Process Overview

Our renewal process is a 5 step process that begins 120 days prior to renewal date. The process lifecycle is as follows:

Renewal Process Phases

Criteria

A customer may become a Red Account based on events or account-level characteristics that elevate it to a concerning state.

Events within the company that trigger elevation to a Red Account, include but aren’t limited to:

• Macro
  • Massive Layoffs (manually tracked)
  • Budget Cuts (manually tracked)
• Champion Departure (manually tracked)
• Major Acquisition (manually tracked)
• Migration to GitHub (specifically, GitHub Cloud) (manually tracked)

Account-level characteristics that trigger elevation to a Red Account, include but aren’t limited to:

• Customer fails to deploy their Production Infrastructure within 60 days of contract signature (automatically tracked)
• Health Score at or below 5 (automatically tracked)
• No interaction with customer within the last 40 days based on Salesforce (automatically tracked)
• 5%+ decline in search and code intelligence across two consecutive months (automatically tracked)
• Non-use (or inconsistent/infrequent use) of products purchased (manual; automatic in the future)
  • Code Insights
  • Batch Changes

Process

An account may trigger for the Red Accounts program manually or programmatically based on attributes about the account. A TA or AE may elevate an account to the Red Account program at anytime by updating the ACCOUNT - RED ACCOUNT? field in Vitally to true.

For any customer that is tagged as a Red Account, a notification will be posted in #red-accounts via the Vitally integration. The account TA, in close partnership with the AE, will initiate a thread on the post in the #red-accounts channel providing relevant information about the current state of the account, needs, and the intended action plan. Any asks or needs against the intended action plan should be initiated via a thread on the slack post to allow for visibility and transparency.

Based on the needs of the situation, Technical Success and Sales leadership will review the request and the account team will align on the action plan forward.

Roles and Responsibilities

The TA will monitor the overall account and where applicable update the Vitally account record to indicate a ACCOUNT - RED ACCOUNT? is true.

Should either an AE or TA feel that an account which isn’t automatically categorized as red, is in fact red for any reason, they should align and the TA should update the Vitally account record.

Both the AE and TA are responsible for participating in the creation of the action plan, and overseeing the action plan through to resolution.

If and where Engineering work is required, an Engineering Technical Project Manager (TPM) will manage the action plan and coordinate resources.

Processes

Vitally will update this score once an hour, but the underlying traits still need to be maintained.

This Project will remind the TA team once a month to keep these traits up to date.

The remaining traits will be automatically imported to Vitally from BigQuery and Salesforce.

This View can be used to see the current state of these traits for your accounts all in one spot.

TA Assignment

Approximately 45 days before closure, TA leadership will assign the Technical Advisor Support Level on the Salesforce account to determine the customer segmentation for the customer. Once assigned, an account is created in Vitally, segmented as a Prospect. 35 days before closure, TA leadership assigns a TA to the Salesforce account record and to the Vitally record.

Hand-off from pre-to-post sales

35 days before closure, a Vitally playbook initiates and tasks the CE to create a pre-to-post sales handoff note. Once created, the CE scheduled a hand-off meeting with the AE, TA, and IE (if IE will be helping with the production implementation).

The TA begins to plan and prepare for the kick-off and begins to prepare for new user onboarding. They do this by working with the AE and CE to understand how many seats have been purchased, where these teams are located, and by identifying customer contacts to help coordinate onboarding.

Once a customer signs on with Sourcegraph, the TA will

• Generate a full license key.
• Schedule a kickoff call with our main contact(s) to plan the engagement.

The TA uses this deck for the partnership kick-off.

Resources

• Customer Health Dashboard

Standard trainings

• Sourcegraph 101 (Video training) - The basic “how to use Sourcegraph search” webinar. This should take a new users from 0 to able to use the tool competently. The repo includes a fully scripted talk track, a lesson plan version of the talk track for those who prefer that format to a script, a Slack follow up message to send to customers, test exercises for customers to run, and the content formatted for inclusion in a customer’s LMS for self-directed learning.
• Sourcegraph 102 (Video training) - This should take a customer from being a general Sourcegraph user through being able to use the majority of Sourcegraph’s advanced search features.
• Admin training webinar - This should take an admin for the instance through all of the elements of the admin area of the app, and leave them feeling confident with instance and user management training. This is not intended for cluster admins, and so does not cover sizing the cluster, etc.

Other trainings

• Security use case training - Currently in progress with ETA for completion of EOQ Q2FY23. This should walk customers through how to use Sourcegraph for the security use case.

Resources

• Training Webinar Recording
• Customer Training Engineer repo

Resources

• Product Feedback Dashboard

Resources

• Customer Health Dashboard
• Instance overview dashboard

Resources

• The QBR Guide details how CEs should execute a QBR.
• QBR Quickstart video
• QBR Deck Template
• QBR Deck Template (with value realization)
• Example QBR Deck
• Example QBR Survey
• Sample QBR Recording on Chorus

Planning

The TA fills out the Account - Context on Low Utilization field in Vitally, providing a brief overview about: Why is utilization below 80%? Are there any in-progress activities occurring right now to directly impact adoption? The TA also completes a Get Well Plan to align with the Account Team and Sales and TS leadership on the go forward plan. The TA provides the following as part of the initial plan:

• Current State of the Account, Relationship
  • Description: What’s the overall pulse of the account? Who do we have relationships with and how have things been going?
• Are we in their dev onboarding flow?
  • Description: We want every new dev to learn about Sourcegraph as they onboard to their company so it’s important that we try and get our stakeholders to include links and licensing provisioning for Sourcegraph as part of their new employee onboarding program.
• Do we have documentation in their CMS?
  • Description: We want to meet our customers where they are at. Most every company have their own internal documentation solution and we want Sourcegraph to be linked and referenced there to make it easy for devs to learn about and self-service their questions and needs.
• Do you have recurring syncs with biz stakeholders?
  • Description: How actively engaged are we and the stakeholders that we are talking to, are they able to connect us and help us with enablement and training?
• What are your plans for driving Utilization?
  • Description: This asks the TA and Account Team to lay out their specific plan and actions for increasing utilization to the 80% threshold or above.
• Where are you stuck / where do you need help?
  • Description: This is an opportunity for the TA and Account Team to call out risks or blockers and ask for help from other teams or leadership in order to execute the plan successfully.

Execution

After plan creation, the execute phase of the projects consists of bi-weekly updates from the TA via the Get Well Plan in Vitally which is reviewed by TA leadership.