Texting Guide for Customer Success Managers

Customer success managers keep customers engaged, successful, and ready to expand. Short, timely texts help you confirm milestones, unblock issues, and drive renewals without waiting for email threads. TextUs gives you a simple workflow that connects each conversation to your CRM or success platform.

How TextUs Fits Customer Success Workflows

TextUs Campaigns can reach customer segments with focused updates like onboarding steps, QBR scheduling, and feature adoption nudges. You can attach PDFs or images, such as checklists, one-pagers, or release notes, so customers can act inside the thread.

Keywords like HELP, QBR, or UPGRADE can enroll contacts in Sequences that send links and reminders automatically.

Replies appear in the Shared Inbox so CSMs, support, and account managers can coordinate responses. Integrations can log messages, clicks, and outcomes to your CRM or CS platform for full visibility. You can review deliveries, replies, and clicks, then export CSVs to match activity with retention and expansion metrics.

What to Set Up First

Connect your CRM or CS platform so accounts, tiers, and lifecycle stages sync both ways. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE can process automatically.

Define segments like New Customers 0 to 30 Days, Onboarding Incomplete, At Risk Low Usage, QBR Due, and Renewals in 30 Days. Create templates for welcome, milestone check, feature nudge, QBR invite, and renewal prompt.

Assign Shared Inbox coverage by region and hours so urgent replies get fast attention.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment such as “Onboarding Incomplete.” This can make sure your message reaches accounts that need a nudge.
2. Write your message: Keep it short and action-led. Example: “Hi {{first_name}}, quick check on your [Product] setup. Want the 2-step guide to finish today? Reply HELP and I’ll send it.”
3. Attach media: Add a checklist, quick-start card, or short release note. Attachments can reduce friction and support quick wins.
4. Set up an A/B test: Test two openings or CTAs to learn what earns faster replies. Keep the variant with the better response rate.
5. Schedule your campaign: Send during customer business hours. For onboarding, schedule a second message after 48 hours if the task is still open.
6. Create a keyword: Add a keyword such as HELP, QBR, or RENEW and reference it in your text. TextUs can recognize and route replies automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Send the guide or scheduling link. Step 2: Follow up after 24 to 48 hours if there is no action.”
8. Send and monitor: Launch your campaign, watch replies in the Shared Inbox, and assign owners immediately.

Example sequence messages:

• Step 1 (auto-reply): “Thanks, {{first_name}}. Here is the quick-start guide: [short URL]. Want me to stay on standby while you try it?”
• Step 2 (reminder): “Checking in on setup. Need a 10-minute walkthrough or a one-pager for your team? I can text it now.”

Segmentation and Personalization Strategy

Segment by lifecycle, product usage, role, and renewal window. Useful lists include Admins With Low Usage, Champions Awaiting QBR, Multi-Team Accounts, and Trials Converting This Week. Exclude customers who completed the action or opted out.

Personalize with first name and one context field, such as product, feature, or date. Example: “Hi {{first_name}}, your QBR for [Product] is due the week of [Date]. Reply QBR for the scheduler.” Use fallbacks to keep messages clean if a field is missing.

Refresh segments daily for onboarding and support, and weekly for adoption and renewal. Accurate lists can lift reply rate and reduce noise.

Template Library for Customer Success Scenarios

Keep a compact set of templates that map to common CSM moments. One goal per message and one clear action.

• “Hi {{first_name}}, welcome to [Product]. Want the quick-start checklist? Reply START.”
• “Usage looks low for [Feature]. Want a tip card to unlock value this week? Reply TIP.”
• “Ready to book your QBR? Reply QBR and I will send the scheduler.”
• “New release live today. Want a one-page summary for your team? Reply INFO.”
• “Your plan renews on [Date]. Want to review usage and options? Reply RENEW.”

Review the template performance monthly with compliance. Keep files under 1 MB and retire low performers.

Reporting and Attribution Workflow

Export deliveries, replies, clicks, and keyword activity from TextUs weekly. Join that data with CRM or CS outcomes like time to onboard, health score changes, support tickets, expansions, and renewals. Keep campaign name, segment, keyword, and send time consistent for analysis.

Track reply-to-action rates such as click-to-schedule for QBRs and click-to-complete for onboarding tasks. Compare timing and opener variants to find what moves the fastest. Share a simple monthly dashboard with delivery rate, reply rate, actions completed, and renewal impact.

Expansion, Renewal, and Risk Strategy

Use product usage and milestone data to time outreach. When usage spikes for a feature, send a targeted upsell or add-on suggestion. When usage dips, send a quick troubleshooting card and invite a short call.

Plan a renewal cadence at 30, 15, and 5 days. Lead with value proof, such as outcomes or adoption highlights, and include a keyword for help or plan changes. For at-risk accounts, route HELP to a live owner and follow with a short checklist to remove blockers.

Keep the tone supportive and specific. One next step per text is easier to complete than a list of options.

Managing Replies in the Shared Inbox

All replies can appear in the Shared Inbox so CSMs, support, and account managers share context. The first responder assigns the thread to themselves so ownership is clear. Templates keep language consistent, while a short personal line builds trust.

Use tags like Onboarding, QBR, Usage, Support, and Renewal to organize threads. Add notes when handing a conversation to support or sales so context travels. Keep notifications on during business hours to capture intent while it is warm.

Compliance and Deliverability for Customer Success Managers

Use registered 10DLC numbers for all customer success traffic. Keep opt-out handling on so STOP and UNSUBSCRIBE can process automatically. Include “Reply STOP to opt out” in your first message.

Avoid multiple links, heavy punctuation, or all caps. Send during local business hours and cap frequency to a sensible weekly limit. Keep attachments relevant and lightweight so they open quickly on mobile.

FAQs About Texting Guide for Customer Success Managers

Can I attach onboarding guides or release notes?

Yes. TextUs allows PDFs, images, or GIFs in both campaigns and one-to-one conversations. Many CSMs attach checklists, quick tips, or one-page release notes so customers can act fast.

Can I automate QBR scheduling or renewal reminders?

Yes. You can link keywords like QBR or RENEW to Sequences that send scheduling links and follow-up nudges. This reduces manual chasing and speeds confirmations.

How do Keywords and Sequences help reduce risk?

Keywords standardize intent and enrollment. A reply with HELP can send the right guide now and a reminder later if the task is still open.

How does the Shared Inbox help customer success teams?

All replies appear in one shared view where CSMs, support, and account teams can assign owners, tag threads, and add notes. This prevents duplicate outreach and keeps handoffs smooth.

What should I measure to prove retention impact?

Track delivery, reply, action completion, and renewal confirmation rates. Export TextUs data and join it with health score, ticket volume, and expansion revenue to show outcomes.