Sales to Customer Success Handoff Email Template

A simple sales to customer success handoff email template for B2B SaaS sales teams and customer success teams.

Why use this template?

This template is designed for a VP of Sales or Customer Success to be able to standardize an effective handoff. You can use it every time you sign a new customer. At least one that's big enough. Likely > $3,000 in ACV. Unless you're really just starting out, and have a small number of deals coming in. Then every customer should be handled with this level of care.

Churn is a killer of SaaS businesses. And a customer often churns because from the time they were on-boarded to cancelling, they were never achieved a minimum viable baseline of success.

Quick clarification: if you say "sales to service handoff email template," we are talking about the same thing.

What's inside the template

This warm handoff email template between sales and customer success includes a three step process.

The first includes an introduction from sales to customer success. The second is a follow-up from customer success to the customer scheduling a time for the initial kick-off call. The third step is emailing to confirm the kick-off call with an attachment that summarizes a checklist of key data points and goals.

I've found the essential ingredients to getting this process right with the right template is as follows:

• Brief introduction from point sales person to customer success point of contact
• Customer success point of contact replies all, thanking for the introduction and proposes time to meet
• Follow-up email includes a summary of your understanding of their goals thus far
• Then outlines a roadmap to a successful future together

That's really it. So simple. Not doing at least something like this or better, you risk catastrophic churn that will prohibit you from ever scaling.

When you get it right, it sets the foundation for a lasting business relationship.

How to use this template

I hope this helps you standardize a way to clearly communicate your understanding of your new customer's goals and identify areas that you need more clarity on.

Add this template to your cart. When you checkout, you will receive a link to the Google Doc of the Sales to Customer Success Handofff Email Template.

You may also benefit from these templates:

• Sales Battlecard Template
• Sales to Customer Success Email Handoff Template
• Sales Order Form Template
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