View the CSM Handbook homepage for additional CSM-related handbook pages.
This page provides an overview on relevant CSM leadership processes.
|Name||Sales Segment||Region||Level||Account Segment|
|Sherrod Patching||Enterprise & Commercial||Global||VP||All Segments|
|Taylor Lund||Enterprise, Commercial, & PubSec||Global||Manager||N/A|
|Christiaan Conover||Enterprise||AMER||Director||Strategic & Major|
|Chloe Whitestone||Enterprise||AMER East||Manager||Strategic|
|Sophie Pouliquen||Enterprise||AMER East||Manager||Major|
|Tiffany McAtee||Enterprise||AMER East||Manager||Major|
|Erica Sivak||Enterprise||AMER West||Manager||Strategic|
|Jamie Reid||Enterprise||AMER West||Manager||Major|
|Chenje Katanda||Enterprise||EMEA (NEUR)||Manager||N/A|
|Ally Frusciano||Commercial||Global||Director||Territory & Key|
|Responsibility||Context||How We Measure|
|Account Reviews in 1:1s (weekly)||
||CSM/Manager shows a knowledgeable understanding of their book of business, and competency in CSM motion|
|Reviews & Coaching||
||Managers follow the review guidelines documented, review outside of the 1:1|
||1-2 calls per week (total) from Chorus for their team.|
|Team development (quarterly)||
||An active IDP in place for every team member, reviewed on a quarterly basis|
|Escalations||It is the role of the manager to understand the escalation process, coach their CSM through it, and step in to assist in managing when the CSM is not getting the progress needed.||Active manager participation in an escalation, including ensuring the update cadence is met and the teams are aligned|
Below are some of the top processes to be performed by CSM Managers on a recurring cadence. The overall goal is to ensure the CSM Manager has a strong grasp on their team's group of customers through various data points (health, Support tickets, Onboarding objects, renewals, etc.). Resources such as Dashboards and videos are included for easy reference.
For CSM Managers, here is a short checklist to assist in the review:
Accounts are assigned at point of sale by the CSM Manager when a new Account in their region fits the criteria in CSM Responsibilities and Services.
When an Account meets the criteria, the following will happen:
CSM Namefield on the C360 account page in Gainsight (only managers have the ability to edit this field)
While the SAE owns the transition-to-CSM aspect, the CSM Manager will then ensure the new account is assigned to a CSM and Onboarding has commenced.
On a regular basis, the CSM Manager should review their team's active Onboarding plays. The Onboarding plays can be reviewed with each individual in one-on-one meetings. Onboarding is measured by the time to value metrics. Consider:
On a regular basis the CSM Manager should review their team's Success Plans. At a minimum, the review should include:
The CSM Manager should then work with their team to help the CSM drive up and demonstrate value to the customer.
On at least a monthly basis, review accounts within your region in preparation for a biweekly At-Risk call. This includes reviewing:
Details for all at-risk account should be captured in Gainsight using an
At-Risk Update timeline entry. These updates are synced to Salesforce, and reports used to review at-risk accounts draw on these updates.
At-risk customer meetings are conducted on a regular basis across regions and at a global level. The table below provides an overview of the different meetings conducted.
|Global CSM||Weekly; alternating biweekly for EMEA and APAC friendly times||VP of Customer Success, VP of CSMs, CSM Regional Directors and/or Managers, Director of Renewals|
|AMER ENT West||Biweekly||CSM: Director, Managers; Sales: AVP, ASMs; Renewals: RM Manager|
|AMER ENT East||Biweekly||CSM: Director, Managers; Sales: AVP, ASMs; Renewals: RM Manager|
|AMER COM||Weekly||CSM: Director, Managers; Sales: AVP, ASMs|
|EMEA COM||Weekly||CSM: Director, Managers; Sales: AVP, ASMs|
|APAC||Bi-Weekly||CSM: Manager; Sales: AVP, ENT & COM ASMs|
|Public Sector||Biweekly||VP of Customer Success, VP of Public Sector, Director of Customer Success, ASMs, CSM and Renewals Team Managers|
Regional at-risk review meetings are to ensure cross-functional alignment on at-risk accounts. The purpose of the meeting is:
CSM Managers align with their team members about any agreed-upon action items or updates for customers, and those details are captured in an At-Risk Update by the CSM, who will manage and coordinate the defined next steps.
The regional at-risk meetings use a specified format, to ensure consistent action & alignment on at-risk customers globally:
For each cohort listed below, we will discuss the following details:
- What is the primary driver of risk?
- What do we need to accomplish to mitigate the risk?
- Next steps & ownership
- At-risk renewals in current FQ
- At-risk renewals in next FQ
- All At-risk customers above $100k ARR (any FQ)
- Any other customers that warrant discussion outside of those groups
Reports for review
- FQ At-Risk Accounts $100k ARR and Above [Update linked report to one for your region]
Update the date range for
Close Date at the top of the report to view the relevant fiscal quarter. Doing it this way allows us to work from a single report across all relevant customer cohorts. The priority in this meeting is current FQ and next FQ, but as time permits other at-risk customers should be reviewed.
The CSM Manager(s) within the region should drive the meeting, in collaboration with the Renewal Manager leadership and ASMs as appropriate for each customer. Discussion and action should be driven by the Salesforce report for the region, working from
At-Risk Update details and Renewal Manager notes.
At least twice-monthly the CSM Manager should review their region's dashboard for upcoming renewals and review questions such as:
The CSM Manager should then work with their CSM to ensure collaboration with the GitLab team (SAE/AE, SA, and CSM) for a successful renewal.
This review also leads into the regional review meeting to ensure the right information and plans are documented.
Moving to one exception process through SFDC chatter. Sales-comp is tagged on chatter for the required exception with the required approval. If it is a CSM pooled field change request then the comp team will process it and reply back on chatter. If it is a Renewal Rate/Growth ARR opportunity exception then the applicable exception checkbox is checked on the opportunity by the comp team and replied to the team by tagging the requestor. System team can help create a chatter report for the teams to view and this helps to collate all requests in one place.
The CSM Manager is responsible for developing and delivering a Quarterly Business Review for their team each quarter.
This is a suggested cadence that can be used by regional CSM managers in their weekly 1:1s with the CSM VP, and additionally used for other CSM Manager 1:1 meetings
1st week is defined as the first full week of the month.
At part of presenting information to the GitLab Board of Directors, CSM leadership are responsible for providing updates on our top customers.
CSM managers are tasked with providing summary details for the Board of Directors reporting quarterly for the top 50 customers. These updates are high level, focusing on key details. Here are the best practices for these updates:
Things that don't belong in updates include:
As a mental model, consider the details you would share with a member of the board if you were in an elevator with them and needed to provide a brief summary of the most significant details for the customer's current status and direction.
President's Club criteria and processes are documented in the GitLab internal handbook.
Managers have the responsibility of evaluating and providing feedback on team member performance. We have resources available to help with this:
The CSM Manager should provide regular coaching and guidance on where a CSM stands and how to fill any gaps before they are eligible to be promoted. When a CSM is ready for promotion, the CSM Manager should collaborate with the CSM on the promotion document. When building the doc, it is important to lead with the results the CSM has achieved, supported with links to content, issues, MRs, etc.