We hear the onboarding and customer success team challenges facing our customers every day, so we've put together a complete starter kit of templates for building an effective onboarding program and customer journey.
If you're part of a customer success team responsible for onboarding new customers, you know how important it is to keep your customer's goals and expectations in mind throughout the customer journey. These templates and resources are designed to help you do just that.
The customer success plan template will help you align with your customer's team and agree on goals, the onboarding email templates will keep your customers engaged and guide them through the customer lifecycle, and the hiring and interview templates will help you build a skilled customer success team by identifying key players and evaluating their fit for the role.
Whether you're onboarding your customers or conducting quarterly business reviews, these tools will help you drive customer retention and loyalty while achieving your business goals.
We hope you find these resources helpful in building strong customer relationships and improving the customer experience.
There’s all sorts of terms you’ll come across (implementation, enablement, onboarding, success planning) for getting customers up and running successfully in a high-touch manner, all with the same goal of getting a customer to value within your product. In this ready to use customer success plan template (available as Excel and Google Sheets), we've included:
The Success Plan Template which gets you on the same page as the customer, helps your team align on customer goals, and gets mutual buy-in from the customer's team.
The Implementation Template which provides the nuts and bolts steps that need to happen for a customer to be up and running.
These onboarding email templates have your customer success team covered throughout your customer journey: From welcome, to introducing your success plan, to getting customers back on track when they get stuck.
Use these fill-in-the-blanks templates to master customer engagement AND drive better outcomes from your inbox.
Copy-paste-send. Onboarding emails tried and tested with thousands of customers to increase engagement.
Fill in the blanks. These ready-to-send templates will help you avoid common pitfalls and frame your messages to drive action.
Customize and iterate. Use these templates as a solid foundation for your own messaging and personal touches.
This is the guide you’ll need to build your customer success and onboarding team (aka what happens after you’ve been running the program too successfully yourself and are underwater).
Understanding Your CS Needs & Who To Hire
Understand what type of customer success role you’ll need for your team along with several interview exercises and take-home assignments you can use to gauge your candidate’s overall fit for a customer success role.
Interview Questions for Hiring CSM's & Success Leaders
Everything you need to evaluate your candidate’s ability to do the job, from interview questions to role-play exercises and take-home assignments. We’ve but together a list of the key skills that you’ll want to assess along with exercises to get a clear understanding of those skills in practice.
Your New Customer Success Manager’s First 90 Days
This 30-60-90 day onboarding plan will ensure your newly hired CSM is set up for success and empowered to start driving your customers towards unlocking the value of your product or service.