🧱 Governance Model
We use a Hybrid Governance Model:
SMEs and functional teams draft content (Step Creators)
The Professional Services Team and QA-trained CSMs review content
Publishing is controlled by trained Publishers within Customer Success, with oversight from the Director of Customer Success
👥 Roles & Responsibilities
Team | Role in Content Governance |
Customer Success (CSMs) | Draft internal + client-facing content, review SME drafts, publish finalized content |
Professional Services | Draft white-labeled and client-specific content; collaborate with CSMs for publishing |
Marketing | Advise on tone, branding, and campaign-based rollouts |
Support | Submit content ideas based on FAQs and recurring issues |
Sales | Request sales enablement or pre-sales training support |
Dev Team | Provide technical info, screenshots, and product updates |
Director of Customer Success (DoCS) | Oversees publishing rights, intake triage, and workflow compliance |
C-suite | Sets strategic direction and content priorities |
📥 Intake Process
Teams submit requests via Jira under the "Content Request" issue type
Required fields: Title, Type (New/Update/Remove), Audience, SME, Priority, Timeline
Weekly triage run by the Director of Customer Success
🔍 Review & Approval Workflow
Request submitted via Jira
Step drafted by CSM or Professional Services
Reviewed by QA-trained CSM or Publisher
Compliance consulted if needed
Published by an approved Publisher
🎯 Prioritization Criteria
Scoring system based on:
Factor | Low (1 pt) | Medium (2 pts) | High (3 pts) |
Business Impact | Cosmetic | Supports CS/Marketing | Strategic or compliance-related |
Audience Size | Internal only | Cross-dept | Client-facing or org-wide |
Urgency | Flexible | Moderate | Time-sensitive |
Effort | High | Moderate | Low (Quick win) |
Tier 1 = 8–12 pts → Start ASAP Tier 2 = 5–7 pts → Schedule based on availability Tier 3 = 0–4 pts → Defer or bundle
🏁 Publishing Standards
All published content must:
Be reviewed for clarity, tone, accessibility, and branding
Use LemonadeLXP formatting best practices (headings, visuals, categories)
Be tagged properly and tested before launch
⏱ SLAs & Timelines
Stage | Target Timeframe |
Request Review | Within 3 business days |
Draft Completion | Within 7–10 business days |
QA Review | Within 2 business days |
Publishing | Within 1 business day of approval |
📣 Where and How to Share It
Share in onboarding and kickoff meetings
Link in Jira request form
Publish to the internal knowledge base
Reference during quarterly cross-functional planning
✅ Review and update the charter quarterly to reflect process, team, or platform changes