--- layout: markdown_page title: "Customer Success Operations" --- ## Mission Customer Success Operations exists to create trust, predictability, and excellent customer outcomes through clear and efficient processes, consistency, and analytics. ## What is our strategy? Customer Success Operations creates and updates existing processes for the Customer Success organization. CS Operations oversees: * Systems implementation and maintenance * Operational reporting * Systems enablement * Operationalizing Customer Success Journeys ### Key Metrics [(from Field Ops)](/handbook/sales/field-operations/#key-tenants) 1. Clarity: for definitions, processes, and events 2. Visibility: to processes, data and analytics 3. Accountability: to uphold to expectations and SLAs ## Customer Success Operations Responsibilities Customer Success Operations creates and updates existing processes for the Customer Success organization. CS Operations oversees: * Systems implementation and maintenance * Operational reporting * Systems enablement * Operationalizing Customer Success Journeys ## CS Ops Request Process ![CS Ops Issue Flowchart](https://www.lucidchart.com/publicSegments/view/42d94a0a-3a9c-4ffd-b483-51bd9009385f/image.jpeg "CS Ops Issue Flowchart") ### CS Ops Board, Groups, Projects, and Labels ### CS Operations Board [Customer Success Operations Board](https://gitlab.com/groups/gitlab-com/-/boards/1498673?label_name[]=CSOps) ### Groups * Use the GitLab.com group for epics that may include issues within and outside the Sales Team group * Use the GitLab Sales Team group for epics that may include issues within and outside the Field Operations group ### Projects * Create issues under the "Sales Operations" project ### Labels The CS Ops team uses issues and issue boards to track projects and tasks. If you need help with a project, please open an issue and ad the ~CSOps label anywhere within the GitLab repo. CS Operations uses a [global issue board](https://gitlab.com/groups/gitlab-com/-/boards/1498673?&label_name[]=CSOps) to capture and track issues in any group or sub-group in the repo. Labels to use: * CSOps - Label to track and manage all CS Operations related issues * CSOps::New - Issues that have not been evaluated * CSOps::Planning - Issues that are currently being scoped or considered but are not being actively worked on * CSOps::Backlog - Issues for future scheduling, sequencing, or implementation * CSOps::In_Process - Issues that are actively being worked on in the current week or sprint * CSOps::Blocked - Issues that are currently blocked by an internal or external prerequisite * CSOps::Transferred - Issues that have been transferred to another team for review and/or completion * CSOps::Completed - Issues where the CS Ops team has completed their portion