Updating CSP criteria to $100k+ net ARR based on new thresholds

1. An opportunity has completed Stage-3 Technical Evaluation with a technical win

2. First Order opportunities for accounts with LAM over $2M in Proposal stage (Stage-4) and beyond

3. All New or Growth Opportunities over $300k net ARR, in Proposal stage (Stage-4) and beyond

4. All existing customers with upcoming Renewals, over $300k in ARR basis

3. All New or Growth Opportunities over $100k net ARR, in Proposal stage (Stage-4) and beyond

4. All existing customers with upcoming Renewals, over $100k in ARR basis

*Note: SA Managers have discretion for additional opportunities to be included or excluded.*

#### Customer Success Plan

- Required for all opportunities $300k+ Net ARR where an SA is meaningfully engaged

- Required for all opportunities $100k+ Net ARR where an SA is meaningfully engaged

- Must be populated with a link to the plan document

- Plan should be continuously developed and updated throughout the opportunity lifecycle until deal closure

- See [Customer Success Plans](/handbook/solutions-architects/processes/activity-capture/customer-success-plans) for more details

1. **Primary SA assignment**: For Strategic and Enterprise accounts, review list of Most likely opportunities for the quarter in Clari or SFDC, and ensure Primary Solution Architect Fields are not blank and are accurately assigned, especially as it enters Negotiation Stage.  Once it enters Closing Stage it is too late to change the Primay SA assignment for credit.

1. **Technical Evaluations Review**: For Strategic and Enterprise accounts, review all opportunities in Stage 3 and ensure all Technical Evaluation fields are appropriately entered by team.

1. **POV reviews**: Review all opportunities in Stage 3 that should have a POV record in SFDC. Ensure SA created one. Ensure that a POV Collaboration Project with Success Criteria is completed and URL is in the POV record in SFDC. If there is a need to fill out a special Google Sheet or otherwise for a POV opportunities, ensure those are completed.

1. [**Customer Success Plans**](/handbook/solutions-architects/sa-practices/customer-success-plan/): Review all opportunities in Stage 4 and over 300k to ensure that the needed elements and content that make it a Customer Success Plan are in place. Enquire of SA during 1-1 if it was reviewed with the Customer, and with the CSM (as needed), and set checkbox as appropriate in SFDC.

1. [**Customer Success Plans**](/handbook/solutions-architects/sa-practices/customer-success-plan/): Review all opportunities in Stage 4 and over 100k to ensure that the needed elements and content that make it a Customer Success Plan are in place. Enquire of SA during 1-1 if it was reviewed with the Customer, and with the CSM (as needed), and set checkbox as appropriate in SFDC.

1. [**Marketing Event Issue Board**](https://gitlab.com/gitlab-com/customer-success/solutions-architecture/marketing-support-requests/-/boards/5503764):  Review and ensure you have responded to the requests in a timely manner.

1. **Review Gong Recordings**: Reviewing [Gong calls](https://us-81995.app.gong.io/home) regularly can allow for SA Managers to check in and give managers opportunities to provide timely feedback on technical discovery calls or demos. The additional use of [Gong scorecards](/handbook/solutions-architects/sa-manager/gong-scorecards/), with Gong AI analysis, can accelerate feedback cycles for efficiency and iterative improvement. Considering data sovereignity challenges in certain parts of the world and nations, it may not always be possible to review recorded Gong call, that is for regions such as APAC or EMEA. As a result, the SA Manager should collaborate with cross-functional teams and consider joining internal or external meetings instead. This will ensure adherence to sales plans and strategies as well as assistance in key business opportunities. Additionally, by providing leadership on initiatives and opportunities, the SA Manager can share best practises and approaches with the teams and clients.

1. **Regular syncs with regional sales, CS, partner, and other CRO org leaders**: Meeting regularly with your Regional Sales Director (RD), CS, ecosystem sales, ESA counterparts provides time to discuss regional Team health, review strategic territory deals, and review opportunity close analysis and regional data. It is recommended to use a combination of SFDC Opportunity Records, Tableau Dashboard Data, and to take notes in Google Docs. Every meeting should have an agenda.

1. For the **Customer**: To be prescriptive on a phased successful adoption of GitLab, including architecture recommendations, deployment, migration, integration, onboarding users and applications at scale, along with recommendations for any automation processes as well as dashboards and monitoring.  As an SA you should always collaborate with the customer, to create the Mutual Success plan and help them understand, preliminary, what is involved in adopting GitLab as their AI powered DevSecOps Unified Platform,  from not only a technological or deployment point of view, but from a people and process point of view.

1. For the **Customer Success Manager (CSM)**: Collaborate with CSMs for all deals over the appropriate threshold (currently 300k Net ARR),  as it transitions from pre to post sales.  It is important to provide the CSMs with all the relevant context as they take over the relationship.  As an SA, you collaborate with the CSM to help them understand the customer's objectives and milestones for the next 30, 60, 90 days as well as for the next 6 months.  The CSM can then formulate a cadence and enablement plan.  The CSM will be responsible to update and maintain the Mutual Customer Success Plan after the sale.  It will serve as a customer facing document, helping to facilitate the customer achieving their initiatives, and objectives.  A CSP should be created and reviewed w/ the customer even in cases where there are no CSMs assigned.

1. For the **Customer Success Manager (CSM)**: Collaborate with CSMs for all deals over the appropriate threshold (currently 100k Net ARR),  as it transitions from pre to post sales.  It is important to provide the CSMs with all the relevant context as they take over the relationship.  As an SA, you collaborate with the CSM to help them understand the customer's objectives and milestones for the next 30, 60, 90 days as well as for the next 6 months.  The CSM can then formulate a cadence and enablement plan.  The CSM will be responsible to update and maintain the Mutual Customer Success Plan after the sale.  It will serve as a customer facing document, helping to facilitate the customer achieving their initiatives, and objectives.  A CSP should be created and reviewed w/ the customer even in cases where there are no CSMs assigned.

1. For the **Professional Services Team**: Present the Customer Success Plan with the scope of initiatives that can be used to determine a Statement of Work.

### Opportunity Thresholds for Creating and Reviewing Mutual Customer Success Plans?

1. All First Order or Growth Opportunities with $300k net ARR or more, in stage-2 (technical evaluation) and beyond. *(The SA is the DRI, which is handed over to the CSM)*

1. All First Order or Growth Opportunities with $100k net ARR or more, in stage-2 (technical evaluation) and beyond. *(The SA is the DRI, which is handed over to the CSM)*

1. All opportunities where the SA is involved in a [*SA Validated Tech Evaluation*](/handbook/solutions-architects/processes/activity-capture/sfdc-logging/#sa-validated-tech-evaluation).  This means that the Solutions Architect is working towards a true [technical win](/handbook/solutions-architects/processes/technical-win/).

SA Managers have discretion for additional opportunities to be included.  Additionally, SA Directors can provide an [exception](#csp-exception-process) in specific cases where it is impossible or unreasonable for the SA to create a CSP for a customer.

       - **"Outcomes, Objectives & Activities - Bus/Technical Milestones (3/6/12 month)"**

       - **"Architecture Notes:Producer (Deployment, Configuration, Integration); Consumer (Onboarding, Management,Monitoring)"**

1. **Mutual Customer Success Plan handoff to CSM for over 300k / Or AE and SA maintain after close**

1. **Mutual Customer Success Plan handoff to CSM for over 100k / Or AE and SA maintain after close**

   - The CSM would take the Success Plan started by the SA and add or update the following:

     - **"Outcomes, Objectives & Activities - Bus/Technical Milestones (3/6/12 month)"**

     - **"Enablement Plan"**

   - The CSM for Renewal opportunities with ARR basis over 300k may also start a Mutual CSP from **"13. Outcomes, Objectives & Activities - Bus/Technical Milestones (3/6/12 month)"**.

   - The CSM for Renewal opportunities with ARR basis over 100k may also start a Mutual CSP from **"13. Outcomes, Objectives & Activities - Bus/Technical Milestones (3/6/12 month)"**.

   - In those cases, CSM is the one responsible to **update the Customer Success Plan URL in the Renewal opportunity in Sales Force.**

   - The SA may optionally create a Customer Success Plan after the fact to add all he remaining context, to understand why was GitLab bought previously and what was the customer's expectation of value from GitLab

   - In addition the CSM, when conducting cadences with the Customer, is expected record the following in the Mutual Customer Success Plan: