@@ -12,13 +12,11 @@ There is a lot to learn to make you a great GitLab Customer Success Manager. It
## Overview of Role Based Customer Success Manager (CSM) Onboarding
As a CSM, your onboarding experience will be a blended learning experience that includes virtual synchronous meetings, a self-paced [role-based learning path](https://university.gitlab.com/learn/learning-path/technical-account-manager-tam-onboarding) on LevelUp (our internal Learning Management System), and a hands-on virtual workshop called [Sales Quick Start](/handbook/sales/onboarding/)(SQS).
The role-based learning path is highlighted in this [role-specific onboarding guide](https://docs.google.com/document/d/1D5hhfQsqiNlljnC5cfvSqjE3hqIYsdoLWIpgIJ3BRkg/edit). It is recommended that you make a copy of this document and check off items as you complete them.
As a CSM, your onboarding experience will be a blended learning experience that includes virtual synchronous meetings, a self-paced [role-based learning path](https://levelup.csod.com/samldefault.aspx?ouid=1&returnUrl=%252fDeepLink%252fProcessRedirect.aspx%253fmodule%253dloRegisterAndLaunch%2526lo%253d7d58af0e-6b6f-40c9-914f-904ec1a85a98) on Level Up (our internal Learning Management System), and the [GitLab Academy](/handbook/sales/onboarding/) program including live virtual skills sessions and an in-person regional graduation event.
## Learning Objectives for CSM Onboarding
As a CSM, in addition to the [SQS learning objectives](/handbook/sales/onboarding/sqs-learning-objectives/), your onboarding is intended to fulfill the following learning objectives:
The following learning objectives are covered through your role-based eLearning path on GitLab University.
**Module 1: CSM Basics and Call Shadowing**
@@ -37,7 +35,7 @@ As a CSM, in addition to the [SQS learning objectives](/handbook/sales/onboardin
- Understand the role of a CSM at GitLab
- Understand the mission and vision of the Customer Success organization
- Understand the CSM’s responsibilities within the customer journey
- Understand the CSM's responsibilities within the customer journey
- Understand the distinction between CSMs and Customer Success Engineers (CSEs)
- Understand the rhythm of business for a CSM
- Demonstrate customer readiness by completing role play exercise
@@ -45,7 +43,7 @@ As a CSM, in addition to the [SQS learning objectives](/handbook/sales/onboardin
**Module 3: Technical Deep Dive**
- Complete the following certification: GitLab Certified Git Associate
- Understand the CSM’s responsibilities as it relates to customer cadence calls
- Understand the CSM's responsibilities as it relates to customer cadence calls
**Module 4: CSM Deep Dive**
@@ -62,7 +60,7 @@ As a CSM, in addition to the [SQS learning objectives](/handbook/sales/onboardin
**Module 6: EBR and Customer Conversations**
- Understand the CSM’s role and responsibilities as it relates to Executive Business Reviews (EBRs) with your customer
- Understand the CSM's role and responsibilities as it relates to Executive Business Reviews (EBRs) with your customer
- Complete the following certification: GitLab Certified Security Specialist
- Understand value based discovery for DevSecOps
@@ -72,7 +70,70 @@ As a CSM, in addition to the [SQS learning objectives](/handbook/sales/onboardin
As part of GitLab Academy Component 3, CSMs attend four role-based live virtual sessions. These sessions are 90 minutes each and run on a rolling monthly rotation. Session 0 is shared across all Customer Experience new hires.
### Session 0 — One CX: Roles, Customer Journey and Overview
**Audience:** All CX new hires (CSM, CSA, CSE, RM, PS Engagement Manager, PS Technical Architect, PS Project Manager)
**Format:** Watch and AMA — approximately 60 minutes of async pre-watch followed by a 30-minute live AMA session
**What this covers:**
- The One CX model and how all roles connect across the customer journey
- Success Tiers overview — Self-Guided through Signature, and what each tier means
- Professional Services and Education Services overview — what is available and when each applies
- Win stories illustrating what strong CX collaboration looks like in practice
- How to work with PS, CS, and Renewals as a team
**Pre-work:** Watch the CX Roadshow recording (linked in your cohort Slack channel) before the live AMA session.
---
### Session 1 — Customer Onboarding and Time-to-Value
**Format:** Workshop — scenario-based
**What this covers:**
- The customer onboarding journey — key milestones from closed/won to first value
- CSM vs. CSA roles in customer onboarding — where each role plugs in, handoffs, and collaboration points
- How onboarding progress is tracked in Gainsight and Salesforce — CTAs and health scores
- Scenario practice — building a day 1-30 plan for a sample customer profile
---
### Session 2 — Success Tiers, EBRs and Success Planning
**Format:** Workshop — discussion and practice
**What this covers:**
- Success Tiers — On-Demand through Signature, and what each tier means for CSM vs. CSA engagement; note that CSMs are only available as a paid option through Success Tiers, and both CSM and CSA are expected to be able to position tier upgrades
- Success Planning — what a good success plan looks like, how it's built, and who owns what
- EBRs — purpose, how to book one, who should be in the room, and CSM vs. CSA ownership
- Risk and renewal management — how to identify and flag risk early and its connection to renewal forecasting
- Scenario practice — preparing for and running an EBR conversation with a sample at-risk account
---
### Session 3 — Systems and Operating Rhythm
**Format:** Live demo and hands-on walkthrough
**What this covers:**
- Systems overview — what lives where across Salesforce, Gainsight, GitLab.com, and Highspot
- Gainsight deep dive — health scores, CTAs, cadence calls, and success plan tracking
- Salesforce for CSM/CSA — what you need to know and own
- GitLab Operating Model — how Issues and Epics are used to manage the business and how CSM/CSA contributes
- Hands-on practice navigating a sample Gainsight account, finding a CTA, and updating a health score
---
## Expectations for Manager support during onboarding
@@ -96,7 +157,7 @@ As a new CSM, your manager will be there to support you during your onboarding j
**Month 2**
- Check in regularly with your new team member
- Ask them if they are experiencing any challenges with GitLab’s asynchronous culture
- Ask them if they are experiencing any challenges with GitLab's asynchronous culture
- Discuss any general concerns
- Share constructive feedback on role plays that were completed during the onboarding learning path
- Ensure onboarding milestones are met and that new team member is completing required courses and certifications
@@ -107,8 +168,8 @@ As a new CSM, your manager will be there to support you during your onboarding j
- Decide on a regular cadence for 1:1 calls
- Prep your new team member for taking over assigned customers/accounts
- Consider shadowing your new team member’s customer calls and provide feedback as needed
- Confirm that new team member has completed all mandatory and necessary onboarding activities including SQS and role-based learning path
- Consider shadowing your new team member's customer calls and provide feedback as needed
- Confirm that new team member has completed all mandatory and necessary onboarding activities including GitLab Academy and the role-based learning path
- Discuss how their performance will be formally evaluated
**Beyond 3 months**
@@ -128,16 +189,16 @@ As a new CSM, your manager will be there to support you during your onboarding j
**Month 1**
- Nurture a welcoming environment for the new team member
- Establish a recurring 1:1 meeting to check in on the new team member’s progress on onboarding activities
- Provide assistance with any barriers or difficulty understanding concepts covered in the onboarding learning path and SQS
- Establish a recurring 1:1 meeting to check in on the new team member's progress on onboarding activities
- Provide assistance with any barriers or difficulty understanding concepts covered in the onboarding learning path and GitLab Academy
- Connect the new team member with members of the broad team to build a network
- Share helpful tips and resources that are beneficial during their onboarding and beyond
**Month 2**
- Provide opportunities for new team member to shadow you on calls as defined in the [shadow criteria](https://docs.google.com/document/d/1jY0YnL7whNVVK_VeoxRPjn-Iloj8_Su_3YOx0X1bKtw/edit#heading=h.1g07abmamci3)and assist with note taking
- Provide opportunities for new team member to shadow you on calls and assist with note taking
- Debrief on calls and discuss feedback
- Align with new team member’s manager on ways you can provide support
- Align with new team member's manager on ways you can provide support
**Month 3**
@@ -156,8 +217,10 @@ The buddy should join the first 5-10 customer meetings led by the new joiner.
In order to be considered as having graduated from your CSM onboarding journey, you need to have completed the following:
- Completed Sales Quick Start (SQS) prework on GitLab University
- Attended the SQS workshop and completed all relevant activities
- Completed GitLab Academy eLearning prework on GitLab University
- Attended all GitLab Academy sessions, including the Command of the Message class (attendance is mandatory)
- Attended all four role-based live skills sessions
- Attended the in-person regional Academy Graduation Bootcamp and passed the stand-and-deliver capstone assessment
- Completed your role-based learning path on GitLab University
- Completed the Pulse+ CSM Certificate I and Advanced CSM Certificate II
- Attained the following certificates:
@@ -170,7 +233,7 @@ In order to be considered as having graduated from your CSM onboarding journey,
## Continuous Enablement
For high level information on enablement initiatives for the Customer Success Manager/Engineer teams, please refer to the [CS Enablement Corner](https://docs.google.com/document/d/1xyaxc37iCDtfeabo2NXCRV31pNOdvieXoVDxJw_aXoM/edit). Additionally, please be sure to check out the [CS Development Handbook](/handbook/customer-success/csm/csm-development/) page.
For high level information on enablement initiatives for the Customer Success Manager/Engineer teams, please refer to the [CS Enablement Corner](https://gitlab.highspot.com/items/67514a99ef392c1d3656213c). Additionally, please be sure to check out the [CS Development Handbook](/handbook/customer-success/csm/csm-development/) page.
You will be receiving calendar invitations for [Customer Success Skills Exchange](/handbook/sales/training/customer-success-skills-exchange/) and [Field Enablement Spotlight](/handbook/sales/training/sales-enablement-sessions/#field-enablement-spotlight-sessions) sessions. Customer Success Skills Exchange is a biweekly series while Field Enablement Spotlight is a weekly session. Both cover various topics related to and pertinent to the field. Please be sure to join and participate in these sessions!
@@ -245,9 +308,8 @@ A great resource to learn how to engage with GitLab product is [available in the
Collection of key handbook pages and other resources for CSMs to read and focus on when onboarding in their first 3 months
-[CSM - New Team Member - Onboarding Guide](https://docs.google.com/document/d/1D5hhfQsqiNlljnC5cfvSqjE3hqIYsdoLWIpgIJ3BRkg/edit)
-[CSM Onboarding Learning Path](https://levelup.csod.com/samldefault.aspx?ouid=1&returnUrl=%252fDeepLink%252fProcessRedirect.aspx%253fmodule%253dloRegisterAndLaunch%2526lo%253d7d58af0e-6b6f-40c9-914f-904ec1a85a98) on Level Up
-[GitLab Academy Handbook Page](/handbook/sales/onboarding/)
-[CSM Onboarding at GitLab](/handbook/customer-success/csm/csm-onboarding/)
@@ -267,7 +329,7 @@ Collection of initial set of key product links, which will help in the first 4-6
-**Offerings: GitLab Dedicated vs. GitLab SaaS vs. GitLab Self Managed**
-[**Self Managed**](https://docs.gitlab.com/ee/subscriptions/self_managed/index.html): In GitLab Self-managed you will have full control over the server itself and the environment
-[**Dedicated**](https://docs.gitlab.com/ee/subscriptions/gitlab_dedicated/index.html)**:**: A single-tenant SaaS service for highly regulated and large enterprises
-[**Dedicated**](https://docs.gitlab.com/ee/subscriptions/gitlab_dedicated/index.html)**:** A single-tenant SaaS service for highly regulated and large enterprises
-[**SaaS**](https://docs.gitlab.com/ee/subscriptions/gitlab_com/index.html): The GitLab software-as-a-service offering. You don't need to install anything to use GitLab SaaS, you only need to sign up and start using GitLab straight away
@@ -297,9 +359,9 @@ For self lead training and experimentation you can setup your own playground/dem
-[Demo Systems Initial Set Up - Project](https://gitlab.com/gitlab-com/customer-success/demo-engineering/demo-systems-initial-set-up)(Private project for GitLab members only)
## GitLab Self Managed Playgound and Demospace
## GitLab Self Managed Playground and Demospace
Many of our prospects and customer choose the option to maintain their own Self Managed GitLab installation based on the reference architecture. To be able to walk in your customers shoes and experience the same possibilities as well as challenges, there is a [shared GitLab Omnibus enviroment](/handbook/customer-success/demo-systems/#shared-environments) for CSMs to use.
Many of our prospects and customers choose the option to maintain their own Self Managed GitLab installation based on the reference architecture. To be able to walk in your customers' shoes and experience the same possibilities as well as challenges, there is a [shared GitLab Omnibus environment](/handbook/customer-success/demo-systems/#shared-environments) for CSMs to use.
1. Follow [these instructions to get access to the shared Omnibus Instances](/handbook/customer-success/demo-systems/#access-shared-omnibus-instances)
1. The [Get started administering GitLab](https://docs.gitlab.com/ee/administration/get_started.html) Guide is a great starting point
@@ -307,7 +369,7 @@ Many of our prospects and customer choose the option to maintain their own Self
## Finding Answers
GitLab is a massive and everchanging Product, nobody can know everything. So it is important to learn how to find answers. These handbook pages might help you with it.
GitLab is a massive and ever-changing product — nobody can know everything. It is important to learn how to find answers. These handbook pages might help you with it.
1.[Searching GitLab like a pro](/handbook/tools-and-tips/searching/)
