Portfolio
Speaking, podcasts, and published writing.
External appearances covering CS Ops, GTM strategy, customer health, and AI in operations.
Speaking
Establishing, Refining, and Evaluating Your Customer Health Framework
Sold-out session at Gainsight Pulse 2023. Covered the PROVE health scoring framework built at GitLab — weighted model design, validation against churn data, and embedding health scores as an operational tool rather than a reporting artifact.
Watch the sessionDigital and Scale Are Not Just For the Longtail
Made the case that digital CS programs belong across the entire customer base, not just low-touch segments. Covered GitLab’s digital program architecture and the operational infrastructure required to run it at scale.
Watch the sessionElevating Success: Leveraging Customer Operations in Challenging Times
Live presentation at the CS100 Summit hosted by ClientSuccess. A few weeks after the event, recorded a webinar version for attendees who couldn’t be there in person. Covered how CS Ops infrastructure enables CS teams to do more with less — particularly relevant during the 2023 market correction when headcount was frozen but retention expectations weren’t.
Watch the webinar recordingMaximizing Customer Retention in an AI-Driven World
Covered how AI is reshaping the operational infrastructure of CS teams — what changes, what doesn’t, and how to build retention systems that hold up as AI capability scales.
Watch the sessionPodcasts
Building Effective Customer Scorecards
Deep dive into customer health scoring design: how to weight signals, how to validate weights against actual churn data, and why most health scores measure everything equally and therefore measure nothing precisely. Covers the PROVE framework in full.
Listen to the episodeEnergizing Customer Experience with Success Ops at GitLab
Covered how CS Ops functions as the connective tissue between CS strategy and frontline execution — tooling, data, process design, and the operational cadence that keeps a 250-person CS org aligned.
Listen to the episodeHow CS Ops Drives Net Retention at GitLab
Covered the operational mechanics behind GitLab’s 130%+ NRR — health scoring, renewal ops, digital programs, and the product telemetry work that identified 80%+ of previously unknown churn risk.
Listen on Apple PodcastsProving Your Value With Jeff Beaumont
Discussed how CS and Sales leaders can demonstrate operational impact in terms that connect to revenue — metrics, narratives, and the internal positioning required to grow CS Ops influence at a leadership table.
Episode no longer availableThe Customer 360 Conundrum: Everyone Wants What No One Has
Covers GitLab’s customer 360 program — how product usage data gets distributed across CS and Sales, what the infrastructure actually looks like, and why most customer 360 initiatives stall before they surface a single useful signal.
Watch on YouTube Apple PodcastsPublished Writing
Lessons from GitLab: Implementing CS Operations at Scale
Covers the build sequence for GitLab’s CS Ops function — from foundational data infrastructure through health scoring, digital programs, and renewal operations. One of the more complete public accounts of how a CS Ops practice gets built at a high-growth SaaS company.
Read the article3 Ways GitLab’s CS Ops Team Drives Retention
Newsletter feature covering the three operational levers that moved GitLab’s retention numbers — health scoring, digital CS programs, and the renewal operations function.
Read the articleCS Ops is the 2.0 Leader’s Secret Weapon
Quoted piece on how CS Ops evolves as an organization scales — what it looks like at 50 people versus 250, and what leaders get wrong about the function in each phase.
Read the articleAMAs
Influencing the C-Suite
Open Q&A on how CS Ops leaders can build credibility at the executive level — translating operational metrics into business outcomes, structuring the narrative, and getting a seat at the table before the decision is made.
Read the AMAScaling a Customer Success Team
Open Q&A on the operational infrastructure required to scale a CS org without losing signal — segmentation, tooling decisions, handoff design, and the process rigor that keeps a growing team from becoming a coordination problem.
Read the AMA
Jeff Beaumont 