5 Customer Success Email Templates to Use in 2023

As a customer success manager, it’s your job to keep customers engaged the moment they come your way.  

So, regular onboarding emails should be a big part of your customer engagement strategy. Of course, that goes for new and existing customers since you want to keep them spreading the good word about your business.

With that in mind, we’ll look at five effective customer success email templates to help you create and send engaging emails to clients.

5 Effective Customer Success Email Templates

Here are five customer success email templates to ensure customers get the most out of your products or services.

1. Introduction and Customer Onboarding Email Template

When a new customer buys your products, you should strive to build a relationship with them and gain their trust. A customer success introduction email will help you build rapport and set the tone for a positive customer experience.  

Here’s an onboarding email template you can use to ensure your new customers feel welcomed and supported:

Hi {{first name}}, 

Thanks for signing up to use {{product name}}! 

My name is {{your name}}, and I'll be helping you get started using the tool.

I wanted to check in to see if you've tried logging in and familiarizing yourself with {{product name}} and if you have any questions. 

Our new customers typically use these resources to get started: 

{{Setup guide}}

{{Company blog}}

{{How-to videos}}

Most users find success by logging into their accounts and testing things out. We can set up an onboarding call next week, and I can walk you through the process.

If you need any support, don't hesitate to reach out through {{phone number}} or {{email address}}.

I look forward to hearing from you soon! 

Cheers, {{your name}}

2. Customer Engagement Email Template

One effective way to keep customers engaged and reduce customer churn is by checking in with them to address any issues they may have. It’s especially important for customers who’ve been inactive since doing a follow-up can help you re-engage them and prevent potential churn.

Here’s a template you can use to check in with unresponsive customers:

Hi, {{first name}}

Is this the end?

We’re getting the hint: you're not interested in {{product name}}. That’s okay. We get it.

Since you haven’t been reading our emails lately, we’ll go ahead and remove you from our subscriber list.

Or… Perhaps you still want to hear from us? Just click the button below. 

We really hope you’ll stay with us!

{{CTA button}}

Cheers, {{your name}}

3. Product Update Customer Success Email Template

Feature update emails keep your customers informed and engaged.. These also show you’re committed to improving the customer experience and addressing client needs. 

Here’s a product update email template for customer success you can send to clients:

Hi, {{first name}}

We’ve made some significant improvements and added some cool new features to {{product name}}. 

Here are our top three most recent updates that we're particularly excited about:

[Update #1: It's now even easier to …]

[Update #2: From now on, you can …]

[Update #3: You’ll finally be able to …]

You can get more info about the updated features in our most recent blog post: {{blog post link}}. 

As always, don't hesitate to reach out if you have any feedback or questions!

Thanks,

{{Your name}}

4. Customer Success Survey Email Template

Customer feedback can help you improve your product’s quality, boost customer satisfaction, and create a loyal customer base. 

Here’s a user survey customer success email template you can use to ask for feedback from your customers:

Hi, {{first name}}

We’d love to hear your thoughts on {{survey topic}}. It will really help us improve {{product name}} so that we can offer a better customer experience to all our users.

As a thank you for participating in our short survey, which will only take about {{Y minutes}}, we're offering all respondents a {{X% discount}} on their next purchase in our store!

To take part in this survey, please click the link below:

{{Survey link}}

Thanks for your time.

Best,

{{Your name}}

5. Escalation Email Template

When customers have a support issue, taking immediate action is critical to prevent the situation from escalating further. 

Your response should acknowledge the customer’s problem, offer a clear solution, and assure them you’ll take steps to prevent similar issues.

With that in mind, here’s an effective email template you can use: 

Hi, {{first name}}

I'm sorry for your negative experience with our {{product name}}. 

Here at {{company name}}, customer satisfaction is paramount to us, and we sympathize with you for falling short of the expectation in {{brief description of client's issue}}.

I understand how frustrating it is to deal with this problem and how it affects your business. I’ve investigated the matter and discovered {{explanation of the cause of the customer's problem}}. I can assure you that this issue won't happen again. 

I’ve already notified {{the appropriate department}}, and our team is working to make sure that you and other clients won't experience this issue in the future. 

We appreciate your patience in this matter. 

As a thank you, here's an exclusive {{discount code}} to apply to your next purchase.

Once again, I sincerely apologize for the trouble this issue has caused you. I’ll check in with you in a few days to update you on our progress.

Please don't hesitate to contact us if you have any further questions. We're happy to help you in any way we can!

Best,

{{Your name}}

How to Write a Customer Success Email

Now, let’s look at two ways customer success teams write an effective customer success email.

1. Customize a Premade Template to Suit Your Needs

Writing a customer success email from scratch can be time-consuming and hectic. But using templates can reduce the hassle since you only need to edit the template to suit your customers’ needs.

To access pre-built email templates and drag-and-drop design tools, you must sign up for an email marketing automation platform like Sender, Mailchimp, or GetResponse. 

That said, we’ll use Sender as an example to give you a step-by-step guide on how to customize a premade template to suit your needs. Your software might have similar steps.

Step 1: Choose a template that aligns with your goal. In this case, we’ll pick a re-engagement email template:

Step 2: Copy-paste the text to the template and edit as you see fit. Make sure to add a catchy email template subject line:

Step 3: Before hitting the Send button, preview the desktop and mobile versions to make sure the email is mobile-optimized:

Also, remember to follow best practices to tailor the email to your recipient’s needs and strengthen your customer retention strategy.

The best practices include the following:

• Use the customer’s name on the greeting. Using the recipient’s name will make your email feel more personal, genuine, and tailored to the individual.

• Keep a record of the customer’s conversations. Is the customer reaching out because they’ve had the same issue in the past? Have they recently bought your product? Such information will help you use the appropriate tone for your email — whether helpful or empathetic.

• Try to understand the customer’s issue. Be empathetic and understanding even when the customer is angry. Empathy can help calm a dissatisfied customer and decrease their likelihood of leaving your business for a competitor. 

2. Write Your Own Customer Success Email From Scratch

Suppose you’d prefer to write your customer success emails from scratch. In that case, you need to follow some best practices to ensure your recipients open your emails and take your desired action. 

Let’s look at a step-by-step guide on how to do so:

Step 1 

Start with an interesting subject line. This could mean a variety of things, so you need to get an angle that you think your customers might care about.

For example, do you offer a product the recipient has been looking for? Can you help the user reach their goals faster? Do you have a promotion that could free up their budget for other activities? 

All these options offer value to the customer and are attractive angles to add to your subject line. 

Step 2

For the salutation, use a “Hi [Name]” or “Hello [Name]” since you’ll be sending the email to someone you know. Avoid gendered or non-inclusive terms such as Dear Mr., Dear Mrs., Dear Sir, or Dear Madam.

Step 3
Write the email introduction and make it concise and to the point. Also, use a respectful and friendly tone to establish a positive relationship with your recipient. If you’re reaching out to someone who doesn’t know you, make sure to establish who you are, how you found them, and why they should trust you.

Step 4 

Keep the email body brief by sticking to the key points of why you’re sending the message. 

Step 5 

Once you’re done writing the email, sign off with a short closing, such as Best regards or Best wishes. And before hitting the send button, proofread the email to eliminate spelling or grammar errors.

Step 6 

A/B test elements like the subject line, email copy, and call-to-action (CTA) to identify what your target audience wants so you can apply those results to future email campaigns.

Here’s an example of a professional customer success email written from scratch:

Subject line: Product Update for Michael.

Hi, Michael

You spoke, and we've listened! 

We've improved {{Software}} Instagram experience, so you can better manage engagement on your Instagram pages and connect with more customers.

Introducing our new Instagram features: 

Upload new or existing images right within the dashboard.

Keep your page organized by quickly sorting through comments on incoming or promoted posts.

Locate and respond to recent engagements on your posts, even if you published them months ago.

Save time by viewing all your unpublished page posts in one place and quickly responding to comments.

Want to see these new features in action? Get an in-depth walkthrough of our {{software}} updates on July 5th at 11 am MST.

[Reserve your spot today]

Cheers, 

John Doe

Final Words

A satisfied customer leads to a happy customer success team. And the best way to maintain solid customer relationships is to track your email interactions and anticipate your client’s needs and preferences.

With effective email marketing strategies, you can transform interested users from prospects to loyal customers. However, getting a customer to this point can take a lot of effort. But with email templates, it becomes a simple task for any customer success team to achieve that.