Customer Success cover letter example

Acquiring a customer is one thing; keeping them happy is another thing entirely. Successful customer success professionals understand every whim and desire of their key customers and know how their product will meet their every need. When you are a cross between a detective and a corporate fairy godmother, their wish is your command (so long as it aligns with your own business goals).

The customer success magic act is not easy to convey on a factual and formal resume. Your achievements may be impressive, but it is how you got there that will truly impress them. The only way to tell your story in detail is within the free-flowing career narrative of a customer success cover letter.

How have you turned customer relationships around? Why do clients listen to you? How do you manage to get passionate about your product, day in and day out? Putting your customer first is not always easy, especially when you have revenue targets to hit. Your customer success cover letter will let you tell your tale. In this writing guide and corresponding customer success cover letter, we look at

• How to write a customer success cover letter to complement your resume
• How to structure the letter to tell different aspects of your story
• How to avoid mistakes that make cause immediate rejection

Best format for a customer success cover letter

While there are infinite recipes for customer success, there is only really one tried-and-tested format for a cover letter. When you only have 300 words to tell your story, you need to defer to what works. Having said this, while hiring managers will have certain expectations about how a cover letter should look, the content of the letter is what will set you apart.

The cover letter format should contain the following elements:

• The cover letter header
• The greeting/salutation
• The cover letter intro
• The middle paragraphs (body of the letter)
• The ending paragraph of your cover letter (conclusion and call-to-action)

The comprehensive cover letter guide shares general advice on how to write a cover letter as well as covering every single question that you may have, from font size to design tips. In our experience, it is best to remain open to a broad range of ideas before you get writing.  

This customer success cover letter sample may provide a starting point:

Cover letter header

The cover letter header is a functional way of presenting your contact information so that the hiring manager can get in touch the moment that they decide you are the one. There is an element of design but remember that it is easy to overdo the visuals when you are keen to create a favorable impression. Keep the header simple and align the style with your resume. 

There is no requirement to include a home address as there may be data protection issues – you can share your full address at the offer stage. Just your city and state of residence will be fine. The inside address of the employer should only be included in the most formal cases – job applications are not sent by post these days, after all.

Cover letter greeting 

The greeting for a customer success cover letter should not prove too tricky to get right. While you may greet long-term customers in a more informal way, every new customer should be greeted with a polite “Dear Mr/Mrs/Ms. Surname.” This is no different for a cover letter, whether you know the hiring manager or not.

It is worth looking at the job description to find out to whom the letter should be addressed. Normally this will be the hiring manager, although it may sometimes be the HR representative. If you cannot find out the recipient in this way, a call to reception may suffice. Failing this, beginning with a warm “Dear Company team” is the next best option. Do not write “To whom it may concern.” That level of cold formality will not go down well with a hiring manager who wants to work with a warm and friendly customer success professional.

Cover letter introduction

The introduction of a customer success letter should get straight into the incremental difference that you make. It is easy to boast that your sales have risen if the market has improved, but how have you taken the relationship beyond the normal? Lead with one of your most outstanding achievements that few others would have pursued. Going above and beyond should be a thread that runs through your entire letter.

While it is important to share your highlights, make sure that they are relevant to the role. Some customer success roles require genuinely niche experience, so pick through the job description for any rare demands. If you can tick those boxes, you know that you have a fair shout to secure an interview.

Cover letter middle part (body)

The middle part of a customer success letter should also contain plenty of quantifiable results. It is not helpful to parrot the responsibilities of the job description – the hiring manager knows what the job entails. Tell them about the context of your achievements.

Think carefully about which client examples you share. Are they from similar industries? Is the work a fit for what you will be doing in your future role? Hiring managers will be taking a risk if they hire someone who comes from a different background. Your clients will expect you to be an industry expert – how can you prove that you have what it takes?

It is important to share your personality in the middle part of a customer success cover letter. How do you deal with things when they don’t turn out as expected? Can you give an example of your influencing skills? How would your clients describe you? A cover letter gives you a chance to go beyond the factual resume and tell an employer what you are about.

How to close a customer success cover letter (conclusion and sign-off) 

The conclusion of a customer success cover letter is your last chance to sell yourself. Those few lines will form your concluding argument and will be most memorable as the hiring manager decides whether or not to invite you to an interview. Share one last story and tell them why you want the job.

The very end of the letter should contain a call to action. Tell the hiring manager that you are keen to find out more about the role and that you hope to have the opportunity to discuss it further during an interview. This injects a sense of urgency – after all, you will likely have other potential roles on the horizon. Let them feel that there is no time like the present to invite you to an interview. If they want to chat with you, they need to act now.

Basic mistakes in a customer success application letter (and how to avoid them)

• Check your grammar and spelling with online software such as Grammarly. You can also ask a friend to read the letter to make sure that it sounds like you.
• Make sure that you have shared only relevant examples. Your greatest hits may not be the most impressive to a potential employer. See it from their perspective.
• Put your clients at the heart of the cover letter. Don’t talk about yourself too much.

Key takeaways

1. Make sure that you focus on your achievements with relevant context.
2. Go beyond the job description – don’t just describe responsibilities.
3. Tell the hiring manager why you want the role and why you have the perfect mix of personality, experience, and drive to do a fantastic job.