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Customer Success Operations

Mission

Customer Success Operations exists to create trust, predictability, and excellent customer outcomes through clear and efficient processes, consistency, and analytics.

What is our strategy?

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

Key Metrics (from Field Ops)

  1. Clarity: for definitions, processes, and events
  2. Visibility: to processes, data and analytics
  3. 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:

CS Ops Request Process

CS Ops Issue Flowchart

CS Ops Board, Groups, Projects, and Labels

CS Operations Board

Customer Success Operations Board

Groups

Projects

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:

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