Five Customizable Email Templates to Make Customer Success Managers More Efficient

Hi {formtext: name=customer name},

It was great speaking to you {formmenu: default=earlier today; yesterday; last week}. From our conversation, it sounds like things {formmenu: are coming along well; have been smooth sailing; need some attention to course correct; could be better, but we've got a plan; name=status}. {if: status="need some attention to course correct" or status="could be better, but we've got a plan"}Thank you for sharing with me the concerns that your team has - knowing that there are concerns gives us the opportunity to address them.{endif}

Here's a recap of the specifics that we discussed:

{formparagraph: name=notes; cols=50; rows=6; default=- add your notes here} {formtoggle: name=Include feature requests} Your team mentioned a few things that would be nice as features, which I've captured formally for our product team to consider. That includes:

{formparagraph: name=FeatureRequests; cols=50; rows=6; default=- list feature requests here} {endformtoggle} I'm looking forward to connecting for our next meeting on {note}{formdate: YYYY-MM-DD; name=nextmeeting; default={time: YYYY-MM-DD; shift=+2W}}{endnote}{time: dddd, MMMM Do; at={=nextmeeting}} - let me know if you need anything else in the meantime.

Hi {formtext: name=customer name},

It's hard to believe that your current subscription with {formtext: name=company name} is already approaching the end of its term. There's still a bit of time before your {formmenu: Pro; Advanced; Enterprise; name=plantype} subscription is due to renew - the actual renewal date isn't until {formdate: MMMM Do, YYYY; default={time: YYYY-MM-DD; shift=+3M}} but I wanted to start the conversation with you about it now.

So you have it for easy reference, here's the specifics of your current subscription:

Number of {=plantype} licenses: {formtext: name=licenses}

Annual cost per {=plantype} license: ${formtext: name=perlicense}

Current payment method: {formmenu: credit card on file; invoice; name=method}

Payment schedule: {formmenu: monthly; quarterly; bi-annually; annually; name=paymentschedule}

{formtoggle: name=include language about price increase}Keep in mind that your current subscription included a 10% promotional discount that will not be applied to this renewal.

{endformtoggle} It would be best to discuss your renewal on a call together rather than try to work out specifics over email. Here's a few times that could work from our team:

{formtext: name=suggestedtime1} {formtext: name=suggestedtime2} {formtext: name=suggestedtime3}

If none of these times work for you, here's my Calendly link to find something that works: https://www.calendly.com/replace-me-with-your-link

Best,

{note}Select the reason for handoff to AE: {formmenu: upsell; new service cross-sell; new team cross-sell; pricing negotiation; name=reason}

{endnote}Hi {formtext: name=customer name},

{if: reason="upsell"}I'm glad to hear that things are going well with {formtext: default=our service; name=product} and that you're interested in adding some licenses to your subscription.

{elseif: reason="new service cross-sell"}Great to hear about your interest in adding {formmenu: Pro licenses; Business licenses; Enterprise licenses; Professional Services; Add-on Services; name=newservice} to your existing subscription with us. {=newservice} will complement the service that you already have with us very well.

{elseif: reason="new team cross-sell"}I'm thrilled to hear that things have been going so well with us that other teams are interested in adopting our products as well. Would you be able to facilitate an introduction between us and the decision maker for that team? We'd be happy to provide them with a customized demo or anything else they might need in making their decision.

{elseif: reason="pricing negotiation"}Thanks for letting us know your thoughts about your current pricing. The price that your team is receiving is based on your current subscription level and the number of licenses that you've purchased with us. Negotiating specific pricing isn't something that I typically do, so I'm reconnecting you with your Account Executive, {formtext: name=AE name}.

{endif}I've copied {if: reason<>"pricing negotiation"}your Account Executive, {formtext: name=AE name}, {else}{=`AE name`} {endif}on this email. While I'm your main point of contact for most things, {=`AE name`} is your best point of contact for commercial conversations like this one. They'll reply to this email with more details and with some suggested times that we can all meet to discuss this.

Looking forward to it!

Hi {formtext: name=customer name},

I'm reaching out on behalf of the Product team here at {formtext: name=company name}.{formtoggle: name=Product Manager copied on email}I've also copied {formtext: name=product manager name}, one of our Product Managers, on this email to keep them in the loop.{endformtoggle} As you know, we're always innovating and creating new features and functionality for our products that increase the value customers like yourself get from them.

We're {formmenu: starting research; doing research; running user interviews; name=action} about a new feature that I believe you and your team would benefit greatly from.{formtoggle: name=Include specifics about new feature}This new feature is {formtext: name=specifics}.{endformtoggle} {if: `include specifics about new feature`}Given the way that you use our products today, you can see why I thought you'd be a great fit to provide feedback to our team directly about this.{else}We'll give you more detail about this new functionality, but I know you'll be excited about it.{endif}

Would you or someone from your team be up for meeting sometime in the next week or two to discuss this with{if: `Product Manager copied on email`} {=`product manager name`}{else} our product team{endif}? This would take about 30 minutes total and you don't need to prep anything - just come ready to share your opinions.

Thanks in advance,