Send a handoff or introduction email
Introducing a colleague to a customer or contact.
Hi {{firstName}},
I'm handing off your account to {{newPerson}} effective {{date}}. {{newPerson}} has been at {{company}} for {{tenure}} and previously worked with {{exampleCustomer}}.
What stays the same:
- Your contract, pricing, and roadmap.
- Your Slack channel — {{newPerson}} is already in it.
- Friday updates and Tuesday calls.
What changes:
- The email address you reply to. From {{date}}, please reply to {{newEmail}} or just hit reply — both work.
Reply if you'd like a quick 15-minute handoff call with {{newPerson}} present.
— {{senderName}}Why this works
Handoff emails fail when they're too brief ('hi, X is your new contact') or too marketing-led. They should be specific and reassuring.
**Subject is direct.** '{{newPerson}} is taking over your account' tells the recipient what's happening without theater.
**Credentialing the new person.** Naming tenure and a comparable customer relationship signals the recipient that the handoff isn't downgrade. 'New' people in account-handoff contexts trigger anxiety; preempting it with credibility helps.
**'What stays the same' first.** This is the structural move from the price-change template applied to handoffs. Recipients fear loss of continuity in handoffs; leading with continuity defuses the fear.
**Optional handoff call offered, not pushed.** Some recipients want the 15-minute call; some don't. Offering it without requiring it respects the recipient's autonomy.
**Outgoing sender's signature.** The departing person signs, not the new person. The new person introducing themselves comes in a separate email, not the handoff itself.
This pattern works by reducing churn risk at the handoff moment, which is one of the highest churn-risk events in B2B SaaS.