Customer Success Teams

View the CSM Handbook homepage for additional CSM-related handbook pages.

Overview

CSMs aligned with AMER customers can use this handbook page to help define their processes and approaches that are unique to their segment. CSMs may have both Enterprise and Commercial accounts as defined by Sales segments.

Customer Lifecycle Journey:

Source

CSM Activities

Align & Onboard

Transitioning an account to a CSM during the pre-sales cycle helps the CSM set expectations early in the relationship and ensures a seamless experience as the prospect becomes a customer and enters onboarding. Aligning on a Success Plan and onboarding is critical to getting a customer started on a successful journey with GitLab. This is our opportunity to ensure the customer achieves value and success from the start of their GitLab usage. It also sets expectations on joint goals and the collaboration between the customer and GitLab.

View the CSM Handbook homepage for additional CSM-related handbook pages.

Overview

CSMs aligned with customers in APJ can use this handbook page to help define their processes and approaches that are unique to their segment.

View the CSM Handbook homepage for additional CSM-related handbook pages.

Overview

At GitLab, we take customer success seriously, and our Customer Success Engineer (CSE) team plays a pivotal role in ensuring our global customer base receives unparalleled support and assistance throughout their journey with us. As a team, we oversee key processes (listed below) that are designed to empower our customers, enable our sales counterparts, and drive overall customer satisfaction. This aligns perfectly with the common pattern of being customer centric across our company strategy.

View the CSM Handbook homepage for additional CSM-related handbook pages.

At GitLab, we understand that our customers’ success is our success. That’s why we have introduced the Customer Success Architect (CSA) role, our highest-rated technical product experts within Customer Success designed to provide you with the top-tier level of support and guidance throughout your journey with GitLab.

What can you expect from a Customer Success Architect?

1. A Trusted Advisor and Product Mentor: Your CSA is a CSM PLUS Product Coach; they are your trusted advisor and product mentor. With extensive tenure at GitLab and deep technical expertise, your CSA will provide you with the guidance and support you need to maximize the value of your investment in GitLab’s products and services. They will work closely with you to understand your business objectives, challenges, and technical requirements, and provide tailored guidance on the adoption of GitLab best practices that achieve your desired outcomes.

View the CSM Handbook homepage for additional CSM-related handbook pages.

Introduction

This handbook page defines processes and approaches that are unique to CSMs aligned with customers in EMEA. For further information about CSM activities, responsibilities and strategy, please have a look at the AMER CSMs handbook page and the CSM Handbook homepage.

Org Structure

CSM EMEA is further divided into different regions. There are four different teams:

• CSM SOUTH - responsible for customers in the south of Europe such as France, Italy and Spain
• CSM DACH - aligned with customers in Germany, Austria and Switzerland
• CSM NORTH - responsible for customers in northern Europe, for example in the UK and the Scandinavian countries
• CSM META - manages customers in the Middle East, Turkey and Africa
• CSA EMEA - responsible for Customer Success Architecture across the region

Team Contacts and Responsibilities

Michael Leutz is the director of CSM EMEA. Additionally, he manages the SOUTH, NORTH and META teams. The DACH team is led by Christina Souleles. The GitLab SME collaboration requests project contains a list of the Subject Matter Experts within CSM EMEA.