CS notes that flag risk before it hits churn.

QBRs, check-ins, renewal conversations — captured with health score, expansion signals, and risk indicators built into the structure.

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Who uses this template

›Customer Success Managers running QBRs
›CS leaders rolling up health scores across the book
›Account managers preparing for renewal conversations

The template

Copy this structure into Word, Google Docs, Notion, or your favorite notes app. Or skip the manual work and let Note Genie generate the customer success notes for you from a recorded meeting.

Account Snapshot

Plan, MRR/ARR, contract end date, executive sponsor, primary user.

Usage Highlights

Adoption metrics, new feature usage, declining usage flags.

Wins Since Last Touch

Outcomes the customer has achieved, ideally tied to the original business case.

Friction & Risk

Issues raised, escalations, executive concerns, and any reorg context that could affect renewal.

Expansion Signals

New use cases, additional teams interested, budget moves in the customer's organization.

Action Items

Owner and date for each follow-up — customer-side and CSM-side.

Health Score

Updated health score with the specific drivers that moved it.

Tip: Copy the plain-text version below into your document, then save as .docx or .pdf. Or download the AI version that fills it in automatically — see the example below.

Plain text — copy & paste

CUSTOMER SUCCESS NOTES
======================

Meeting: ___________________________
Date: ___________________________
Attendees: ___________________________

1. ACCOUNT SNAPSHOT
   (Plan, MRR/ARR, contract end date, executive sponsor, primary user.)
   
   ___________________________________________
   ___________________________________________
   ___________________________________________

2. USAGE HIGHLIGHTS
   (Adoption metrics, new feature usage, declining usage flags.)
   
   ___________________________________________
   ___________________________________________
   ___________________________________________

3. WINS SINCE LAST TOUCH
   (Outcomes the customer has achieved, ideally tied to the original business case.)
   
   ___________________________________________
   ___________________________________________
   ___________________________________________

4. FRICTION & RISK
   (Issues raised, escalations, executive concerns, and any reorg context that could affect renewal.)
   
   ___________________________________________
   ___________________________________________
   ___________________________________________

5. EXPANSION SIGNALS
   (New use cases, additional teams interested, budget moves in the customer's organization.)
   
   ___________________________________________
   ___________________________________________
   ___________________________________________

6. ACTION ITEMS
   (Owner and date for each follow-up — customer-side and CSM-side.)
   
   ___________________________________________
   ___________________________________________
   ___________________________________________

7. HEALTH SCORE
   (Updated health score with the specific drivers that moved it.)
   
   ___________________________________________
   ___________________________________________
   ___________________________________________

AI-generated example

What the AI gives you back

Here's what Note Genie produces when you record a meeting and apply the Customer Success Notes template. No manual typing.

Northwind QBR — May 21, 2026

Wins: 18% reduction in support ticket volume since Q1 — exceeds original business case (12% target).

Friction: Mobile app adoption stalled at 31%. Customer's IT pushed back on a recent permission change.

Expansion: Customer's Marketing team has asked to be added — potential +$60K ARR.

Health: Moved from Green to Yellow on mobile adoption risk. Action — Schedule a 30-min mobile rollout workshop with their IT lead before next QBR.

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