@@ -178,7 +178,7 @@ Regional at-risk review meetings are to ensure cross-functional alignment on at-
- Determine what needs to be accomplished to resolve risk
- Agree on next steps & ownership of those actions
CSM Managers align with their team members about any agreed-upon action items or updates for customers, and those details are captured in an [At-Risk Update](/handbook/customer-success/csm/health-score-triage/#at-risk-timeline-entries) by the CSM, who will manage and coordinate the defined next steps.
CSM Managers align with their team members about any agreed-upon action items or updates for customers, and those details are captured in an [At-Risk Update](/handbook/customer-success/csm/health-score-triage/#health-update-template) by the CSM, who will manage and coordinate the defined next steps.
@@ -44,7 +44,7 @@ Potential risk or significant lack of information leading to uncertainty. Indica
- Poor experiences with Support, Professional Services or another part of GitLab
- Working with a single contact at a company (single-threaded).
There might be well understood reasons within the account team why a customer is flagged as Yellow within the current phase of the customer lifecycle. If the CSM decides that corrective actions and follow up from team members outside of the CSM group is required the CSM must create an [At Risk Timeline Entry](/handbook/customer-success/csm/health-score-triage/#at-risk-timeline-entries).
There might be well understood reasons within the account team why a customer is flagged as Yellow within the current phase of the customer lifecycle. If the CSM decides that corrective actions and follow up from team members outside of the CSM group is required the CSM must create an [At Risk Timeline Entry](/handbook/customer-success/csm/health-score-triage/#health-update-template).
### Red
@@ -90,7 +90,19 @@ To view Timeline entires where the CSM Sentiment was updated:
CSMs are responsible for keeping Gainsight up to date regarding all of their account risks.
### Monthly Health Update
### Frequency of Health Update Timeline Entries
CSMAs must regularly log a health update for customers, regardless of their risk status, but there are different requirements for frequency depending on if a customer is at risk or not.
1. If customer is not at risk:
1.**Monthly** Health Timeline updates
1. If customer is red/at-risk:
1.**Weekly** Health Timeline updates
- Entry should include progress towards risk mitigation over the past week and plans for the upcoming week.
For each assigned CSM/A account, submit a monthly health update regardless of current account health status to your customer's timeline. This is separate than your At-Risk Timeline Entries if the account is Red or Yellow. A template has been created and can be accessed through the following steps:
@@ -104,6 +116,7 @@ Here is a sample of the template with examples:
> *Current State*
>
> - **Usage: Customer is currently utilizing 1,868 of 2,300 users. The remaining users are cycled for onboarding, offboardings, and guest users.**
> - **DAP Journey: Customer is interested in DAP but is evaluating other AI tools as well and not sure how to begin.**
> - **Sentiment: Customer is actively working towards evaluating Ultimate\Duo with increased executive buy in.**
>
> *Considerations*
@@ -114,54 +127,20 @@ Here is a sample of the template with examples:
> *Watch Items*
>
> - **Renewal conversations are beginning soon. There is still tension from the previous multi year renewal.**
> - **Extended conversations for Duo POV are in progress.**
> - **Customer is evaluating competing AI tools and has several DAP feature requests they would want implemented.**
> - **Main contact has taken over another organization and will take advantage of enablement starting in the next month or so.**
>
> *Next Steps*
>
> - **Duo Workshop**
> - **DAP Workshop**
> - **Executive alignment call**
> - **Generation of quote options for Premium renewal and renewal including Duo\Ultimate**
### At Risk Timeline Entries
For any account that is Red or Yellow, the following steps for an At Risk timeline update is required:
1. In the account timeline, log a `Health Update`, marking CSM Sentiment as Red (or Yellow). Also select values for the `Risk Reason` and `Risk Impact` fields.
1. Customer Health Conclusion:
1. Customer is won back:
1. Log Account-level Timeline `Health Update` type for CSM Sentiment as Green and final notes
1. Change customer Lifecycle Stage to Adopting
1. Customer is lost:
1. Log Account-level Timeline `Health Update` type with final update
1. Change customer Lifecycle Stage to: Will Churn for a churning customer and Adopting for downgrade customer
These can then be discussed with the [Account Team](/handbook/customer-success/account-team/) during account reviews.
#### Customer Health Update Format
The Health Update description should follow the format below. When logging the activity in Gainsight, this format can be auto-imported by clicking the "Apply Template" button on the Health Update activity.
1. What's at risk today? - 1-2 sentences describing the specific churn risk and key metrics/data points.
1. What's the mitigation plan for risk? - 1-2 sentences outlining the key actions being taken to address the risk.
1. Who owns the next step? - [Name and Role]
1. What's the timeline of the next step? - [Specific date - MM/DD/YYYY]
Here is a sample health update:
> Risk: License utilization dropped to 35% with only 2 of 5 departments actively using the platform. Primary champion announced departure effective end of month.
>
> Mitigation: Scheduling executive alignment call next week to identify new champion and launching targeted training for underutilized departments.
> *If DAP is Running Cold*
>
> Owner: Jane Smith, CSM
>
> Next Step Timeline: 06/15/2025
This format is to satisfy a few requirements:
- Clarity of situation and action up front (leading with key details)
- Ensure the most pertinent information is readily visible in other systems where it is synced and displayed
- Consistency to improve async processes
> - **Why are they blocked: Teams are having a hard time of where to start with DAP, specific use cases for their teams**
> - **Mitigation Strategy: Hold hands-on DAP demo reviewing foundational agents, custom agents, and customer specific external agents**
> - **Help needed: Demo assistance, potentially leadership call to align on roadmap**
#### Health Update for Resolution of Risk
@@ -178,17 +157,6 @@ Here is a sample entry for risk resolution:
> CUSTOMER X is no longer at risk. We resolved their upgrade and infrastructure challenges through engagement with Support and Professional Services, and they are now on the latest GitLab version with infrastructure tested using GPT. We are now focused on CI adoption, in line with the agreed-upon success plan.
### Frequency of At Risk Timeline Entries
1. If customer renewal is this fiscal quarter or next:
If a CSM has marked an account as [Red](/handbook/customer-success/csm/health-score-triage/#red) and further assistance from Product, Support or Managers+ is needed, open an [Account Escalation](/handbook/customer-success/csm/escalations/).
@@ -209,7 +209,7 @@ The details around why onboarding is delayed should be documented in the followi
If the delay is caused by the customer (e.g. disinterest, lack of engagement/"going dark") then the [account has risk](/handbook/customer-success/csm/health-score-triage/#tracking-customer-health) and should be flagged.
- Add an [At-Risk timeline entry](/handbook/customer-success/csm/health-score-triage/#at-risk-timeline-entries)
- Add an [At-Risk timeline entry](/handbook/customer-success/csm/health-score-triage/#health-update-template)
-[Communicate the customer risk](/handbook/customer-success/csm/health-score-triage/#at-risk-communication-guidelines)
- Determine if an [account escalation](/handbook/customer-success/csm/health-score-triage/#when-to-open-an-account-escalation) is required.
