Enable customers to self-service manage multiple Billing Account Managers on a Billing Account (#10495) · Epics · GitLab.org

Enable customers to self-service manage multiple Billing Account Managers on a Billing Account

## :vertical_traffic_light: Current status & priority ### Status: In Progress * https://gitlab.com/groups/gitlab-org/-/epics/15876+ and https://gitlab.com/groups/gitlab-org/-/epics/16070+ are complete. * https://gitlab.com/groups/gitlab-org/-/epics/15877+ is not yet scheduled. * Working through various [follow-ups and improvements](https://gitlab.com/groups/gitlab-org/-/epics/18254). ### Prioritization * **Interlock process:** ~"FY26::Q2" ~"Interlock Priority::P1" [Interlock slide](https://docs.google.com/presentation/d/1yDI6EfvE9t78IP8x61ri99LCndgZR6A7owUpxGa_7ws/edit?slide=id.g34f8d5f1309_0_6#slide=id.g34f8d5f1309_0_6) * **Support:** ~"Support Priority::1" * **HVS:** ~"HVS+FO Priority::2" ## :head_bandage: Problem Currently, billing account managers have access to manage subscriptions, payment methods, account settings, and invoices for their own accounts. However, customers frequently need to designate additional billing account managers to help manage these same functions, and there's no self-service way to add these additional managers. This limitation has created a significant support burden, with customers generating an average of **7.4 tickets per day** ([221 tickets in the last month alone](https://gitlab.zendesk.com/agent/search/1?copy&type=ticket&q=tags%3Atransaction_issue_contact_management%20updated%3E1month)) specifically requesting help with adding additional billing account managers. Our support team must handle each of these requests [manually](https://handbook.gitlab.com/handbook/support/license-and-renewals/workflows/customersdot/associating_purchases/), creating inefficiency for both customers who experience delays in expanding their account management capabilities and our support organization who must dedicate resources to repetitive administrative work that could be automated through self-service functionality. By enabling existing billing account managers to add additional billing account managers directly within the platform, we can eliminate this top driver of support tickets while improving customer experience through immediate self-service capability for account management delegation. ## :bulb: Solution Enable existing billing account managers to add additional billing account managers directly within the Customers Portal. This will eliminate the top driver of support tickets while improving customer experience through immediate self-service capability for account management delegation. * :art: [Design](https://gitlab.com/gitlab-org/customers-gitlab-com/-/issues/4974) * :notebook_with_decorative_cover: [Architecture and implementation plan](https://gitlab.com/gitlab-org/customers-gitlab-com/-/blob/main/doc/architecture/design_documents/multiple_billing_account_managers/index.md) ### Iterations We will deliver the proposed solution in 3 iterations. <table> <tr> <th> :hash: </th> <th>Epic</th> <th>Scope of work</th> <th>Status</th> </tr> <tr> <td> :one: </td> <td> [Iteration 1: Invite billing account manager that already exists as a User in the Customers Portal](https://gitlab.com/groups/gitlab-org/-/epics/15876) </td> <td> Enable billing account managers to add an additional manager that **_already exists_** as a user in the Customers Portal. Replaces [this manual Support team workflow](https://handbook.gitlab.com/handbook/support/license-and-renewals/workflows/customersdot/associating_purchases/#add-subscription-management-contact). [LOE: ~60 weight](https://gitlab.com/groups/gitlab-org/-/epics/16070) </td> <td> :white_check_mark: Complete. Released on [2025-05-21 15:00 UTC](https://gitlab.com/gitlab-org/customers-gitlab-com/-/issues/11222#note_2518153007). </td> </tr> <tr> <td> :two: </td> <td> [Iteration 2: Remove billing account members and pending invites](https://gitlab.com/groups/gitlab-org/-/epics/16070) </td> <td> Enable billing account managers to remove billing account managers. [LOE: ~20 weight](https://gitlab.com/groups/gitlab-org/-/epics/16070) </td> <td> :white_check_mark: Complete. Released on [2025-07-07 05:10 UTC](https://gitlab.com/gitlab-org/customers-gitlab-com/-/issues/11342#note_2606836987). </td> </tr> <tr> <td> :three: </td> <td> [Iteration 3: Improve UX for adding non-existing users as billing account managers](https://gitlab.com/groups/gitlab-org/-/epics/15877) </td> <td> Improve user experience for billing account managers when adding additional managers who **do not exist** as users in the Customers Portal. [LOE: ~30 weight](https://gitlab.com/groups/gitlab-org/-/epics/15876) </td> <td>TBD</td> </tr> </table> --- **Support Priority Score:** 25  > [!important] > > This page may contain information related to upcoming products, features and functionality. It is important to note that the information presented is for informational purposes only, so please do not rely on the information for purchasing or planning purposes. Just like with all projects, the items mentioned on the page are subject to change or delay, and the development, release, and timing of any products, features, or functionality remain at the sole discretion of GitLab Inc.

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