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Customer Success

Agenda Templates

The best meeting agenda templates for aligned, forward-thinking teams

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Borrow best practices from leading teams

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Customer relationships are the foundation of customer success, and for many CS professionals, meetings are how you building those relationships. But while meetings may be the best way to get facetime (virtual or otherwise), each customer session needs to be run effectively. Customers want to know that you value their time, and there’s no better way to do that than to set a clear agenda for every meeting.

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This is our library of agenda templates for all of the most common meetings that customer success professionals attend, from discovery calls all the way to helping customers thrive in your product. The agenda templates below are pulled from our library of 50+ meeting agendas which you may find helpful for your other meetings as well. 👇

Customer Check-In

Customer Feedback

Customer Hand-Off

Customer Check-In

Better understand your clients' needs and the value you can provide to them.
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Customer Check-In
,  Wednesday, August 18
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What has changed since your last customer check-in? Review recent events and key metric updates to gain an up-to-date, accurate understanding of your client.

Positive Highlights

How has our team helped this client achieve their goals since their last customer check-in? How can we improve these factors?

Concerns, Shortcomings, or Risks

Does the customer have any problems with our products or services? Identify all risks that may lead to customer disengagement or churn.

Objectives for Next Meeting

What specific goals does the client want to achieve before the next customer check-in? How can we help?

Opportunities to Increase Engagement / Upsell

Are there opportunities to increase the value we provide this customer?

Key Takeaways

List all insights and actionables worth sharing with other departments.


In 1-2 sentences, summarize the current state of the customer so other team members can understand our relationship with them. Consider the information above, key metrics, and overall sentiment.

Customer Feedback

Drive your product in the right direction with this customer feedback template.
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Customer Feedback
,  Wednesday, August 18
Profile pictureProfile pictureProfile picture

Quick Review

What does the customer use our product for? What challenges does it solve?

Session Objective

What is the purpose of this meeting? Do you want to focus on certain aspects of the product?

General Product Performance

From 1-5, how well does our product suit the customer's needs?

Favorite Benefits

What are the customer's favorite features and benefits at the moment?

Room for Improvement

How can we make the customer's experience better? How would the customer change our product?

Feature Requests

Did the customer have any feature requests? Turn this list into tickets for the appropriate teams right from here.


Did the customer mention any product bugs, errors, or issues? Share these with the appropriate teams right from here.

Key Takeaways

In 3 bullet points or less, what were your main insights from this customer feedback session?

Customer Hand-Off

Understand your clients better, accomplish objectives faster, and earn trust quicker.
Calendar icon
Customer Hand-Off
,  Wednesday, August 18
Profile pictureProfile pictureProfile picture

Team Information

Customer Success Manager:

Sales Team Member:

Other Key Stakeholders & Their Roles:

Customer Background

Customer Name:


Company Size:

Contract Sign Date:

Contract Length:

Customer Goals

What is the main business objective of the customer? How do they generate revenue?

Why Our Solution?

What challenges or pain points does our product solve for the customer? What benefits or features are they most interested in?

Defining Success

How does the customer define success? What are the short-term objectives (and their steps) to help us get there?

Key Metrics

How do we measure success along the way? What metrics (such as Average MRR, # of Users, and other KPIs) should be discussed?

Work & Communication Style

What is the customer's ideal working relationship? What is the best way to contact them?

Growth Opportunities

How can we tailor the product or experience to better suit the customer?

Red Flags & Risks

Is the customer migrating from a competitor? Why? Were there any hesitations or hiccups encountered during the sales process? How can we ensure these don’t happen during and after the customer handoff?

Next Steps for Team

List all actionable steps and the team member responsible for each one. Refer to "Defining Success" section for help.

Next Steps for Customer

What are the next steps for the customer? Is any training required?

Other Important Notes

Is there any other information worth sharing?

50+ Free Agendas Templates

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Customer Success

Agenda Template FAQs

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How do you make team meetings more engaging?

The best meetings involve the whole room, not just one or two presenters. Here are a few ways to encourage more engagement:
  • Ask others to contribute to the agenda. Having a shared agenda helps everyone in the room feel responsible for the meeting’s success.
  • Make small talk as people are settling in. When you show up early, get the conversation flowing instead of burying your head in your laptop or your phone.
  • Don’t do all the talking. Invite fellow participants to lead discussions and provide updates.
  • Give updates before the meeting. Provide materials to review before the meeting so that you can focus on the discussion and decision-making when everyone is together.
  • Do a deep dive into one topic. Focus on a single challenge to tap into the collective intelligence of everyone attending.
  • Keep a sense of humor. Cracking the occasional joke will help meeting participants feel open to expressing their own ideas.
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What agenda topics are most common in team meetings?

Team meetings are among the most common and most important meetings in any workplace. Agendas for these types of meetings range wildly, but all topics usually fall into one of these categories:
  • Introductions. If they don’t already, make sure everyone in the room knows who each other are.
  • Updates. Updates are extremely common in team meetings, but often they are also the hog a lot of time without providing a lot of value. Summarize updates on the agenda when possible and keep them brief.
  • Discussions. This one speaks for itself.
  • Decisions. If a decision needs to be reached during the meeting, note it explicitly on the agenda.
  • Next steps. While not a significant part of the agenda, it’s important to always agree on action items from a meeting and who owns them.
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What are some fun and cool team meeting ideas?

  • Go around the table with an icebreaker. Get to know each other by having everyone answer the same question.
  • Change up the location. Get out of the conference room and into the break room, or on the lawn outside.
  • Start at a weird time. Pick something memorable like 1:23 pm.
  • Get some exercise. Switch things up during a long meeting by having everyone take a run around the block, do as many pushups they can do, or some other physical activity to get the blood pumping.
  • Pass out prizes. Have a pile or swag, or candy bars, or coffee gift cards up at the front of the room. Whenever someone makes a spectacular contribution, toss them a prize.
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What are good questions to ask in a one-on-one?

  • What worries you? What keeps you up at night?
  • What are you most excited about?
  • How’s life outside work?
  • What do you like to do on the weekends?
  • What are your big dreams in life outside of work?
Career growth:
  • What skills would you like to develop?
  • Do you feel challenged in your role?
  • Is there any training or education we should be investing in for you?
  • How do you see your role evolving?
  • Do you feel like you’re making progress on your career goals?
  • Who in the company would you like to learn from?
Giving/receiving feedback:
  • Do you feel you’re getting enough feedback?
  • What’s an area where you would like help or coaching?
  • What’s an aspect of your job you’d like to improve?
  • How can I help you be more effective?
  • What is something I can do better?
  • What have past managers done that you’d like me to do as well?
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Why have one-on-ones with your employees?

One-on-one meetings have many benefits:
  • Help employees build better relationships with their managers 
  • Provide opportunities for coaching and training
  • Encourage employees to feel valued at work
  • Discuss performance and areas of improvement
  • Find out what employees are (and are not) excited about
  • Learn how managers can better help employees
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What should be discussed in a marketing meeting?

Every successful marketing team meeting should cover the following topics:
  • Set an agenda. Always create an agenda before the meeting.
  • Share wins. Start your meeting on a positive note.
  • Metrics review. Share meaningful data that relates to your main goals.
  • Quick updates. If you’re going to do an update roundtable, keep it snappy!
  • Retrospectives. Reflect on past campaigns and what could have gone better.
  • Brainstorming. Gather ideas from the team for upcoming initiatives.
  • Planning. Make clear decisions based on your discussions.
  • Tasks. Assign all next steps to a directly responsible individual.
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What are some marketing meeting best practices?

Make sure every marketing meeting passes the PANTS Test — straight from our favorite framework: Vital Meetings.
  • Purpose - State the reason for the meeting
  • Agenda - Always set an agenda
  • Notes - Designate one person to take notes for the meeting
  • Tasks - End every meeting with tasks or action items
  • Shared - Share meeting notes with anyone who might benefit
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What are the different types of marketing meetings?

Whether they are entirely internal or with an agency, marketing meetings usually fall into one of the following categories:
  • Brainstorming
  • Content Planning
  • Campaign Planning
  • Campaign Kick-Off Meeting
  • PR (Press Relations) Meeting
  • Team Sync-ups
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Who should set the agenda for a one-on-one meeting?

It’s good for the employee to feel ownership of their one-on-one because the meeting is primarily for their benefit. So, rather than having a manager set the agenda every time, the majority of the agenda should be driven by the employee. Of course, there should still be opportunities for managers to lead the conversation, especially when it comes to topics like coaching and performance. Using a meeting notes app that allows for easy, collaborative agendas can help.

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Should one-on-one be hyphenated?

Yes. The word one-on-one is always hyphenated, regardless of whether it is used as a noun, adjective, and adverb.

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What are other ways to spell one-on-one?

Writing all three hyphenated words out as one-on-one can be tedious. For brevity in your calendar invites, try using: "1:1" or "Name <> Name."

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