Build new relationships when key contacts leave customer accounts

Scenario 1: You have other contacts and sponsors at the account

Content:

A key contact just left a customer account. You're reaching out to the new owner or remaining champion to maintain continuity and strengthen the relationship.

Approach:

Lead with shared context and continuity. Position this as an opportunity to reinforce support and learn more about their evolving needs.

Goal & CTA:

Keep the relationship strong, gather context, and identify new champions. Ideally, book a check-in or strategy call.

Existing Contact Outreach

Reach out to your other key contacts to find a new account owner.

Task 1 | Send an email to your key contacts

To: exec sponsor
Subject: [Contact who left departure] impact to project

Hi {FirstName} -

‍We just noticed that [contact that left] moved to a different company. Since they were one of our primary owners for [insert specific relationship role if relevant] , we wanted to understand if: 
‍
1. Another person, perhaps [suggest names of other people to involve] be looped into the relationship?
2. If it makes sense to catch you up to speed on our latest work with [contact that left]?

The goal here is to make sure we continue to maximize the [initiatives] we’ve been partnered on, and if there’s anything else the MYCO team can be doing to help fill any gaps following [departure contact name]’s departure.
‍
Any insight on this front is appreciated!

Cheers,{{sender.first_name}}

Lavender Score: 90

Task 2 | Engage unresponsive contacts on LinkedIn

Hey - we noticed {name of contact just left} left {{company}}, and thought you might have a good sense of who’s best positioned to own our relationship. We were working with [contact name] to do XYZ. 

We’re happy to go the extra mile to help fill any gaps following [his.her] departure.

Task 3 | Thread 2 - Follow Up with Loom

To: exec sponsor
Subject: {Contact who left departure} departure: Status Update

Hi {{first_name}} -

We were working with [name of contact that left] to help accomplish XYZ with MYCO. Here's a loom discussing our progress and current results. TLDR; [share results].

Worth catching up to keep our [recent initiatives] on track? 

Cheers,
{{sender.first_name}}

Lavender Score: 92

Scenario 2 : You do not have additional contacts at your customer account

Content:

Your main contact has left a customer account and joined another company. You had a strong relationship with them and want to reach out to congratulate them and secure the names and roles of recommended sponsors.

Approach:

Warm outreach from a trusted point of contact. Leverage shared wins and context from their previous role.

Goal & CTA:

Reconnect and explore whether there's potential at the new company. Ideally, ask for a quick catch-up or an intro if someone else now owns the account.

Reach out to your departed contact on LinkedIn

Reach out to the departed contact you previously worked with to say congrats on the new role or (if they haven’t listed a new role) offer to help in their job hunt. More often than not, they are willing to help you find the right person to take things over at the customer account.

If they have moved into a new role at a target account:

Hey {{first_name}}

Congrats on the new gig! Already missing you at {{past_account_name}}. I wanted to connect you with {{company.owner}} - they're working to see if {{company}} would find [company] valuable. I thought you would have good insights here. You open to an intro?

‍
Any insight on how things left off with us at {{past_account_name}} and if there’s anyone specific we should be in touch with?

If they have moved into a new role at a non-target account:

Hey {{first_name}} - saw you left {{past_account_name}}. [It was great working with you for the past X months]

Congrats on the new gig, [insert notable observation about {{company}}]. They’re lucky to have you!

Any insight on how things left off with us at {{past_account_name}} and if there’s anyone specific we should be in touch with?

If no new job is listed:

Hey {{first_name}} - saw you left {{past_account_name}}. [It was great working with you for the past X months]

Not sure what’s next for you, but myself and the MYCO team are more than happy to keep our eye out for opportunities or tap into our networks if you're looking!
‍
Any insight on how things left off with us at {{past_account_name}} and if there’s anyone specific we should be in touch with?

Search your account for former product users

Look at all contacts in the account in Salesforce and see if anyone has a previous relationship

To: Former Users/Buyer
Subject: {{company}} + MYCO | [initiative] project

Hey {{first_name}} -

[contact that left] recently left {{company}} and was MYCO’s primary contact for your [initiative] project.

Given your experience at {{past_account_name}}, I thought you might have some insight on who we should continue working with at {{company}}. Our goal is to catch this person up to speed on what we’ve accomplished so far and our partnership plans moving forward.  

Any insight on this front is appreciated!

Thank you, 

{{sender.first_name}}