11 Meeting Agenda Templates for Lucrative Customer Success Teams

Facilitate conversations about customer issues, the health of current accounts, and current priorities for the Customer Success team.

A solid customer success team is a business essential. You should hold customer success team meetings weekly, giving your team plenty of time to provide you with the analysis and information required to make customer-centric changes.

Customer success meetings are essential because customer expectations are increasing over time. Competition is high in most industries, and consumers know that they can likely get the products and services you sell elsewhere if you fail to accommodate them.

Here are 10 meeting agenda templates created by the Fellow team to ensure your team helps customers achieve their desired outcomes while using your product or service:

1. Customer Hand-Off Meeting Template
2. Client Quarterly Business Review Meeting Template
3. First 1-on-1 Meeting with Customer Success Representative
4. Customer Pulse Meeting Template
5. Weekly Customer Success Team Meeting Template
6. First Customer Success Team Meeting Agenda
7. Customer Onboarding Meeting Template
8. 1-on-1 Customer Success Meeting Template
9. Customer Feedback Meeting Template
10. SaaS Client Onboarding Meeting Template
11. Customer Pulse Meeting Template

🌟 Pro Tip: try our meeting agenda app to create, customize, and save your own templates

Customer Hand-Off Meeting Template

• Introductions — Introduce the new client to the CS representative.
• Customer goals — Discuss the customer’s goals and pain points. What does success look like for them?
• Onboarding — Discuss what the onboarding process will look like.
• Next steps — What came out of this meeting? What are the next steps?

Client Quarterly Business Review Meeting Template

Created by Gainsight

• Delivery & ROI — Why did the customer purchase the product and how well have you fulfilled that need?
• Support review — Review the amount of tickets submitted by the customer and their resolution times.
• Health scorecard — Scorecard methodology and overall health score.
• Lifecycle stage — Review where the customer stands in terms of implementation
• Benchmarking — How does this customer compare to others?
• Product Usage — What does this usage look like, along with trends?
• Product Roadmap — Placeholder for your roadmap slides
• Action items — What came out of this meeting?

First 1-on-1 Meeting with Customer Success Representative

• Welcome — Why are you excited to have them on the team? What difference do you see them making?
• Check-in — Check-in and see how the employee is doing in the onboarding process (and being a new member of the team/company).
• Meeting context — Outline the setting and purpose for your one-on-one meetings. Share what the employee can expect from you and what you expect from them.
• About me — Learn about each other’s preferences, experiences and goals.
• About you — Learn about each other’s preferences, experiences and goals.
• Customer success goals and initiatives — Dive into what you will be working on, customer success goals and targets, role expectations, the team, etc.
• Questions — Any questions about the customer success team, your role/goals/initiatives, onboarding, etc.

Customer Pulse Meeting Template

• Catch Up — How is everything going since we last chatted?
• Roadblocks — Discuss any current roadblocks.
• New features — Present any new features.
• Feedback — List any features or capabilities that you wish the product or service could do for you.
• Action items — What came out of this meeting? What are our next steps?

Weekly Customer Success Team Meeting Template

• Agenda — Updates and other points for discussion.
• Progress towards goals — Let’s quickly discuss our team’s progress towards our quarterly goals.
• Blockers — Add any blockers you are currently experiencing that you think the team can help you with.
• Recurring customer problems — Recurring trends to keep an eye on. i.e Billing issues, calendar, sync, etc.
• Health of current accounts — Discuss the health of those customer accounts that may need extra attention.
• Current projects/initiatives — Each CS Rep will discuss their current projects and initiatives for team visibility.

First Customer Success Team Meeting Agenda

• Getting to know each other — Icebreakers and questions to learn about everyone’s background/hobbies.
• About your manager — A little bit about my experience, values, and preferred methods of communication.
• Customer success tools — Provide an overview of the different software currently used by the Customer Success team and any tools that the new manager wants to implement.
• Progress on customer success goals — What are some objectives and key metrics that the team is currently working towards?
• Initiatives roundtable — Ask each CS team member to share a status update on their current projects to bring the new manager up to speed.
• Expectations — Discuss the CS team’s meeting cadence, values, and channels to exchange feedback.
• Questions — What are some questions you’d like to ask me?

Customer Onboarding Meeting Template

Created by Calendly

• Introduction — Set expectations for the call and gather any remaining use case details.
• Account Settings — Walk them through creating their account and showing the different settings.
• Managing Users — Walkthrough how to add/remove users.
• Features pertaining to their goal — Walkthrough what features are necessary to meet their goals.
• Integrations — Discuss and showcase the various integrations that are available.
• Support resources — Present them the help center, communities, support contacts, etc.

1-on-1 Customer Success Meeting Template

Created by Sarah Collins, Head of Customer Success at Fellow

• What’s top of mind? — Discuss some top-of-mind topics.
• Wins — Discuss some wins since the last time we met. No win is too small!
• Priorities — Discuss top priorities from now until the next time we meet.
• Blockers — Discuss challenges, roadblocks or concerns and ways we can work them out.
• Learning — Provide coaching for those tickets that could have gone better.
• Feedback — Is there anything we can do to improve work, meetings or the team? Is anything working really well?
• Action items — What came out of this meeting? What are our next steps?

Customer Feedback Meeting Template

• Objective — What exactly is the goal of this gathering? Do you wish to concentrate on one feature of the product in particular?
• Use-cases — How well does our product meet the needs of the consumer on a scale of 1 to 10? ‍
• Favourite features — What are the current favourites of the customers’ features and benefits? ‍
• Areas for improvement — What can we do to improve our customers’ experience? What would our product look like if the consumer changed it?
• If you had a magic wand— Were there any feature requests from the customer?
• Next steps — What came out of this meeting?

SaaS Client Onboarding Meeting Template

• Background — Review the client’s background and context.
• Product rundown — Share a brief overview of the product.
• Feature workflows — Explore the different product features that are relevant to the team.
• Action items — What came out of this meeting? What are your next steps?

Customer Pulse Meeting Template

• 👋 Catch Up — How is everything going since we last chatted?
• 🚧 Roadblocks — Discuss any current roadblocks.
• 🚀 New features — Present any new features.
• 💡Feedback — List any features or capabilities that you wish the product or service could do for you.
• Action items ✅ — What came out of this meeting? What are our next steps?

Looking for more meeting agenda templates?

Check out these other articles:

• 5 Meeting Agenda Templates for Creative Out of the Box Meetings
• 10 Meeting Templates for Marketing Teams
• 10 Meeting Agenda Templates for Dynamic Design Teams

Or view the entire Fellow meeting template library on our website. In Fellow, the free templates are 100% customizable! Each person can add to and collaborate on the agenda. Plus Fellow has built-in automations to automate some aspects of your meeting workflow.