Overview

For our Guided business, the customer lifecycle is comprised of the following stages *for customers in their first year with Sourcegraph- as customers progress through these stages their segment are updated on Vitally to reflect their current stage (coming soon for Guided).

To see a visual overview of all Guided Customer Success activities throughout the customer lifecycle, please refer to our Guided Customer Journey Miro board.

0. Prospect

A late-stage new business prospect expected to close within 45 days. At this stage, the Solutions Engineer and Account Executive begin transferring knowledge to the Customer Success Manager (CSM), who joins the customer relationship to support post-sale activities. The CSM then prepares for the partnership launch.

1. Onboarding

Once the deal closes, the account moves into the Onboarding phase of the customer lifecycle. For Guided customers, this phase lasts the first 30 days of the partnership. During this period, the Guided Customer Success Manager (CSM) team focuses on:

• Ensuring end-users are successfully invited to their Sourcegraph instance by the designated Instance Admin
• Confirming that the Instance Admin, Champion, and Program Contacts are enrolled in the digital onboarding playbook, which delivers a drip email campaign with helpful enablement resources
• Executing the enablement plan outlined during the partnership kickoff, including scheduling and conducting Champion or team trainings, sharing targeted resources, and inviting users to relevant technical webinars

The primary objective of the Onboarding phase is to get users fully activated and engaged within Sourcegraph—aiming to reach 80% Monthly Active Users (MAU) relative to total seats purchased by the end of the first 30 days.

2. Adopting

Following the Onboarding phase, accounts transition into the Adoption phase—a 60-day period spanning from Day 30 to Day 90 of the contract. This stage is focused on deepening product usage and driving sustained engagement.

For Guided segment accounts in good health, key stakeholders such as the Instance Admin, Champion, and/or Program Contacts begin receiving Monthly Recap emails. These emails highlight high-level usage metrics across the organization and are designed to keep stakeholders informed on team adoption and activity.

At Day 45, these contacts are also sent "201-level" content to promote more advanced use cases aligned with their contracted product(s). This content is distributed by the Guided - Day 45 Touchpoint playbook.

Throughout the Adoption phase, the Guided Customer Success Manager (CSM) closely monitors usage trends and continues to deliver targeted enablement resources as needed.