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Last updated: 2025-01-23
Deliver an easy, informed, and reliable experience for customers to purchase GitLab products, manage their subscriptions, and view billing details and contacts.
The Subscription Management team is responsible for providing customers with the self-service tools and features needed to purchase GitLab products and efficiently manage their subscriptions and accounts.
By focusing on these areas, the Subscription Management team aims to reduce friction in the subscription lifecycle, improve customer satisfaction, and support GitLab's overall growth and retention goals.
| Feature | Maturity | Description | To reach the next Maturity level |
|---|---|---|---|
| Purchase subscription | 😊 Viable |
First time and repeat purchases of Gitlab.com and Self-managed subscriptions, as well as add-ons such as Storage, Compute Minutes and Duo Pro. | |
| View subscriptions | 😊 Viable |
Gitlab.com, SM, Dedicated subscriptions can be viewed in the Customers Portal. | |
| Renew subscription | 😊 Viable |
Gitlab.com and SM subscriptions can be renewed with a credit card. | |
| Auto-Renew subscription | 😊 Viable |
Gitlab.com and SM subscriptions can be auto-renewed, certain exclusion apply. | |
| Add seats to a subscription | 😊 Viable |
Gitlab.com and SM subscriptions can have seats added with a credit card. | |
| Remove seats from a subscription | ✖️ | Not Planned | |
| Upgrade a subscription | 😊 Viable |
Gitlab.com and SM Premium subscriptions can be upgraded to Ultimate with a credit card. | |
| Downgrade a subscription | ✖️ | Not planned | |
| View invoices | 😊 Viable |
All customers that purchased directly from GitLab can view their invoices. | |
| Pay for the invoice | 🌱 Planned |
All customers can pay for the invoice with a credit card. | |
| Manage payment methods | 😊 Viable |
All customers that purchased directly from GitLab can view and manage their credit cards. | |
| Quarterly Subscription Reconciliation (QSR) process | 🙂 Minimal |
QSR will process for some use cases of SaaS and SM subscriptions (Self-Service and Sales Assisted) that are opted into QSR. | |
| Special UX for Channel Partner customers | 😊 Viable |
Channel customers are able to login, manage contact information, view subscriptions and licenses. They get directed to the GitLab Partner to make subscription changes. | |
| Emails/In-app notifications related to subscription management | 🙂 Minimal |
Legend:
| Opportunity | Solution(s) |
|---|---|
| Customers often struggle to identify the appropriate contact for assistance with purchasing or managing their subscription and billing account. | We plan to create a "Contact Us" page where customers can view their Account Executive's contact information and direct links to reach support. |
| Customers would like the ability to add extra subscription contacts to their accounts without contacting Support. | We plan to enable customers to invite multiple billing account managers to the Billing Account. |
| Customers who purchased GitLab through the sales team would like the option to pay their outstanding invoices using a credit card. | We plan to build a "Pay for Invoice" page to enable one-time payments. |
| Customers in India are unable to make direct purchases from GitLab due to the Reserve Bank of India (RBI) mandate. | We plan to address this problem. |
| Opportunity | Solution(s) |
|---|---|
| Customers often find Upcoming Renewal emails confusing, as they tend to be irrelevant, unclear, and lacking actionable information. | Move subscription renewal emails out of Zuora and into CustomersDot. This will allow us to limit which emails are sent, and customize their contents. |
| Purchase flows in the Customers Portal lack a consistent user experience and scalable technical implementation. The process for buying Premium or Ultimate differs significantly from purchasing products like Storage or Compute, as well as from upgrading or renewing. This inconsistency increases the engineering team's workload in building and maintaining these various flows. | We are working to unify all purchase flows in the Customers Portal to enhance scalability and improve the user experience. |
| Opportunity | Solution(s) |
|---|---|
| A subscription set to auto-renew may fail to renew for several reasons: expired credit card, payment failure, unpaid overages, or issues calculating overages. | Analyze data on the number of subscriptions that failed to auto-renew and develop a tactical plan to increase the success rate of auto-renewals. |
| Approximately 5% of our customers are associated with multiple billing accounts, but the Customers Portal currently does not support this scenario. | Create an experience that allows customers to view and switch between multiple billing accounts seamlessly. |
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