Texting Guide for Account Managers

Account managers build long-term trust with customers through clear, proactive communication. Short, timely texts help you check in, confirm renewals, and share resources without clogging inboxes. TextUs makes it simple to manage these touchpoints directly from your CRM.

How TextUs Fits Account Management Workflows

TextUs Campaigns can help you reach customer segments for renewals, upsells, and regular check-ins. You can attach PDFs or images, such as usage summaries, product updates, or renewal documents, so clients can act instantly.

Keywords like REVIEW, RENEW, or HELP can enroll contacts in Sequences that send follow-ups or meeting links automatically.

Replies appear in the Shared Inbox, allowing account managers, customer success, and support to collaborate. Integrations can log every message, click, and outcome in your CRM, creating a full record of engagement.

What to Set Up First

Connect your CRM so customer accounts, contacts, and renewal dates sync correctly. Register 10DLC numbers and ensure opt-out handling is active so STOP and UNSUBSCRIBE process automatically.

Define segments such as “Renewals in 30 Days,” “Inactive 60+ Days,” or “Adoption Check-In.” Create templates for renewal reminders, product updates, and post-meeting follow-ups. Assign Shared Inbox coverage by region and client tier to make sure messages get timely replies.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a CRM segment such as “Renewals in 30 Days.” This can make sure your message reaches upcoming contracts.
2. Write your message: Keep it short and clear. Example: “Hi {{first_name}}, your [Product] renewal is coming up soon. Want to review your options or confirm renewal? Reply REVIEW and I’ll send the details.”
3. Attach media: Include renewal summaries, usage charts, or new product sheets. Attachments can help decision-makers act faster.
4. Set up an A/B test: Try two tones (formal vs. conversational) and keep the one with higher engagement.
5. Schedule your campaign: Send during customers’ local business hours. For renewals, start outreach 30 days before the expiration date.
6. Create a keyword: Add a keyword such as REVIEW, RENEW, or INFO and reference it in your message. TextUs automatically recognizes and routes replies.
7. Link to a sequence: Connect the keyword to a two-step sequence. Example: “Step 1: Send the renewal or meeting link. Step 2: Follow up after 48 hours if there’s no response.”
8. Send and monitor: Launch your campaign, track replies, and assign thread ownership in the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks, {{first_name}}! Here’s your renewal summary: [short URL]. Let me know if you’d like to review it together.”
• Step 2 (reminder): “Checking in—have you had a chance to review your [Product] renewal? I can send the meeting link if that’s easier.”

Segmentation and Personalization Strategy

Segment by contract stage, product usage, and account size. Useful lists include Active Renewals, Key Accounts, Upsell Opportunities, and Dormant Accounts. Exclude inactive or recently renewed clients to maintain relevance.

Personalize with first name and product. Example: “Hi {{first_name}}, just noticed your [Feature] usage increased last month. Want to talk about scaling your plan?” Keep the tone conversational but professional.

Update segments weekly to reflect CRM data. Consistent segmentation improves relevance and conversion.

Template Library for Account Management Scenarios

Keep a compact library that covers your most common messages. Each should prompt one clear action.

• “Hi {{first_name}}, hope all’s well! Ready to schedule your [Product] review? Reply REVIEW for my calendar link.”
• “Your renewal for [Product] is due on [Date]. Want me to send the updated terms? Reply RENEW.”
• “We’ve launched a new feature that might fit your workflow. Want a one-pager? Reply INFO.”
• “Hi {{first_name}}, thanks for your time today! Want me to text the recap and next steps? Reply YES.”
• “Quick check-in—how’s [Product] performing for your team? Reply HELP if you’d like a quick review.”

Review the template performance monthly with compliance. Retire outdated ones, refresh CTAs, and keep attachments under 1 MB for fast loading.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Match these with CRM metrics like meetings held, renewals completed, and upsells closed. Keep campaign names and timing consistent for clear comparisons.

Track reply rate, meeting rate, and renewal confirmation percentage. Compare performance by segment and message type to optimize future outreach.

Renewal and Upsell Strategy

Plan renewal outreach in three stages: first reminder at 30 days, follow-up at 15 days, and final check-in at 5 days. Use short, polite language that makes renewal easy to confirm. Example: “Hi {{first_name}}, your [Product] renewal is due this week. Want to handle it via text?”

For upsells, target users with high adoption or frequent support requests. Send a single, clear benefit and link to a resource. Example: “Hi {{first_name}}, many [Industry] teams use [Add-On Feature] to cut manual work. Want a quick overview?”

Always position value first and avoid over-messaging the same contacts.

Managing Replies in the Shared Inbox

All replies appear in the Shared Inbox, where account managers and support can collaborate. The first responder assigns ownership to maintain clarity. Templates help maintain tone and consistency across large teams.

Use tags like Renewal, Upsell, Support, or Follow-Up to organize threads. Add notes before handing off to customer success or billing. Keep alerts on during client business hours to ensure fast responses.

Compliance and Deliverability for Account Managers

Use registered 10DLC numbers for all customer communications. Keep opt-out handling active so STOP and UNSUBSCRIBE process automatically. Include “Reply STOP to opt out” in the first message.

Avoid multiple links, excessive punctuation, or all caps. Send during local business hours and keep frequency consistent. Attach only relevant, lightweight files to maintain deliverability.

FAQs About Texting Guide for Account Managers

Can I attach renewal documents or summaries?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Account managers often attach renewal one-pagers or updated proposals for convenience.

Can I automate renewal reminders?

Yes. You can link keywords like REVIEW or RENEW to Sequences that send reminders or scheduling links automatically.

How do Keywords and Sequences simplify follow-ups?

Keywords trigger automatic enrollment into pre-set Sequences. This removes manual work for confirmations, reminders, or scheduling nudges.

How does the Shared Inbox help account teams?

It centralizes all replies, so managers and CSMs can assign owners, tag threads, and collaborate in real time.

What metrics should I track to prove success?

Track delivery, reply, meeting, and renewal rates. Export TextUs data and combine it with CRM outcomes to measure retention and upsell impact.