Customer Success Operations

1. You are here:
2. Handbook
3. Sales
4. Field Operations
5. Customer Success Operations

Maintained by:

Jeff Beaumont

@jdbeaumont

On this page

• On this page
• What we do
• Who we work with
• CS Ops Request Process
• CS Ops Board, Groups, Projects, and Labels
  • CS Operations Board
  • Groups
  • Projects
  • Labels

What we do

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

The CS Ops team also provides support for customer programs, renewals, and Gainsight.

Who we work with

Customer Success Operations provides support, content, and data analysis for all Customer Success teams.

CS Ops Request Process

CS Ops Board, Groups, Projects, and Labels

CS Operations Board

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.

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 in the CS Operations project.

Labels

Labels to use when creating new issues or MRs for CS Ops:

• CSOps - Use to track and manage all CS Operations-related issues and MRs.
• CSOps::Need_More_Info - Requires additional information from the requester, or lacks information to complete the request.
• CSOps::Ready_for_Assignment - Ready to be assigned and prioritized by CS Ops.
• CSOps::In_Process - Actively being worked on in the current week or milestone.
• CSOps::Blocked - Currently blocked by an internal or external prerequisite.
• CSOps::Ready_to_Deploy - The issue is ready for deployment.
• CSOps::Completed - The CS Ops team has completed their work.
• CSOps::Transferred - Transferred to another team for review and/or completion.
• CSOps::Backlog - Not currently being evaluated or worked on.
• CSOps::bug - A bug issue to be addressed by CS Ops.
• CS Ops Technical Writing - Assigned to the CS Ops technical writers for review or creation of copy.