Introducing your CSM: {{first_name}}, meet [[CSM name]]

Hi {{first_name}},

I'd like to schedule our onboarding kickoff. Here's what I have in mind:

Date: [[date]] Time: [[time]] [[timezone]] Duration: 30 minutes Format: [[video call / in-person]]. [[Link or address]]

Agenda:

Confirm your primary goal and timeline

Walk through the setup steps

Identify any blockers or dependencies on your side

Set the cadence for our check-ins going forward

Would this time work for you? If you'd like anyone else from your team on the call, please forward this invite.

[[CSM name]], Customer Success at [[your company]]

Hi {{first_name}},

Now that the deal is signed, here's what the first week looks like:

[[First step: e.g., "I'll send your account setup details by end of day"]]

[[Second step: e.g., "We'll schedule a 30-minute kickoff to map your workflow"]]

[[Third step: e.g., "Your team will have full access by [date]"]]

For our team without a dedicated CS manager, I'll remain your primary contact throughout. The shift is that we're moving from evaluation to implementation, and I want to make sure the transition is smooth.

Any questions before we start?

[[Your name]], [[your company]]

Hi [[CSM name]],

Here's the context for [[customer name]] before your intro email:

Primary goal: [[what they're trying to achieve]] Why they bought: [[the trigger or pain point that drove the purchase]] Concerns raised: [[any objections or worries from the sales process]] Commitments made: [[anything promised on timeline, features, or support]] Key contacts: [[names and roles of the people involved]] Decision-maker: [[name and their primary concern]]

They're expecting your intro email this week. Let me know if you need anything else.

[[Sales rep name]]