View the TAM Handbook homepage for additional TAM-related handbook pages.
The TAM Manager is responsible for developing and delivering a Quarterly Business Review for their team each quarter.
The Quarterly Business Review is a tool to evaluate, report on, learn from the actions and performance of the team over the quarter, and share asks and priorities for the next quarter. TAM QBRs follow the same schedule as Sales QBRs, and should be presented during Sales QBR sessions for the TAM Manager's region.
Each quarter, a TAM QBR presentation template is developed to assist managers in developing their QBR with emphasis on the details that Customer Success and the TAM organization is focused on. Use this template as a starting point, and add additional details that are relevant to your team's story.
There are several key metrics that TAM Managers track, which are reported as part of QBRs. Use the guidelines for each of the metrics listed below to calculate your team's performance.
NOTE: All linked reports are in Salesforce or Gainsight, and are only available internally to GitLab employees.
Net Incremental Account Contract Value - Growth (Net IACV - Growth) is the metric used for TAM account growth. Your team's quota and attainment calculation uses this figure.
In the QBR presentation you may see this referenced as "IACV attainment" or "Net IACV attainment" which, while those are in fact their own metrics, in this context all refer to Net IACV - Growth.
Net IACV - Growth attainment is represented as a percentage, showing what your team attained against your team's target. To calculate your team's quarterly attainment, follow these steps:
Grand Totalvalue on the
Sum of Net IACVline. We will refer to this value as
(Attained / Target) * 100.
The result is your team's Net IACV - Growth attainment as a percentage of your team's quarterly target.
Renewal rate indicates our performance on keeping the customers that we have, and growing them.
Gross renewal is the total renewal for all accounts in the region for the specified time period, regardless of TAM alignment. In other words, it covers accounts that have a TAM and accounts that do not have a TAM. Gross renewal is driven by Renewal ACV.
Net renewal represents growth as part of renewal. It is driven by Incremental ACV.
NOTE: Renewal Rates and Retention Rates are two different things. Example:
Renewal ACV Closed Won/ (
Renewal ACV Closed Won+
Renewal ACV Closed Lost+
To calculate the Gross Renewal Rate for your region, use the following steps:
Sum of Renewal ACV
Sum of Incremental ACV
Closed Won: What was actually renewed. We will refer to this value as
Grand Total: What was up for renewal. We will refer to this value as
(Renewed / Available) * 100.
The result is your team's renewal rate as a percentage. Gross retention cannot exceed 100%, so if you have a value above 100, double-check your math.
When reporting on outcomes from the quarter that just ended, the
Renewed values are used to provide what was up for renewal in the quarter and what renewed, respectively.
In addition to reporting on what already happened, TAM QBRs also look at what's coming in the new quarter. Part of that is forecasting renewals.
There are two key metrics for forecasting renewal:
Forecast renewal rate is what's most likely to renew as a percentage of what's up for renewal. To calculate this, use the following steps:
Sum of Renewal ACVline, find the
Grand Total. This is everything up for renewal. We will refer to this value as
Sum of Renewal ACVline from the previous step, calculate the following:
Best Case + Commit + Closed. We will refer to the value from this calculation as
(Most Likely / Available) * 100.
The result is your team's forecast Most Likely renewal rate, as a percentage.
The schedule of TAM QBR presentations may vary each quarter, but typically QBRs are presented by each manager to the rest of the TAM leadership in a dedicated session, and then each TAM Manager presents their QBR during their region's Sales QBR sessions.
When presenting your QBR during Sales QBR sessions, you may have a very limited amount of time for your presentation. Have a plan to present your QBR with a focus on the highlights, and consider assembling an abbreviated version of your presentation.