Customer Offboarding

Strategic Customer Offboarding Guide

A practical playbook for managing churn with clarity, discipline, and intention.

Most teams treat offboarding as an administrative task.

This guide reframes it as what it actually is: a critical business motion.

The Strategic Customer Offboarding Guide is a 25-page, practitioner-ready resource designed to help Customer Success teams manage exits professionally, capture meaningful churn insights, protect their brand, and create future re-entry opportunities, without over-promising or burning bridges.

Built around the EXIT Framework, this guide gives CS leaders and CSMs a clear, repeatable approach to offboarding that replaces emotional, inconsistent exits with structure, confidence, and signal.

Inside the Guide

• The EXIT Offboarding Framework (Establish the Truth, eXperience the Exit, Internalize the Learning, Transition with Intention)

• A step-by-step Offboarding Playbook for leaders and practitioners

• Offboarding readiness and close-out checklists

• Guidance for running calm, professional exit conversations

• A structured approach to documenting and classifying churn

• An internal routing model to ensure Product, Sales, CS Ops, and Leadership get the right insights

• A ready-to-send Post-Churn Customer Survey

• 90-day and 180-day customer check-in email templates to keep relationships intact and doors open

Who This Is For

• Customer Success Leaders looking to standardize and professionalize churn management

• CSMs who want confidence and clarity during difficult exit conversations

• Revenue and GTM leaders who want better churn data and fewer blind spots

Why This Matters

When offboarding is unmanaged, churn becomes noisy, emotional, and misleading.

When it’s done well, it becomes one of your most valuable sources of insight.

This guide helps you exit relationships with intention, so you don’t just lose customers, you learn from them.