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. This aligns perfectly with the common pattern of being customer centric across our company strategy.

For the ARR thresholds for the CSE customer segment please reference this Wiki page (GitLab Internal).

1. Customer Enablement Webinar Program:

  • Informative and interactive webinars for customers.

  • Empowers customers with GitLab knowledge and skills.

  • Enhances adoption, productivity, and business goals.

  • Builds trust and fosters long-term relationships.

2. Onboarding Cohort Initiative:

  • Seamless and successful onboarding experience.

  • Personalized support in small groups (cohorts).

  • Reduces learning curve, and accelerates time-to-value.

  • Improves overall customer satisfaction.

3. Pooled CSE Model for Key Accounts:

  • Collaboration with sales for high-risk or expansion accounts.

  • Offers technical expertise and support.

  • Ensures top-tier attention, leading to retention and expansion.

  • Drives ultimate customer success.

4. Automated Email Campaign Process:

  • Timely automated emails at key customer lifecycle points.

  • Provides valuable insights, tips, and resources.

  • Supports customer success and keeps customers engaged.

  • Enhances communication and customer satisfaction.

Operating Rhythm and Active Campaigns

Customer Lifecycle Journey Scale CSE

The CSE operating rhythm outlines procedures CSEs use to engage with customers as well as how account owners can request CSE engagement outside of the normal operating rhythm during the customer lifecycle.

Active Campaigns: Email Content - GitLab Internal Only

For an additional overview of our CSE team-specific responsibilities, please reference our Job Family: CSE Responsibilities & Requirements


CSE New Team Member Onboarding
View the CSME Handbook homepage for additional CSME-related handbook pages. Overview As a CSE, your onboarding experience will be a blended learning experience that includes virtual synchronous meetings, a self-paced role-based learning path on GitLab University, and a hands-on virtual workshop called Sales Quick Start (SQS). Your role based learning path is highlighted in this role-specific onboarding guide. Please make a copy of this document and check off items as you complete them.
CSE Operating Rhythm
View the CSM Handbook homepage for additional CSM/CSE-related handbook pages. CSE Team Customer Engagement Types There are several different ways that the CSE team engages with customers, including: Targeted campaigns run from Gainsight Monthly Webinars and Labs GitLab Onboarding Cohorts Sales Driven CSE Engagement Request Targeted Campaigns Customer Success Operations and CS leaders determine, based on various GitLab health metrics, a set of outreach campaigns to drive customer interactions that will help improve GitLab adoption and usage.
CSM/CSE Webinar & Hands-On Labs Calendar
On this page View the CSM Handbook homepage for additional CSM/CSE-related handbook pages. Watch previously recorded webinars on our YouTube Playlist. Upcoming Events We’d like to invite you to our free upcoming webinars and labs in the month of March 2024. If you know someone who might be interested in attending, feel free to share the registration links with them. Everyone is welcome, and we hope to see you there!
Customer Onboarding Best Practices
View the CSM Handbook homepage for additional CSM/CSE-related handbook pages. Onboarding Best Practices Deck During onboarding it’s critical to ensure customers have confidence in foundational areas to ensure their continued success. The areas we’ve identified are: Best practices for setting up group/project hierarchy User authentication and authorization Early DevSecOps adoption This should be covered in the initial technical onboarding call with the customer, for instance the 21 day check-in call for CSEs.
Last modified February 16, 2024: Add CSE onboarding HB page (832171d4)