Articles by David Sakamoto
- GitLab's Internal Customer Onboarding Process
GitLab's customer onboarding process aims to ensure new customers achieve value and success from the start. The onboarding phase begins when an opportunity reaches the negotiating stage. An assigned CSM will then introduce themselves to the customer via email and schedule a kickoff call within 14 days. The kickoff call establishes goals, milestones and next steps. The CSM then develops a success plan and has a first cadence call within 30 days to discuss enablement opportunities and the customer's progress. GitLab tracks time-to-value metrics like time to engage, first value and time to onboard to monitor and improve the process. Delays in onboarding are documented and risks are flagged to determine if account escalation is needed.