Customer Use Case Adoption

1. You are here:
2. Meet the GitLab team
3. Organizational Structure
4. Working Groups
5. Customer Use Case Adoption

On this page

• On this page
• Purpose
• Attributes
• Exit criteria
• Roles and Responsibilities

Purpose

This working group is charged with driving the necessary cross-functional alignment, prioritization, and execution required to deliver improved customer adoption of key use cases within the GitLab platform. Following the 2023-05-16 Sales Key Review, there was a high-priority focus on driving customer use case adoption as the north star KPI and #1 predictor of Churn & Contraction. The formation of this working group was a direct outcome to accelerate efforts to win against GitHub and reduce Churn & Contraction.

Desired Outcomes

1. Drive cross-functional alignment around use case adoption across sales, customer success, product, data, finance, etc.
2. Mature existing and new use cases and measures, including thresholds
3. Build use cases as input into actions to drive the business

Attributes

Property	Value
Date Created	2023-05-16
Target End Date	2024-01-31
Slack	#wg-customer-use-case-adoption
Google Doc	Customer Use Case Adoption Scrum - Agenda
Epic	Use Case Adoption Measurement & Improvement
Board	TBD
Overview & Status	See Exit criteria below

Exit criteria

Note that these goals are aspirational so we set a high bar (and potentially achieving something that is good enough vs. setting a low bar and not achieving something that is good enough).

• Improve CI Adoption ARR from 40% to 50% by or before the end of FY24

Roles and Responsibilities

Working Group Role	Person	Title
Executive Sponsor	Sid Sijbrandij	CEO
DRI	Sherrod Patching	VP of Customer Success Management
Facilitator	Michael Arntz	Sales Strategy Manager
Functional Lead: CSM	Sherrod Patching	VP of Customer Success Management
Functional Lead: CSM	Rachel Fuerst	Customer Success Manager, Public Sector
Functional Lead: Scale CSE	Taylor Lund	Senior Manager, Customer Success Managers
Functional Lead: PS	Mark Foster	Senior Professional Services Engagement Manager
Functional Lead: Product	Jackie Porter	Director, Product
Functional Lead: Growth	Paige Cordero	Senior Product Manager, Growth
Functional Lead: Customer Success Operations	Nishant Khanna	Senior Customer Success Operations Analyst
Functional Lead: Digital Customer Success	Michelle Harris	Senior Program Manager, Customer Programs
Functional Lead: Data and Insights	Amie Bright	VP of Data and Insights
Functional Lead: Enterprise Sales	TBD	TBD
Functional Lead: Commercial Sales	Julien Le Postec	Area Sales Manager Mid Market South EMEA - Commercial Sales
Functional Lead: Developer Relations	Michael Friedrich	Senior Developer Evangelist