Available Customer Programs

Programs available to specific customer types and segments.

Program Content

The Digital Success team creates email programs to accelerate customer value through self-service onboarding and education. Our content drives customers to GitLab University hub for customer resources and learning.

Core Customer Email Programs

The programs below are currently active. For more details on segmentation breakdown and copy doc information refer to the Digital Success Email Program Documentation.

Program Timing Segment
CSM/CSE Introduction Day 0 of new subscription CSM / CSE
Net-New Onboarding Day 2 of new subscription All
Ultimate Upgrade Onboarding Day 2 of Ultimate first purhcase All
Duo Admin Onboarding Day 0 of new Duo purchase All
Post-renewal onboarding Day 3 post renewal All
CI Product Coach Monthly / Ad Hoc CSE Only
Security Product Coach Monthly / Ad Hoc CSE Only
Security Adoption Day 30 CSE / Digital SMB
CD Adoption Day 50 CSE / Digital SMB
Agile Adoption Day 60 CSE / Digital SMB
Customer CSAT Survey Quarterly All
Customer Newsletter Monthly on the 4th Friday All

To enroll contacts into Enablement campaigns Gainsight users can enroll contacts through a multi-picklist Enablement Enrollment on the contact in Gainsight - see issue for instructions.

Customer webinars & labs

Monthly communications are sent out to all customers, targeted based on renewal date, CI score, Security score, and occasionally issue/epic use and start date.

Email Invites: CI Lab Invite to Low-CI Customers

Every month, customers are invited to CI and Advanced CI Hands-On Labs hosted by CSEs. These sessions are two hours long, and provide customers access to hands-on experience in a provisioned environment. Customers who receive this invite have low CI score (yellow or red). Note: If CI Product Coach is going on, CSE Customers who receive CI Product Coach do not typically receive this email.

Email Invites: Security Lab Invite to Ultimate

Every month, customers are invited to a Security & Compliance Hands-On Lab hosted by CSEs. This session is two hours long, and provides customers access to hands-on experience in a provisioned environment. All ultimate customers receive this invite. Note: If Security Product Coach/Security Plus is going on, CSE Customers who receive Security Product Coach/Security Plus do not typically receive this email.

Email Invites: Project Management/Intro to GitLab Invite to New/Low-Issue customers

When the Getting Started with Project Management Hands-On Lab is hosted in a month, customers with fewer than 3 issues/epics created and customers that are within their first two years at GitLab are invited to this event. This session is two hours long, and provides customers access to hands-on experience in a provisioned environment.

Email Follow-Ups

Email follow-ups are sent to all customers who have registered or attended an event within 24 hours of the event concluding. The follow-ups share the recording and slide deck, along with an invitation to check out additional resources related to the topic.

Connect with the team

Last modified January 28, 2025: DS core email programs update (e12e4387)