View the TAM Handbook homepage for additional TAM-related handbook pages.
Customers who meet the following criteria are aligned with a Technical Account Manager. These criteria are reviewed annually and are subject to change:
It's not uncommon for a single customer to have different subsidiaries or business units with their own GitLab instances and contracts. In effect, each of these separate entities behaves as a separate customer from the perspective of the TAM - different points of contact, different initiatives, different strategic outcomes.
When evaluating whether a customer is TAM qualifying, we consider the size of the business unit, not the total ARR of a given customer, nor the total ARR of a parent account and all of their combined child accounts.
Customer Ahas $50k ARR spread across three separate business units spending $22k, $17k, and $10k respectively. None of those is TAM qualifying.
Customer Bhas $60k ARR spread across two business units spending $53k and $7k respectively. The business unit spending $53k is TAM qualifying, but the other is not.
There are various services a Technical Account Manager will provide to ensure that customers get the best value possible out of their relationship with GitLab and their utilization of GitLab's products and services. These services typically include the following. Please note this list is not definitive, and more services may be provided than listed or some may not be offered, depending on the size and details of the account.