Email template for champion transitions

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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 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 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 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}}

Pro Tip: Including videos in your emails is a great way to showcase your personality and show your new
Executive how your product works and what it’s accomplishing for their team.

Survey intro: Here at [COMPANY NAME], we aim to help you stay ahead of all future pricing conversations by aligning with your budgeting cycle, and understanding your procurement process. Please complete the below form to help us be

Question 1:
When does your team typically start budgeting for the next year?

Question 2:
Do you use a third party for procurement?

Question 3:
If you answered yes to the above, which procurement company are you using? (if N/A, please leave blank!)

Question 4:
Who is the correct point of contact to work with on any commercial conversations for your team?

Question 5:
Please provide your name and email 📧

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