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Customer Success Meeting Templates

The ultimate pack of customer success meeting agenda templates
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Customer success meeting agenda

Customer relationships are the foundation of customer success, and for many CS professionals, meetings are the best way to build trusting relationships with customers.

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.

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 this note are pulled from our library of 80+ meeting agendas which you may find helpful for your other meetings as well. 👇

How can you best put these customer meeting agenda templates to use?

First, find a template that most closely matches the types of meetings you're having with customers. Click the button to Download the template as a Word doc, copy it as a Google doc, or add it to your free Hugo account.

Customize your CS meeting agenda template

Once you have your customer meeting agenda template in hand, customize it to your own process. What kinds of customers are YOUR customers? What types of questions, updates, or documents are commonly used during your customer meetings?

Here are a few common agenda items in CS meetings that may belong on your agenda template:

  • Training on a new feature
  • Resources
  • Feedback session
  • Solutions/Platform/Services Overview
  • Action Items/Next Steps/Tasks

And depending on whether the meeting is virtual or in-person, you may also want to add:

  • Dial-in phone number info
  • Address and conference room

Filling in your CS meeting agenda template

Many professionals even like to offer for the customer to add additional information to the template. What else should be discussed? What questions can be answered? Once your customer is involved in preparing for the meeting, they'll show up more enthusiastic because they've bought in and invested in the outcome.

Share your agenda with your customer

The best thing your CS team can do to get value from these customer success meeting templates is to share your agenda with your customer before every meeting. Sharing an agenda sends a signal that you're prepared to meeting with the customer and value their time. It also gives them an opportunity to think about the big topics in the meeting and show up better prepared.

2 Questions Customer Success Managers Should Ask

There are two questions a customer success manager needs to ask every meeting. These simple questions will help you gauge your progress in meeting your company's objectives with their customers and ultimately serve as an example of the value your team brings.

1. What is the current status of the business goal you are working on?

2. What opportunities do you see for improvement in this business objective area over the next month, quarter, year, and beyond?

This simple question will help you uncover what gaps currently exist in your customer success efforts. Using this information you can then prioritize which areas of your customer experience initiatives should be prioritized first; helping to streamline your efforts in all areas.

This is not a one-time exercise. Continually ask this question every meeting; whether it be a monthly, quarterly or annual business review. Focusing on the growth trend of your metrics will help you make sure your customer's needs are being met by your company.

The second question is more of an open-ended question and allows for the customer to be a part of the problem-solving process. It also helps to look for where new opportunities may be created in your business. You can ask how they see improving the value and satisfaction of your customer.

This question will drive better quality of service which should help you grow your business long-term. The more value that you bring to a client the greater value that they will give back to your company.

Customer Success Meetings - Common Questions

What is a Customer Success meeting?

Typically when you talk about a CS meeting, you're describing a meeting where you, the customer success manager, get together with your customers face-to-face to help them achieve their goals.

There is also a Customer Success Team Meeting which is where everyone on the CS team gets together to have a conversation to review progress, share ideas, and celebrate wins.

For the purposes here, when we describe customer success meetings, we're talking about meetings with customers and clients unless otherwise noted.

What are the benefits of Customer Success meetings?

Customer Success meetings help you get everything in one place. It's a great chance to announce updates, review progress on key projects, and build relationships with the customer base. It's also a chance to show your customers what value you bring to the table, explain upcoming changes, and have a chat about customer wants and needs.

Customer Success meetings can also be used as a testing ground for new features. If there are any new customer-facing features coming up that require face-to-face engagement, these are the perfect forums to let your customers get involved.

There's much more to customer success than just getting people through onboarding or providing support. Customer success is the process of building a positive relationship with a customer and setting that customer up for success.

What makes a good meeting?

A good meeting is an effective meeting. It serves its purpose and helps you achieve your goals. At the end of it, you walk out of the room with something tangible that was added to your business because of the meeting that you had.

You may be tempted to have CS meetings solely for the purpose of relationship building. The problem with this approach is that the meeting is hollow and without value. Your customer won't walk away feeling like they got a good use of your time. Even if they are polite during the discussion, they'll be less like to schedule with you again in the future.

What are some customer success meeting best practices?

Set the tone early on. The purpose of a meeting is to get things done effectively. The very first thing to do when you get together is to establish the right atmosphere for getting things done.

Notice patterns about challenges and frustrations. You'll probably notice patterns in what people say during customer success meetings...things that come up again and again or are phrased in a certain way. So pay attention! These patterns can be used for later reference when asking for features or developing ideas for improving customer success functionality.

Be open-minded, empathetic, and inclusive. You're building something great together. Think of your customer as being on your team.

Know what you want to get out of the meeting ahead of time. Do you want to get feedback on or educate your customer about new features? Find out about their latest challenges? Make sure you have made contact with all decision-makers? Make an intro to the sales team? Build that into your plan for the meeting.

How often should you be meeting with customers?

How many times per week/month/quarter? That depends on your customer base and your industry, among other things. An agency might meet with a customer once a week or more because of how closely they're working on a project. An enterprise SaaS software company may only meet with many of its customers once a year due to how large it is.

Ultimately, don't just meet with your customers to have a meeting. Meet with them when there is an opportunity to help them be more successful and accomplish their goals.

Preview the templates

Client Check-In

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Video conferencing link:

Dial-in number:

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Welcome

Customer — What's new?

Anything to report that we should know?

Updates

Here's where we're at.

Discussion

What new topics need to be discussed?

Customer Questions

Any concerns, questions, or roadblocks?

Next Steps


Customer Feedback

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Note: Video recording and playback in meeting docs is a Hugo feature, and is not available in the Gogole Doc and Word Doc versions of the meeting agenda templte.

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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.

Bugs

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

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Team Information

Customer Success Manager:

Sales Team Member:

Other Key Stakeholders & Their Roles:

Customer Background

Customer Name:

Industry/Sector:

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?

Effective Customer Meeting

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Customer Roadmap

Develop a roadmap with the customer and all stakeholders showing the pieces of the sales processes that have been started and which ones have been completed. Creating a framework that shows progress and what to expect creates transparency with your customer which leads to better customer outcomes.

Collaboration

Add all the stakeholders to a living document or collaborative meeting note platform and integrate it with your team's CRM (like Salesforce). Your customer should feel like they are a part of the process, whether that be the sales process or ongoing customer partnership.

Progress Updates

Keep a history of the progress along the roadmap to closing a deal to drive the deal. Great living roadmaps of all sales processes are essential to closing deals on time - in every sales process the customer controls the gas and you control the brake.

Questions

Make sure that a customer meeting never ends with a customer having doubts, questions or uncertainty. Encourage your customer to share any concerns, roadblocks or questions.

Next Steps

Where to from here? When's the next meeting? What should happen between now and then?

Gainsight's Quarterly Business Review (QBR)

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Executive Business Review and Purpose 

Outline the purpose of the meeting and briefly go over the topics you will be covering as well as your goals for the next quarter. Make sure to emphasize ROI during your introduction. 

Specific elements of a QBR that may become a standard part of your delivery:

Last Quarter Review

If done regularly, the output of a QBR should include the stated goals for the next 90 days with the intention of reviewing and comparing results against those goals at the next QBR. So the starting point for preparing for a QBR is to review and assess the goals and results for the past quarter.

Support review

  • How many cases were opened and closed
  • Breakout by type and severity
  • Average time to resolution
  • Any currently outstanding

Health scorecard

  • Overall health score
  • Scorecard methodology and results
  • Health score trends

Lifecycle stage

  • Where is the customer today
  • Where were they 90 and 180 days ago
  • What will it take to get to the next stage

Benchmarking

  • How does this customer compare to others
  • Where are they falling short and what needs to happen to get them up to, or past, the benchmark

Product usage

  • What does usage look like along with trends
  • Which features are being used, which aren’t
  • Most active users
  • License deployment and value received

Goals and Recommendations

Outline the goals and recommendations you have for the next quarter and open them up for discussion and approval. Have a concrete plan in place for achieving these goals. 

Summary and Next Steps 

  • Summarize the key priorities and next steps for the upcoming quarter

Sales/Customer Success Hand-off

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Customer Account Information: 

Company Name: 

Industry/Sector:

Company Size:

Contract Sign Date:

Contract Length:

Customer Team Information:

First touch: 

Most engaged user:

Buying Decision Maker:

Team who will be using the product the most:

Internal Team Information:

Customer Success Manager:

Sales Team Member:

Other Key Stakeholders & Their Roles:

Customer High Level 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?

Is the customer migrating from a competitor? Why?

Defining Success (Customer)

How will the customer determine if our product is helping them meet their business goals? 

Defining Success (Internally)

What key metrics will we use to make sure the customer is healthy and we are successful? 

Some suggestions (find this information in Vitally):

NPS Score

Health Score

Average MRR/ARR

Number of Users

Product Usage

Product Setup

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? What features do we want to encourage the customer to use based on their business goals?

Red Flags & Risks

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

What do we need to do next to keep the customer healthy? List all actionable steps and the team member responsible for each one.

Next Steps for Customer

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

Other Important Notes

Is there any other information worth sharing?

Note Actions

Add Vitally for the suggested metrics

Customer Success

Agenda Template FAQs

What are good questions to ask in a one-on-one?

Personal/rapport-building:

  • 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?
  • Do you feel like you’re making progress on your career goals?
  • 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?
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
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.

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.

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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