Customer Use Case Adoption

Drive cross-functional alignment around use case adoption as the north star KPI and #1 predictor of Churn & Contraction.

Purpose

This working group is charged with driving the necessary cross-functional alignment, prioritization, and execution required to deliver improved customer adoption of key use cases within the GitLab platform. Following the 2023-05-16 Sales Key Review, there was a high-priority focus on driving customer use case adoption as the north star KPI and #1 predictor of Churn & Contraction. The formation of this working group was a direct outcome to accelerate efforts to win against GitHub and reduce Churn & Contraction.

Desired Outcomes

  1. Drive cross-functional alignment around use case adoption across sales, customer success, product, data, finance, etc.
  2. Mature existing and new use cases and measures, including thresholds
  3. Build use cases as input into actions to drive the business

FY25 Scope: CI and Security & Compliance

FY 25 Yearlies have specific goals around both CI and Security & Compliance adoption, and this working group is re-aligning to support and service both use cases.

FY24 Refocusing of Working Group on CI Adoption

Effective 2023-08-17, the focus of the Customer Use Case Adoption working group pivoted explicitly to CI Adoption and driving the cross-functional workstreams required to achieve CI Adoption ARR of 50% by the end of FY24-Q4. Given the workstreams aligned upon, CI was the only Use Case focused on by this working group for the remainder of FY24.

Attributes

Property Value
Date Created 2023-05-16
Target End Date 2025-01-31
Slack #wg_customer-use-case-adoption
Google Doc Customer Use Case Adoption Scrum - Agenda
Epic - Primary Use Case Adoption Measurement & Improvement
Overview & Status See Exit criteria below

Exit criteria

Note that these goals are aspirational so we set a high bar (and potentially achieving something that is good enough vs. setting a low bar and not achieving something that is good enough).

FY25

Included in our FY 25 Yearlies is a goal to Accelerate visibility into usage and drive value by driving CI, Compliance and Security adoption. Supporting this Yearly are two (2) objectives:

  • 80 of top 100 (child account) largest customers utilizing CI
  • 65% of Ultimate ARR utilizing Security & Compliance

FY24

Roles and Responsibilities

Working Group Role Person Title
Executive Sponsor David DeSanto Chief Product Officer
DRI - CI Mike Flouton VP, Product Management
DRI - Security & Compliance Hillary Benson Senior Director, Product Management
Facilitator David Tuan Director, Strategy and Operations
Functional Lead - CSM Michael Leutz Director, Customer Success Management, EMEA
Functional Lead - Sales Open - TBD
Functional Lead - Marketing (CI) Dan Hom Product Marketing Manager
Functional Lead - Product (CI) Jackie Porter Director, Product Management
Functional Lead - Product (Security & Compliance) Sam White Group Manager, Product Management
Functional Lead - Professional Services Brian Will Senior Manager, Professional Services
Functional Lead - Developer Relations Michael Friedrich Senior Developer Advocate
Functional Lead - Customer Adoption Data Michael Arntz Sales Strategy Manager
Functional Lead - Enterprise Data Israel Weeks Director, Data and Analytics
Member - Customer Success Management Sherrod Patching VP, Customer Success Management
Member - Customer Success Management Luke Stahlman Senior Customer Success Manager
Member - Customer Success Management Rachel Fuerst Senior Public Sector Customer Success Manager
Member - Customer Success Operations Nishant Khanna Senior Customer Success Operations Analyst
Member - Digital Customer Success Michelle Harris Senior Program Manager, Customer Programs
Member - Enterprise Data Miles Russell Senior Analytics Engineer
Member - Growth Paige Cordero Senior Product Manager, Growth
Member - Marketing Dave Steer VP, Product Marketing
Member - Professional Services Niyati Shah Senior Director, Education Services
Member - Sales Strategy Brandon Butterfield Senior Sales Analytics Analyst

Multimodal Communication

  • Apply the following labels to issues and epics to enable tracking and team wide visibility
    • WorkingGroup::UseCaseAdoption
    • UseCase::CI (CI)
    • UseCase::Security (Security & Compliance)
  • Apply the appropriate Working Group status labels for issues or epics
    • wg-status::Not Started
    • wg-status::Ready
    • wg-status::In Progress
    • wg-status::Blocked
    • wg-status::Complete
    • wg-status::Cancelled
  • Formalize “asks” of the Working Group by filing an issue against the Use Case Adoption - Working Group Asks epic to enable cross-functional visibility, collaboration, and prioritization
Last modified March 22, 2024: Updating Functional Lead for Professional Services (68444677)
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