CS Documentation Requirements

Table of Contents

🔑 Core Rule ✅ Documentation Checklist 1. Master Client Board (Monday) 2. Google Drive Folder Structure (per client) 3. Always Up to Date

Customer Success Documentation Requirements

🔑 Core Rule

Every deliverable customer (per rooftop or group) must have ONE source of truth:

Master Client Board (Monday) = central hub (CSP + QBRs tied here)
Google Drive Folder = supporting materials (reports, PMCs, budget data)

✅ Documentation Checklist

1. Master Client Board (Monday)

Customer Success Plan (CSP)
- Executive Summary: Agencies, Vendors, MRR/ARR, Geography, Temp/Background
- Goals & 30-60-90 Plan, milestones, success metrics
Quarterly Business Reviews (QBRs)
- One entry per ~90 days (not tied to Q1/Q2/Q3)
- Captures outcomes, metrics, decisions, next steps
- Always linked in board + stored in Drive

2. Google Drive Folder Structure (per client)

📁 ClientName_Rooftop

📂 Ad Hoc Reports – all one-off analyses & deliverables
📂 PMC (Pre-Meeting Checklists) – prep docs for client calls
📂 Budget Data – client-provided marketing budgets, vendor spends, etc.

3. Always Up to Date

Master Client Board = source of truth for CSP + QBR
Drive folders = clean and current, no duplicates
Every client touched = board and folder checked/updated

👉 Non-negotiable expectation: If someone opens a client’s board or folder, they can quickly understand the client profile, see the latest QBR, and access supporting data.