Customer Use Case Adoption
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
- Drive cross-functional alignment around use case adoption across sales, customer success, product, data, finance, etc.
- Mature existing and new use cases and measures, including thresholds
- Build use cases as input into actions to drive the business
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-Q3. Given the workstreams aligned upon, the expectation is that CI will be 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 | 2024-01-31 |
Slack | #wg_customer-use-case-adoption |
Google Doc | Customer Use Case Adoption Scrum - Agenda |
Epic - Primary | Use Case Adoption Measurement & Improvement |
Epic - CI Adoption Initiatives | CI Adoption - Acceleration Proposals to drive CI ARR to 50% by FY24-Q3 |
Board | CI Adoption Initiatives - FY24 |
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).
- Improve CI Adoption ARR from 40% to 50% by the end of FY24-Q3
Roles and Responsibilities
Working Group Role | Person | Title |
---|---|---|
Executive Sponsor | Sid Sijbrandij | CEO |
DRI/Facilitator | David Tuan | Director, Strategy and Operations |
Functional Lead - CSM | Sherrod Patching | VP, Customer Success Management |
Functional Lead - Enterprise Sales | Mike Pyle | VP of Enterprise Sales |
Functional Lead - Marketing | Dave Steer | VP, Product Marketing |
Functional Lead - Product | Jackie Porter | Director, Product Management |
Functional Lead - Professional Services | Kevin Lake | VP of Professional Services |
Functional Lead - Developer Relations | Michael Friedrich | Senior Developer Evangelist |
Functional Lead - CI Adoption Data | Michael Arntz | Sales Strategy Manager |
Member - Chief of Staff Team (CoST) | Marshall Cottrell | Principal Strategy and Operations |
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 - Documentation | Susan Tacker | Director, Technical Writing |
Member - Growth | Paige Cordero | Senior Product Manager, Growth |
Member - Marketing | Saumya Upadhyaya | Senior Manager, Product Marketing |
Member - Marketing | Dan Hom | Product Marketing Manager |
Member - Product | Mike Flouton | VP of Product Management |
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
- 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
- Formalize “asks” of the Working Group by filing an issue against the CI Adoption - Working Group Asks epic to enable cross-functional visibility, collaboration, and prioritization
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