CSE Content

Welcome to the Customer Success Engineering Content Handbook

QuickLinks

Team Workflows, Planning and Collaboration

Issue Boards

• Content Development
• Content Idea Backlog
• Program Development
• Release Management

Roadmap

• Customer Success Engineering Roadmap

Team Resources

• Webinar and Labs Calendar

Want to work with the team?

• Content Idea Template
• Raise Content Bug

CSE Content Team Strategy

The main goals of the CSE Content team are to:

• Produce High-Quality, Customer-Aligned Content in support of Customer Sucess Engineering goals, aligned with market needs
• Effectively market all content
• Establish Clear Metrics for data driven analysis
• Foster Cross-Functional Collaboration

Team members and focus areas

We are members of the Customer Success Engineering team.

Content Catalog

The Content team creates content that will be maintained and can be reused for customers to consume.

You can search for relevant content and contact the team in the linked content projects or in the #cse-content-team Slack channel.

The following sections provide an overview of all content assets, and links to find them.

Environments/Infrastructure to support Demonstrating Content

• Build Your Own - Self service public cloud infrastructure/tooling/environments. Individual AWS account or GCP project access documented in the Sandbox Cloud Realm handbook pages and accessed through gitlabsandbox.cloud.
  • Use Cases:
    • Competitor analysis/demonstration/exploration
    • Personal runner/fleet demonstration/exploration
    • Self-managed deployment
    • Customer environment simulation
    • Self maintained deployment target(s)
• Self-Managed - Shared Customer Success Omnibus instance cs.gitlabdemo.cloud (internal) with visibility of Admin areas accessed through gitlabdemo.cloud, maintained by the Demo Architecture team.
  • Use Cases:
    • Self-managed demonstration/exploration
    • Admin area demonstration/exploration
    • User impersonation
• SaaS - GitLab Licensed Demo Groups Premium and Ultimate Access Request (internal).
  • Use Cases:
    • License tier comparisons
    • Personal exploration of the platform
    • Adhoc demonstration area
• Produce effective demos with OBS Studio (internal)

Webinars

Note: Recordings are stored in the Webinar Master Recordings folder (internal)

Labs

Content Creation Process

The CSE Content team creates, promotes, and distributes content that is focused on customer enablement and adoption of GitLab features, tools, and best practices. The types of content we currently create are Short Form Demos, Labs, and Webinars. This content is initially designed for the 1:many audience use by our Customer Success Engineers, but we aspire for the content to be used and adapted to 1:1 customer engagements and other uses within GitLab.

Suggesting Content

We are always taking suggestions for new content to enable customers. Please visit our content idea backlog here to see if a topic already exists; and you also can submit an idea for content here using our ideation template if the content piece that you have in mind has not already been suggested.

Submissions will be reviewed and refined on a quarterly basis during our backlog review, facilitated by the team’s Content Architect. If an idea is chosen for creation, it will be promoted to an epic in the Customer Success Engineering Group and assigned issues for the creation process associated with that content type. While this is a collaborative process, the Director of the Customer Success Engineering team has the final say on which content will be created each quarter.

While our goal is to establish a more structured process that we can measure to ensure it delivers value to our customers, CSEs are encouraged to research topics as needed for customer needs or personal growth. CSEs are asked to please discuss any content projects outside of the official CSE Content Team process and workflow directly with their managers. We are working toward a set of quality assurance guidelines and standards which one can use to independently evaluate personal projects that they may want to propose be adapted to a future webinar or lab.

Content Idea Lifecycle

flowchart LR
    A([Start]) --> B[/fa:fa-lightbulb Idea/]
    B -->|Issue Created| C[(Backlog)]
    C --> D[/fa:fa-star GitLab Priorities/]
    C --> E[/fa:fa-chart-simple Historic Attendance/]
    C --> F[/far:fa-lightbulb Existing Backlog/]
    C --> G[/fa:fa-list-check Team Bandwidth/]
    C --> H[/fa:fa-scale-balanced Customer Feedback/]
    D --> I[fa:fa-people-group Idea Refinement]
    E --> I
    F --> I
    G --> I
    I -->|Promoted to Epic| J([fa:fa-laptop Development])

    style H fill:#bbf,stroke:#f66,stroke-width:2px,color:#fff,stroke-dasharray:
    style Future fill:#bbf,stroke:#f66,stroke-width:2px,color:#fff,stroke-dasharray:

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