View the TAM Handbook homepage for additional TAM-related handbook pages.
This page covers the factors to consider for customer health, guidelines for selecting the appropriate rating, communication guidelines, instructions for the account triage issue creation, and updating the health assessment in Gainsight.
The following guideline will provide Technical Account Managers (TAMs) guidance to choose the right health assessment for their customer account. Health considers both delivery of value and outcomes to customers and business impact to GitLab. The following are the categories to assess and associated risks with each.
The items below serve as guidelines for the TAM to assess and record customer health and should consider where the customer is their lifecycle journey.
Engagement, adoption and experiences are as expected or better than expected, delivering value and outcomes as appropriate the customer's stage in their journey.
Engagement, adoption and/or experiences are lower than expected, risking GitLab's ability to deliver customer value and outcomes and/or drive future revenue growth.
Engagement, adoption and/or experiences are significantly lower than expected where issues are blocking GitLab's ability to deliver expected value, outcomes, or positive experiences as defined by the customer. There is a direct impact to renewal in terms of churn (e.g., loss of customer, reduced seats, tier downgrade, discount related to missed expectations)
The following are guidelines on who to notify when an account is yellow or red. Please make sure the following people are notified with the respective customer health ratings.
The TAM is responsible for coordinating with all relevant parties to develop a plan to address the risks. Typically, this will involve the account team and communication group (above), as well as other resources such as Product Managers, marketing, executive or engineering resources meeting to develop and deliver the plan to address the risks. The TAM then drives execution of the strategy and is responsible for regular updates to the triage issue. When the risks have been addressed bringing the customer to a healthy / green status, the triage issue can be closed.
The two fields TAMs update are TAM Sentiment and Product Risk, with each having a different weight in determining overall account health. The guidelines are as follows:
To update a customer's TAM Sentiment and Product Sentiment:
If you would like to add a note corresponding to the health score (recommended), go to the account's scorecard and click on the TAM or Product Sentiment. Then click the plus button, choose "Update" or "Call", then input your notes and log.
Please note that if you update a health score from logging an activity (such as in the above example), the change will not be reflected for the account until the following day. If you change it directly from your dashboard or the account's scorecard, it will update immediately.
You will receive CTAs automatically to update health scores if they are out of date (monthly for Enterprise accounts and quarterly for Commercial).
There are a number of enablement videos you can watch to learn how to update customer health assessment and log activities that affect that assessment.
There are additional health score criteria that are automatically created and do not require manual updating, including:
To manually create the triage CTA, perform the following steps:
Automatic triage CTA creation is triggered by the Gainsight rule
CTA - Create Triage CTA when health becomes Red or Yellow the next day.
When creating an issue in the Account Triage project, the default template will set up the details you should include. Follow the instructions laid out in the issue description by the template for what information should be documented in the issue.
When creating triage issues, it's important to apply the correct labels to the issue, so that we can easily track, have a holistic view of the at risk accounts, and be able to triage regionally and/or by priority. It is expected for each issue to contain one of each of the below label categories. Please refer to the issue template for more details on how to use them.
~HS::Green: Green Health Rating
~HS::Yellow: Yellow Health Rating
~HS::Red: Red Health Rating
~E&AExpected and Avoidable
~E&UExpected and Unavoidable
~U&AUnexpected and Avoidable
~U&UUnexpected and Unavoidable
~risk::lack of adoption
~risk::lack of engagement
~risk::loss of sponsor or champion
~risk::other organizational factors
~risk::lack of budget