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Free Toolkit

FREE The Customer Success Handbook Template

Every month we release a toolkit either provided by guests of the CS Makeover show, or inspired by a solution they shared. In the April 2021 show, David Sakamoto and Sherrod Patching of GitLab shared their Customer Success Handbook template that helped them drive alignment throughout the org as it tripled in size in two years.

Tool Uses

  • Align teams: A handbook helps you share your vision and your system with peers, stakeholders, and team members. This tool helps you literally get everyone on the same page.
  • Onboard New Hires: Reduce time-to-activation for new or promoted team members by providing them a guide for their new role.
  • Capture Best Practices: A handbook is a living document to capture lessons learned and continually improving practices.


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