Customer Offboarding Kit

Give every departing customer a clean, professional exit and leave the door open for the day they come back.

The way a customer leaves you is the last thing they remember about you. When a customer says they're leaving, a lot of teams mentally check out. The meetings stop, nobody tells them when their data gets deleted, and the final invoice shows up with a surprise on it.

Two things can be true. You can be disappointed to lose a customer and still give them the most professional exit they've ever had. This kit gives you the offboarding meeting deck for the conversation after they confirm they're leaving, covering exact dates, their data, extension options and what happens next, plus a 24-question exit survey to send about 30 days after their end date. The guide ties the two together with a nine-step offboarding timeline and a sample survey invitation.

What's included

• Offboarding meeting deck in PowerPoint and exit survey in Word, plus make-a-copy links for Google Slides and Google Docs

• 12-slide offboarding meeting deck with speaker notes: title, agenda, your decision, what we accomplished together, key dates and terms, your data, need more time, until your end date, what happens next, your questions, close and an internal checklist

• 24-question exit survey in 11 sections, from why they decided to leave to whether you can check in later, with an internal tracking section

• A step-by-step PDF guide with a nine-step offboarding timeline, a sample exit survey invitation, the mistakes to avoid and a Steal This offboarding readiness check

Who it's for

CSMs and CS leaders who want departing customers to leave thinking well of them, and want to learn something from every loss.

How it works

Digital download. Your files are ready right after checkout. Open the PowerPoint and Word files, or use the links included with your download to make your own copies in Google Slides and Google Docs. No physical item will be shipped.

Bundle and save

This template is part of the Renewal and Retention Bundle: 10 templates for $99, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.