The following page may contain information related to upcoming products, features and functionality. It is important to note that the information presented is for informational purposes only, so please do not rely on the information for purchasing or planning purposes. Just like with all projects, the items mentioned on the page are subject to change or delay, and the development, release, and timing of any products, features or functionality remain at the sole discretion of GitLab Inc.
Last reviewed: 2024-11
Fulfillment at GitLab aims to provide a seamless buying experience for customers. We invest in quote-to-cash systems to make purchasing, activating, and managing GitLab subscriptions as easy as possible. This improves customer satisfaction and streamlines our go-to-market (GTM) processes, helping accelerate revenue growth for the company.
We welcome feedback and contributions to help improve our fulfillment processes:
@ofernandez2 for review, or open a Fulfillment Meta issue with your ideas.Your insights help us continually improve and align our efforts with user needs.
Provide customers with an excellent experience by making it easy for them to purchase GitLab paid subscriptions and add-ons, provision their purchase, and manage subscription changes such as increasing seat count or renewing.
GitLab paid plans offer rich feature sets that enable customers to build software faster and more securely. For the Fulfillment section, success is to make it as easy as we can for a customer to transact with GitLab and unlock the value of these rich feature sets in our paid offerings.
We add new product offerings, make our subscription management process simpler, and work to support our customers' preferred purchasing channels and payment methods. This requires investments across all interfaces where customers conduct business with GitLab. Given the breadth of countries, organization sizes, and industries that benefit from the GitLab product, we strive to be excellent at both direct transactions via our web commerce portal or our sales team, as well as sales via Channels and Alliances.
Looking beyond our 1-year plan, the Fulfillment section looks for opportunities to:
We expand our addressable market by launching new product offerings, including the recent addition of GitLab Duo Pro add-on and Enterprise Agile Planning. We also improve operational efficiency by providing a seamless end-to-end subscription management experience. This enables our Sales teams to spend more of their time on strategic discussions with customers. It also allows our Support and Finance teams to be more efficient.
Recent accomplishments that have expanded our addressable market include:
We continue to balance delivering new business opportunities while improving our technical systems foundations.
We've seen improvements in customer satisfaction and reductions in customers needing assistance, which we can attribute to improvements such as:
We continuously incorporate this feedback into our product development process to ensure we're meeting our customers' evolving needs.
Our focus themes align with our key priorities:
Within these themes, our top priorities across all Fulfillment groups are outlined below. For more details on specific initiatives, please refer to our category direction pages linked in the Key Links section below.
As we continue to evolve our fulfillment processes and offerings, we face several challenges and opportunities:
Challenges:
Opportunities:
Due to the not public nature of most of our projects, our product roadmap is internal.
We have Fulfillment FY25 Plans and Prioritization (also Not Public), that GitLab team members can reference to track all planned initiatives by theme.
To learn more about our roadmap prioritization principles and process, please see Fulfillment Roadmap Prioritization
The Fulfillment section encompasses four groups and nine categories. See GitLab categories for details on the section, stage, and groups organization, including a list of team members.
A list of Stable Counterparts can be found in the Engineering Fulfillment Sub-Department page
Team members can reference our Fulfillment FY25 Q3 OKRs (Internal).
We follow the OKR (Objective and Key Results) framework to set and track quarterly goals.
While we don't publicly share specific numbers, we monitor key metrics across support, self-service adoption, and revenue impact to ensure alignment with GitLab’s growth objectives.
See Fulfillment Recap issues for recaps of other recent milestone accomplishments and learnings (internal when needed).