1. SUBJECT LINE: "Customer Support and Customer Success are merging into one team, effective August 4th" 2. ANNOUNCEMENT BODY: Starting August 4th, the Customer Support and Customer Success teams are merging into a single Customer Experience team. Both teams have been fielding overlapping post-sale customer questions separately, which has led to duplicated work and inconsistent answers - combining them fixes that. All 12 support agents and 6 CSMs will report to the current Head of Customer Success under the new structure. To be clear on what isn't changing: no roles are being eliminated, compensation and titles remain the same, and everyone keeps their current accounts and open tickets during the transition. Questions about how this affects your day-to-day should go to your current manager. 3. MANAGER TALKING POINTS: - Your title, pay, and current accounts/tickets are not changing. - This merges two teams that were duplicating work, not a headcount reduction. - Reporting line changes to the Head of Customer Success as of August 4th. 4. INTERNAL NOTE: Without stating explicitly that no roles are eliminated, employees will assume layoffs are coming - this line should not be cut for brevity.