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Lessons from GitLab: Implementing Customer Success Operations At Scale

Gainsight

NOVEMBER 23, 2020

Finally, GitLab is a “handbook-first” company with a company-wide commitment to clear documentation and transparency – not only within the company but publicly. Together, we’ve mapped out a three-year roadmap for the CS org. Here’s our Roadmap ( PDF link ). Jeff is the Senior Manager of Customer Success Operations. .

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Three Superpowers of a Product Manager

Mind the Product

JANUARY 10, 2017

Write a Handbook. This should not be confused with technical documentation. For a complete handbook on how to use a certain software product we use Wikipedia’s open source MediaWiki to create our own company Wiki as a knowledge base accessible to anyone within the company. Documentation Powers.

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