Template library
Goal templates: customer success
The Customer Success category in Sellinger's Goals picker holds 5 goal templates for agents that talk to existing customers: support with upsell, churn signals, never silently abandoning an account, reactivating dormant customers and opening renewals 90 days early. This page shows each goal as written and what to watch.
Published by Sellinger AI. Numbers and settings checked on 24 October 2026 against the fact register. Report an error.
What this category is for
These goals are for conversations with people who already pay you. They put the relationship first and make sure risk reaches a person early. They pair with the Customer Success & Upsell rule pack, which flags cancellation, refunds and renewals.
The 5 catalog goals, exact text
Support existing customers: resolve issues promptly, collect feedback, and identify upsell and expansion opportunities.
Watch usage and engagement for churn signals and reach out proactively before the customer goes quiet, not after.
Never silently abandon a customer: after the third unanswered touch, flag the account for personal human follow-up.
Reactivate dormant customers with at most two light, value-first educational touches, then rest the account.
Open the renewal conversation 90 days before contract end: review the value delivered, address concerns, then ask for the renewal and any expansion.
What each goal does
| Goal | What it achieves | Watch for |
|---|---|---|
| Support and upsell | Combines support with spotting expansion. | Support must come first, or the upsell feels pushy. |
| Watch for churn signals | Moves outreach before the silence. | The agent sees conversations; usage data must be passed in to be used. |
| No silent abandon | Guarantees a person looks at an account that went quiet. | Someone must own the flagged accounts. |
| Reactivate dormant customers | Caps reactivation so it does not become nagging. | Each touch needs real value, such as a useful feature. |
| Renewal window | Starts renewals early, with a review first. | The agent needs the contract end date. |
When to use these goals, and when not to
Use them when
- You have existing customers on contracts or subscriptions.
- A person owns each account and can take flagged conversations.
Do not use them when
- You only do new business outreach.
- You cannot give the agent dates or account context.
How to add one in the app
In the campaign's Goals tab, click Templates, find the Customer Success category, expand a goal and click Use, then save with Add Goal. The book meetings goals page shows the steps in detail.
What the data says
No outcome data yet. Sellinger has not measured results for this exact goal text, so this page makes no claim about replies, meetings or revenue. Measured campaigns are in the case studies.
Common questions
Can the agent run renewals?
What does no silent abandon do?
Which persona goes with these goals?
Sources and method
Goal text: the in-product goal template catalog (frontend/src/lib/goal-templates.ts), read 24 October 2026. Steps: the campaign Goals tab and goal template picker in the app.
Related: Templates hub, Rule pack: customer success and upsell, Persona template: customer success, Customer success teams.
