This article is based on a presentation given by Sherrod at the Customer Success Festival in June 2021 when she was Head of Global Technical Account Managers at GitLab.

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My name is Sherrod Patching, and I’m here to share how you can adapt your customer success strategy through times of change.

A bit about me before we get started: I’m the Head of Global Technical Account Managers at a company called GitLab. I've been leading customer success teams for around 12 years, since before it was called customer success.

About GitLab

Let me tell you a bit about GitLab. We are an open DevOps platform that facilitates end-to-end collaboration from product design, all the way through to the creation, testing, and release of the code.

We enable all the teams involved in that process to collaborate in one place. We're an open-source platform. That means that customers and members of our community contribute back to our platform – we’ve seen over 2200 code contributions to date.

One of the key pillars of our success is our values, which include iteration, transparency, and collaboration – all vital elements of managing teams through change. In this article, I’ll share more about how we apply these values plus these three key themes for managing teams and building strategy through change:

  1. Your ultimate strategy always has to be customer value
  2. Applying change management techniques
  3. Always leading with transparency