Customer Success Operations cross-functionally aligns GitLab for a superb customer experience through trust in data, clarity in effective processes, and predictability in customer and GitLab outcomes.
Develop and operationalize Customer strategies leveraging analytics and insights for key expansion and renewal initiatives, resulting in increased net ARR.
Customer Success Operations creates and updates existing processes for the Customer Success organization. CS Operations oversees:
The CS Ops team also provides support for customer programs, renewals, and Gainsight.
Customer Success Operations provides support, content, and data analysis for all Customer Success teams.
The CS Ops team uses issues and issue boards to track our projects and tasks. If you need help with a project, please open an issue and add the ~CSOps label anywhere within the GitLab repo.
CS Operations uses a global issue board to capture and track issues in any group or sub-group in the repo.
See the global issue board for CS Ops Technical Writing.
gitlab.comgroup for epics that may include issues within and outside the Sales Team group.
Create issues in the CS Operations project.
Anything that takes longer than a day of work should be captured in an epic/multiple issues
Labels to use when creating new issues or MRs for CS Ops:
Team Specific or System Labels
Scoped Labels - used for tracking SDLC progress
Segment and Team Support Labels - for tracking where the request(s) came from
The peer review process (currently for issues related to Gainsight) allows CS Ops team members to have another member of the team review their work.
The issue owner is responsible for making sure the issue is completed in timely manner, including communicating to the peer reviewer when the issue needs to be completed. The peer reviewer is responsible for completing the review in the timeframe given by the issue owner.
Feel free to ask for a peer review for other any updates if you feel it would be helpful to have a second opinion.
To start the peer review process:
CS Ops::Awaiting Feedback