Derisk champion turnover (the #1 churn reason!) and create new ones with these email templates. Copy, paste, and tweak to match your unique tone.
Reaching out to a new executive sponsor
Subject: Welcome! Congrats on joining {{CUSTOMER COMPANY}} 🎉
Hi {{FIRST NAME}},
First of all, congratulations for joining the incredible team at {{CUSTOMER COMPANY}} not
too long ago! Wanted to send you a welcome gift. You can redeem it here: {{GIFT URL}}
We haven’t had a chance to get connected yet, but I’m your {{YOUR COMPANY}} Customer
Success Manager, and I’ve had the pleasure of partnering with {{MAIN CONTACTS}} to build
out your team’s {{YOUR PRODUCT NAME}} program. In fact, I’ve created a short 5 minute
video overview of your instance, that also highlights a few areas where we can improve
your team’s use of {{YOUR PRODUCT NAME}}.
The team has been working towards the north star of helping your team achieve {{KEY
BUSINESS OBJECTIVES}}. Is this still your focus as the new leader? I’d love to schedule a
quick 30 minute alignment session with you to learn more about your perspective on how
to achieve these goals. I’ve gone ahead and put some time on your calendar next week,
but feel free to adjust based on your schedule and I’ll look to make it work!
Welcome again,
{{YOUR NAME}}
Pro Tip #1: A new role is a great chance to send a gift to your customer. It can start the relationship on a warmer note, especially if you’ve done research on their interests.
Pro Tip #2: Sending a calendar invite can make the back and forth of scheduling easier. Chances are, they might have that window open and accept. If not, they’ll decline and share some other times or you can follow up to see when would be a good time to connect.
Pro Tip #3: Sometimes in the hecticness of starting a new role, you may need more than one email touch. Check out UserGems’ 4-step playbook you can use to increase your chances of connecting with a new executive.
Reaching out to main contacts when a key contact leaves
Subject: Recent changes at {{CUSTOMER COMPANY}}
Hi {{FIRST NAME}},
I know change is never easy, but it's one thing we know will never go away. I noticed that there was some turnover recently at {{CUSTOMER COMPANY}}, and I wanted to make sure that the person who takes over managing {{YOUR PRODUCT NAME}} is using it to {{YOUR COMPANY MISSION OR THEIR BUSINESS GOAL}}.
I'd love to understand more about the change taking place, and learn how I can best support the team during this transition. I have some time available next week. Can we book 15 minutes to get aligned?
Here is my calendar: {{CALENDER URL}}
Thanks,
{{YOUR NAME}}
Pro Tip: Always present your meetings as investments and value adds. When your customers are going through changes, this is a great chance to position yourself as the strategic partner on their journey.
Reaching out to a new program owner
Hi {{FIRST NAME}},
First of all, congratulations for joining the incredible team at {{CUSTOMER COMPANY}} not
too long ago!
We haven’t had a chance to get connected yet, but I’m your {{YOUR COMPANY}} Customer
Success Manager and a resource for you to ensure you’re getting all of the information and
training you need to be successful with managing {{YOUR PRODUCT NAME}}.
I’ve partnered closely with others on your team to develop the {{YOUR PRODUCT NAME}}
program. In fact, I’ve created a short 5 minute video overview of your instance, that also
highlights a few areas where we can improve your team’s use of {{YOUR PRODUCT NAME}}
If you’re jazzed and ready to rock with the above suggestions, I’d love to schedule time with
you to get started. Here is my calendar: {{CALENDER URL}}
Looking forward to partnering with you,
{{YOUR NAME}}
