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Energizing Customer Experience with Success Ops at GitLab [Podcast]

Gitlab’s success teams and leadership focus solely on succeeding in their role, while the operations team monitors trends and executes value-add projects.

You can listen to Customer Experience Leaders Chat also on:

Companies have long understood the value of Sales and Dev Operations in making sure selling and product teams operate as effectively as possible. However, in today’s subscription-based SaaS community, these aren’t the only functions that need to be running at full speed.

Customer Success is a vital team for securing renewals and growing your current customer base. Setting this team up to make a significant impact on your organization improves revenue and customer satisfaction. Enter Customer Success Operations: a team that course-corrects missteps, holds Success Managers accountable, and creates an environment where achieving goals is more likely.

Jeff Beaumont, Senior Manager of Customer Success Operations at Gitlab, understands these needs well. Gitlab is a fully remote company focusing on DevOps lifecycle solutions. They’ve scaled to a point where Customer Success requires a dedicated team to help reduce cost and enable each team member to better engage with their customers.

Gitlab’s success teams and leadership focus solely on succeeding in their role, while the operations team monitors trends and executes value-add projects.

In conversation with Jeff Beaumont, Senior Manager of Customer Success Operations at Gitlab

Jeff is a customer experience expert. His keen eye spots examples of low-functioning processes and time-wasting tasks easily and translates them into impactful projects. With Gitlab, he uses these experiences to supercharge their Customer Success team.

In our conversation, Jeff explains how to determine when, not if, you need SuccessOps in your organization. He explains how, as your Customer Success team scales, the efficiencies driven by this type of team will outweigh the cost of operations. We then discuss the keys to delivering value, both on tiny changes and major initiatives.

Please listen in to our conversation as Jeff helps you understand the value of this unique team to your organization, how to build it as you scale, and why you may not even see the inefficiencies affecting you today.


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Craig Stoss Craig Stoss

Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. He is driven by building strong, effective support and services teams and ensuring his customers are successful. In his spare time Craig leads a local Support Thought Leadership group. He can be found on Twitter @StossInSupport

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