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|
|Jamie Reid||Enterprise||AMER West||Manager||Major|
|Ally Frusciano||Commercial||Global||Director||Territory & Key|
|Responsibility||Context||How We Measure|
|Account Reviews in 1:1s||
||Accounts are reviewed with CSMs on a weekly basis.|
|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.|
||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 for upcoming one-one-ones and the team at-risk call. This includes reviewing:
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.
The CSM Manager is responsible for developing and delivering a Quarterly Business Review for their team each quarter.
This cadence is used by CSM managers in their weekly 1:1 with their direct manager (Director or Vice President).
1st week is defined as the first full week of the month.
The following process is that used to calculate the President's Club Performance:
Final Tally: Top CSMs per team by points
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.