ClientSuccess’ Email Automation feature allows you to standardize and automate email communication to targeted contact roles based on select automation triggers. The same feature can even be used to create customized alert emails for your team.

Email Automation Benefits

• Automate some of your client-facing communication along the customer journey (based on days after client-as-of date)
• Standardize client-facing communication with structured email templates
• Communicate consistently and timely at scale
• Create customized alert emails for your team

Available Automation Triggers

Email Automation currently includes 5** triggers, as follows:

Account Details

• Days after client-as-of date
• Days since last touch

Subscriptions

• Days to renewal

SuccessScore

• SuccessScore goes below
• SuccessScore goes above

**Note: We’ll continue to introduce more triggers as the new feature is enhanced. Please feel free to channel feedback through your Assigned CSM.

 

Use Cases (Commonly Configured Email Automation Rules)

Client-facing Email Examples**

**Note: Contact Badges

Because client-facing Email Automation rules rely heavily on contact badges, we encourage you to check out the following article and user training video.

• Contact Badges
• Contacts User Training Video

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Example: Onboarding survey

Use Case: Send an onboarding survey at 70 days after client start date

Trigger: 70 days after client-as-of-date

Who it’s sent to: Key contacts, executive sponsors, advocates, and champions

Segment: All my company’s clients (default)

Email Content:

Hi (Recipient first name),

Our team is committed to delivering the best onboarding experience we can to our customers. Would you be willing to share your feedback about yours so far? We'd appreciate feedback - good, bad or ugly - so we can improve where needed.

Please use the following link to share your feedback via a brief survey that will only take 2-3 minutes. If you have more details you'd like to share, feel free to reply to this email as well.

ClientSuccess Onboarding Feedback Survey

Sincere thanks,

(Sender full name)

(Sender title)

Example: Knowledge base reminder

Use Case: Send a knowledge base reminder to your clients at 21 days after client start date

Trigger: 21 days after client-as-of-date

Who it’s sent to: Key contacts

Segment: All my company’s clients (default)

Email Content:

Hi (Recipient first name),

**Please forward this to your team so everyone can take full advantage of the additional resources available to them.**

We hope things are going well and are excited to have you as part of the ClientSuccess family!

We have some great additional resources available to your team and wanted to give a friendly reminder/invitation to check out our knowledge base. Below are some of our most popular articles.

User Training Videos

• Clients Screen
• To-dos
• Engagements
• SuccessCycle Basics

Best Practices

• Develop, Document, and Strengthen Customer Lifecycle Plans (How to get the most value out of SuccessCycles)
• Commonly Configured SuccessCycles
• Pulse Plan
• 4 Strategic Views (Segmentation)

User Webinars

• Lifecycle Management (SuccessCycle Best Practices)
• Email Automation

All the best,

(Sender full name)

(Sender title)

Example: Renewal survey

Use Case: Send a renewal survey at 120 days before renewal date

Trigger: 120 days before renewal date

Who it’s sent to: Key contacts and executive sponsors

Segment: All my company’s clients (default)

Email Content:

Hi (Recipient first name),

As we're coming up on your renewal in a few months, I'd love some feedback regarding your experience with us and if you are in need of additional licenses to accommodate for any team expansion you may have.

I've included a link below for our short renewal survey. It only has up to 5 questions and should only take 30 seconds to complete. Your comments will be reviewed by me, our CEO and our process improvement team.

Take Survey

Thanks so much for your feedback!

(Sender full name)

(Sender title)

Example: Next steps email

Use Case: Send a message to communicate desire to ensure alignment to customer’s needs

Trigger: 30 days since last touch

Who it’s sent to: Key contacts and executive sponsors

Segment: All my company’s clients (default)

Email Content:

Hi (Recipient first name),

It's been a while since we've connected so I wanted to see if we can schedule some time to meet soon. My goal is to ensure we're aligned to your needs and helping you achieve them.

Let me know your availability for a call this week or next.

Thanks and I look forward to hearing from you!

(Sender full name)

(Sender title)

 

 

Internal Email Alert/Reminder Examples

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Example: Customer at risk - reminder for the Assigned CSM

Use Case: Send a reminder for the Assigned CSM when the SuccessScore drops below a certain threshold

Trigger: SuccessScore drops below 50

Who it’s sent to: Assigned CSM, with other users Bcc'd

Segment: All my company’s clients (default)

Email Content:

(Recipient first name),

(Client company name)'s SuccessScore has dropped below 50 which is not good.

Please consider the following in working with them to bring them back to a healthier level of success:

• When is their next renewal?
• When was your last engagement with the key contact? Executive sponsor?
• What could you do to have the biggest impact on their overall score?
• Where did their score drop and how are you going to engage them to address it?
• Are they accomplishing their Success Criteria? Have you captured and updated their latest Success Criteria?

If you need executive engagement, please engage Dave or Jarin.

Let's turn this client around!

 

 

Example: Customer opportunity to Renew, Grow and Leverage - reminder for the Assigned CSM

Use Case: Send a reminder for the Assigned CSM when the SuccessScore goes above a certain threshold

Trigger: SuccessScore goes above 70

Who it’s sent to: Assigned CSM, with other users Bcc'd

Segment: All my company’s clients (default)

Email Content:

(Recipient first name),

Congrats! (Client company name) has reached a SuccessScore above 70! This would indicate they're in a pretty good spot.

This is a perfect time to consider the following:

• When is their next renewal? Is there opportunity for an early renewal? Expansion?
• Has the team filled out a G2 Crowd review ?
• Is the customer willing to be a reference for a prospective customer?
• Have you captured their most current success criteria to keep the momentum?

Again, congrats on your hard work to build relationships that last!

 

 

Example: Checking in on onboarding status - reminder for the Assigned CSM

Use Case: Send a reminder for the Assigned CSM at 60 days after client start date

Trigger: 60 days after client-as-of date

Who it’s sent to: Assigned CSM, with other users Bcc'd

Segment: All my company’s clients (default)

Email Content:

Hi (Recipient first name),

This is a friendly reminder that it's been 60 days since (Client company name) started their onboarding, meaning they should have completed or be near completing the steps outlined in our onboarding SuccessCycle.

Here are some suggestions to consider as you follow-up:

• Have you held the Success Criteria Check-in? Are there onboarding steps that are still outstanding? Is the client actively working on such items?
• What is their Scorecard Score? What additional adoption points could help them continue to achieve their success criteria?
• Is the executive sponsor aware of any successes (or obstacles) that have occurred during onboarding?

Great job on the work that you do. Keep it up!

 

 

Example: 45 days since last touch alert - reminder for the Assigned CSM

Use Case: Send a reminder for the Assigned CSM at 45 days since last touch

Trigger: 45 days since last touch

Who it’s sent to: Assigned CSM, with other users Bcc'd

Segment: All my company’s clients (default)

Email Content:

Hi (Recipient first name),

This is a friendly reminder that it's been 45 days since your last touch with (Client company name).

Here are some suggestions to consider as you follow-up:

• Remember their renewal is coming up in (Subscription days until renewal) on (Subscription renewal date) for (Subscription ARR)
• What does their usage look like? Is it trending up or down compared to the previous 30 day period? If it's trending down, be sure to see if there's there anything that is keeping the team from being in ClientSuccess as much as they were the previous 30 days
• What is their Scorecard Score? What additional adoption points could help them achieve their success criteria?

Great job on the work that you do. Keep it up!

 

 

Example: Upcoming renewal alert - reminder for the Assigned CSM

Use Case: Send a renewal reminder for the Assigned CSM at 90 days before renewal date

Trigger: 90 days before renewal date

Who it’s sent to: Assigned CSM, with other users Bcc'd

Segment: All my company’s clients (default)

Email Content:

Hi (Recipient first name),

This is a friendly reminder that (Client company name) has a renewal coming up on (Subscription renewal date) for (Subscription ARR).

Be sure to complete or follow-up on these items within the next 7 days:

• Has the client filled out the Renewal Survey? Is there potential for an early bird renewal or multi-year deal?
• When was the last engagement with your key contact and/or executive sponsor? Does it make sense to engage with them now?
• Have you updated your Forecast Notes in ClientSuccess? Is there opportunity for upsell? Are there any risks that need to be addressed?

Great job on the work that you do. Keep it up!