We have identified these as the most common types of risk in an account…
Based on the identified type of risk, the CSM can use some of the following questions to dig a bit deeper into the risk that may help identify mitigation options…
Do you know how to regularly prune inactive users?
Are you aware of our "User Cap" functionality?
What is the integration plan and timeline with the new entity?
Will you be required to adopt their toolchain?
Do they have any existing MSA's in place that you'll be required to follow?
What tools does the new entity use?
Do you anticipate a re-hiring of laid-off workers? If so, what's the timeline?
What's your fiscal year?
Have you budgeted for a certain number of users?
Do you have a growth plan for adding users over time?
Do you understand our licensing (ie, true-ups)?
What are your devops priorities? How can we align with those?
How can we help you adopt greater use and derive greater value from GitLab?
Where do you feel you're getting the most value out of GitLab right now?
Where do you feel you're getting the least value out of GitLab right now?
Where do you feel other products are stronger or provide more value that GitLab?
Is this a pricing issue or a feature issue?
Have you worked with your CSM on a prioritized list of features?
What feature(s) do you need **right now** to continue using GitLab?
Where do you see more opportunity to replace other tools if GitLab was more mature?
We should generally begin by presenting our DevSecOps Maturity Score demonstrating to the customer their current usage of GitLab Secure. Once they understand the level to which they're using Secure, we can dig a bit deeper with some discovery questions…
What kind of security tests are mandated or recommended within your organization?
What tools are you using to meet those mandates?
Does your organization have a concrete shift-left or DevSecOps initiative in play?
Are you aware that you can enforce compliance and security testing at the group level using our compliance frameworks?
Who is in charge of maintaining GitLab going forward?
Is there someone in your organization in charge of tool adoption or change management?
Once we know the risk and done some discovery into that risk, we have some options available to help mitigate that risk…