CSM Segments

View the CSM Handbook homepage for additional CSM-related handbook pages.


Overview

The Customer Success Manager organization is distributed across different customer segments, following a regional approach and Annual Recurring Revenue.

Segments


AMER CSMs
View the CSM Handbook homepage for additional CSM-related handbook pages. Overview CSMs aligned with AMER customers can use this handbook page to help define their processes and approaches that are unique to their segment. CSMs may have both Enterprise and Commercial accounts as defined by Sales segments. Customer Lifecycle Journey: Source CSM Activities Align & Onboard Transitioning an account to a CSM during the pre-sales cycle helps the CSM set expectations early in the relationship and ensures a seamless experience as the prospect becomes a customer and enters onboarding.
APJ CSMs
View the CSM Handbook homepage for additional CSM-related handbook pages. Overview CSMs aligned with customers in APJ can use this handbook page to help define their processes and approaches that are unique to their segment.
CSEs
View the CSM Handbook homepage for additional CSM-related handbook pages. Overview At GitLab, we take customer success seriously, and our Customer Success Engineer (CSE) team plays a pivotal role in ensuring our global customer base receives unparalleled support and assistance throughout their journey with us. As a team, we oversee four key processes (listed below) that are designed to empower our customers, enable our sales counterparts, and drive overall customer satisfaction.
EMEA CSMs
View the CSM Handbook homepage for additional CSM-related handbook pages. Overview CSMs aligned with customers in EMEA can use this handbook page to help define their processes and approaches that are unique to their segment.