Scaling CS Without Scaling Headcount: How GitLab Runs a Pooled CSE Model with Gainsight

Session Abstract

In this session, leaders from GitLab share how they scaled Customer Success without adding proportional headcount by implementing a pooled Customer Success Engineering model powered by Gainsight and Salesforce. Attendees will learn when pooled coverage models are more effective than named account ownership, how automated routing and prioritization improve efficiency, and how enabling teams to triage and act quickly can enhance coverage, responsiveness, and customer outcomes at scale.