Customer Programs creates communication paths using Gainsight to inform, educate, and learn from our customers.
You can see more information about what we do and our strategy in the following decks:
The Customer Programs team creates content for the wider GitLab community.
We are in the process of converting popular email program series into a static location in the GitLab Docs site. See more about this project in the Convert Emails to Docs epic.
We support TAM-assigned and digital-only customers, and provide email programs, webinar planning, and survey information to our TAM and other teams within GitLab.
Programs follow the lifecycle of the customer, from onboarding to enablement to retention.
Programs can be any of the following:
Customer programs are sent to our GitLab Admin contacts. Monthly newsletters are sent to all accounts, but email programs do not include PubSec accounts.
Programs may also be sent to Sold To contacts, for our web-direct customers using Commercial and Enterprise.
For our TAM-assigned, or digital-only customers, we require a GitLab Admin contact to be added to the following deals at the time of the opportunity approval submission:
New - First Order
New - Connected
You may add a GitLab Admin contact at any point in the customer lifecycle.
To add a contact using Gainsight:
GitLab Adminfrom the picklist.
To add a contact using Salesforce:
GitLab Adminfrom the picklist.
See our GitLab Admin contact required page for more information.
Programs are available to specific customer types.
The programs below are available to all customers.
|Onboarding intro and enrollment||Onboarding||Copy doc||Customer within the last 3 days|
|Onboarding series||Onboarding||Copy doc||Customer ~3 days|
|Post-Onboarding Survey||Onboarding||Copy doc||Participants completed onboarding series|
|Customer Use Case: CI||Enablement||Copy doc||Customer ~30 days|
|Customer Use Case: DevSecOps||Enablement||Copy doc||Customer ~60 days|
|Monthly Newsletters||Enablement||Epic||Sent Monthly on Fridays|
|NPS/CSAT Post-Onboarding Survey||Onboarding||Issue||Customer since = 60 days|
|NPS/CSAT Pre-Renewal Survey||Retention||Issue||Next renewal date = 120 days|
|Monthly Webinar Invitations||Enablement||Epic||Sent monthly depended on event date|
|Post Churn Survey||Retention||Issue||Opportunity marked Closed-Lost, Active Subscription = 0|
The programs below are available to TAM-assigned accounts only.
|Intro to GitLab CS (not yet live)||Onboarding||Copy doc||When a customer is first assigned a TAM|
|AE <> TAM Introduction (not yet live)||Onboarding||Copy doc||When a customer is first assigned a TAM|
|Monthly Newsletters*||Enablement||Epic||Sent monthly on Fridays|
|NPS/CSAT Post-Onboarding Survey*||Issue||Customer since = 60 days|
|NPS/CSAT Pre-Renewal Survey*||Issue||Next renewal date = 120 days|
* Monthly newsletters require a GitLab Admin contact
You may request new programs, such as an email series, contribute to existing programs, or update programs. We provide issue templates for ease of use.
To request a new program or update an existing program:
Select the appropriate template:
CS Ops will assign the request. For urgent issues, or questions about the request, make an
@mention to a Gainsight administrator.
Program emails intended to be sent as a sequence have been added as playbooks in Gainsight. These need to be sent manually by the TAM. They are set up to facilitate reminders and make this process easy, while we learn how customers want to engage.
See the Customer Success Playbooks page for a list of current playbooks.
To use a playbook to send emails:
Type, choose Digital Journey.
New Customer Digital Onboarding - Self-Managed Email Series, which will add a checklist for each email in the sequence.
We apply A/B testing to every digital-only program. The Customer Success Operations team created a rule that puts each customer into either A or B.
See more about how we set up A/B testing on the issue page.