing your retention rate and revenue. Here’s a template you can use to improve product renewal rates. You can set up your email autoresponder to limit the number of renewal reminders when customers have multiple accounts, or other data parameters are met.

Email:

Hi, [Customer Name],

It’s almost time to renew your subscription! If you’ve set up automatic subscription renewals, you don’t need to do anything.  Your subscription will be billed automatically for [amount] on [date]. If you’re not set up for automatic renewal, however, you can renew your subscription manually by logging into your account here and entering your payment information:

[Link]

Be sure to renew before [date] to avoid any service interruption. Thanks for being a valued customer!

Sincerely,

[CS Manager Name]

Use Customer Success Email Templates to Keep Clients Engaged

Customer success email templates provide an efficient way to automate customer engagement. The templates provided here can be used to engage customers throughout their journey – from onboarding to adoption to renewal. They can also be combined with your customer success platform to be automatically sent based on customer data triggers so clients receive emails based on where they are in their journey.

Totango’s customer success platform helps you optimize your email templates by combining email automation with KPI monitoring, which triggers messages based on what’s going on with your customer. This unites your data, teams, and communications to spark timely customer engagements and accelerate revenue growth. Get started here and begin using our carefully curated templates to grow your business.

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