Available Customer Programs
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
- Contact the team in slack # digital-success
- Submit a customer-email-request issue
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