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The GitLab Handbook

2 resources from The GitLab Handbook we point people to, and the questions each answers.

📄 Article
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A real public company's internal renewal process, published rather than described. You can copy the structure instead of inventing one from blog posts.

Customer Renewal Tracking

From The GitLab Handbook reference

  • The renewal task fires four months before the renewal date, with the internal account-team sync due inside 30 days.
  • That timing is deliberate: it leaves three months to actually change the outcome if risk surfaces.
  • The CSM opens with a soft question (how are you feeling about the renewal, any changes coming) rather than asking for the order.
  • Any hint of contraction sets CSM sentiment to red, which overrides the account's overall health to red.
Open handbook.gitlab.com →
Answers How do I stop the sales to customer success handoff from breaking every time? How do I forecast renewals so the number is actually believable? GitLab publishes its entire customer success handbook. What is worth copying? How do I build a renewal and expansion process that runs without me in every deal?
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Shows what a productised CS play looks like when written down for a whole team: a named motion, tied to a product stage, with the assets attached. Rare to see this published.

Customer Success Playbooks

From The GitLab Handbook reference

  • Sorts every play by trigger type: risk, lifecycle event, opportunity or expansion, objective, activity, digital journey.
  • Risk plays are named off observable signals, for example low license utilisation, non-engaged customer, product risk.
  • Each playbook has the same four parts: procedure, positioning, discovery questions, and an adoption map.
  • Every play is marked automated or manual, so only some fire without a human deciding.
Open handbook.gitlab.com →
Answers How do I run a QBR that the customer does not find a waste of time? My champion at a big account just left. What do I do? GitLab publishes its entire customer success handbook. What is worth copying? How do the best teams cover a long tail of customers without a CSM per account? How do I build a renewal and expansion process that runs without me in every deal?
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