Customer Success

Welcome to the Customer Success Handbook

The Customer Success department is part of the GitLab Sales function who partners with our large and strategic customers to deliver value throughout their journey with GitLab.

On this page

Mission Statement

To deliver value to all customers by engaging in a consistent, repeatable, scalable way across defined segments so that customers see the value in their investment with GitLab, and we retain and drive growth in our within our enterprise customers.

Department Initiatives

Our large and strategic customers are in need of an ongoing partnership that combines expert guidance with flexibility and adaptability to support their adoption and continuous improvement initiatives.

These customers expect that partner to provide a streamlined, consistent and fully coordinated experience that encompasses the full span of their needs as well as the fully lifecycle of the relationship. Need to focus on 3 main areas in order to grow in our existing accounts as well as land large and strategic:

  1. Awareness
  2. Adoption
  3. Usage

Initiative: Awareness

Opportunity to improve the overall awareness of GitLab in order to promote and evangelize our brand and solution in a meaningful way to provide big business impact to our customers so that they believe in our vision and strategy.

Initiative: Adoption

Ensuring paying customers are successful in their onboarding in order to gain adoption and get the most out of our platform and remain happy, paying GitLabers and brand advocates.

Initiative: Usage

Collecting and making use of customer data and insights is key to customer success. It’s important to do more with data and when necessary share back with customers, which in turn helps and encourages our customers to improve and drive adoption.

Customer Success Groups

Solutions Architects

Implementation Engineers

Technical Account Managers

Other Resources

Other Sales Topics

Customer On-boarding Process

This content has moved to the Account Management Handbook

Customer Success & Market Segmentation

For definitions of the account size, refer to market segmentation which is based on the Potential EE Users field on the account.