Customer Onboarding

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2. Handbook
3. Customer Success
4. Technical Account Management Handbook
5. Customer Onboarding

Maintained by:

On this page

• Gainsight C360 Fields

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

Customer Onboarding is the beginning phase of the customer lifecycle.

When a customer purchases or upgrades GitLab to an ARR of $50,000 or greater, a Call To Action (CTA) is triggered within Gainsight for new Enterprise (50k+ ARR) and Mid-Market (20k+ ARR) accounts. A CTA is created for the TAM Manager if the TAM field is not populated. Once populated, an Onboarding CTA is kicked off for the TAM. The Onboarding CTA creates a Playbook with guided steps for the next several weeks.

The CTA guides the TAM through the initial customer engagement. The tasks and associated content are as follows:

1. Complete internal transition with the SAL/AE and SA, covering the Command Plan, adoption goals and priorities and stakeholders
2. Send TAM Welcome Email introducing themselves and the role of the TAM (TAM sends, template in Gainsight)
3. Hold Kick Off Call Using Kick Off Deck
4. Document Customer Attributes in Gainsight
5. Hold 1st Cadence Call Focusing on Future Growth
6. Send Customer Satisfaction Survey & Swag Email (TAM sends, template in Gainsight)

Use the Gainsight TAM Dashboard and the Customer Onboarding Dashboard to manage customers currently in Onboarding.

Please also review our TAM and Support interaction page as well as our Support handbook section to assist with sharing support information with customers.

While an Onboarding CTA is an automated process, it can also be created manually by going to the Cockpit, clicking + CTA and then choosing the Onboarding playbook.

Gainsight C360 Fields

During Onboarding, the TAM should also review the fields in the C360 to create a full picture. Here are a few examples:

1. Fields in the Attributes section
2. TAM Sentiment
3. Stage Adoption
4. Customer Deployment Types