Customer Success Operations

Maintained by:

Mission

Customer Success Operations cross-functionally aligns GitLab for a superb customer experience through creating trust in data, clarity in effective processes, and predictability in outcomes.

Strategy

Customer Success Operations creates and updates existing processes for the Customer Success organization. CS Operations oversees:

Increase Net Retention
- Visibility: Align product analytics to the customer adoption journey
- Efficiency: Automation and digital content for all segments
- CS Strategy: deploy finite resources for best-in-class customer experience
Public Company Readiness
- Robust systems —> trustworthy data —> reliable insights
- Renewal predictability: Opportunity Health and Risks
Visibility, Accountability, Clarity
- Visibility: Sunlight is the best disinfectant
- Clarity & Accountability: everyone sings from the same music sheet

Key Metrics (from Field Ops)

Visibility: to processes, data and analytics
Clarity: for definitions, processes, and events
Accountability: to uphold to expectations and SLAs

Customer Success Operations Responsibilities

Customer Success Operations creates and updates existing processes for the Customer Success organization. CS Operations oversees:

Systems implementation and maintenance
Operational reporting
Systems enablement
Product analytics and renewal strategies
Fiscal Year planning and strategy
Operationalizing Customer Success Journeys

CS Ops Request Process

CS Ops Issue Flowchart

CS Ops Board, Groups, Projects, and Labels

CS Operations Board

Customer Success Operations Board

Groups

Use the GitLab.com group for epics that may include issues within and outside the Sales Team group
Use the GitLab Sales Team group for epics that may include issues within and outside the Field Operations group

Projects

Create issues under the "CS Operations" project.

Labels

The CS Ops team uses issues and issue boards to track projects and tasks. If you need help with a project, please open an issue and ad 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.

Labels to use:

CSOps - Label to track and manage all CS Operations related issues
CSOps::New - Issues that have not been evaluated
CSOps::Evaluation - Issues that are currently being scoped or considered but are not being actively worked on
CSOps::In_Process - Issues that are actively being worked on in the current week or sprint
CSOps::Blocked - Issues that are currently blocked by an internal or external prerequisite
CSOps::bug - Issues labeled as bug that's preventing existing workflows or outcomes
CSOps::Transferred - Issues that have been transferred to another team for review and/or completion
CSOps::Backlog - Issues that are not currently being evaluated or worked on
CSOps::Completed - Issues where the CS Ops team has completed their portion