The voice of AI, Data and Innovation
About the Guest
Sherrod Patching
VP of Customer Success at GitLab
Sherrod Patching is the Global VP of Customer Success at GitLab, leading Professional Services, CSx, Renewals, and Digital Success. With 20+ years in CS, she drives retention, satisfaction, and growth, while sharing strategic insights at global forums. She also supports anti–human trafficking efforts as a board member at 3Strands Global Foundation
Brief About the Episode
In this episode, Jas Kaur hosts Sherrod Patching, VP of Global Customer Success at GitLab, who shares her unconventional journey from music to tech leadership. She explains how customer success has evolved from feature-focused onboarding to driving measurable business outcomes at scale. Sherrod highlights how GitLab delivers value through outcome-based success planning, tiered CS roles, professional services, and measurable impact like faster release cycles and tool consolidation. She also discusses AI’s growing role in insights, onboarding, and scalable customer experience
Key Learnings for Leaders
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Shift CS from support to measurable value
Prove business outcomes like faster delivery, cost savings, and productivity—not just product usage or renewals
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Build scalable success models
Use tiered CS, outcome-based playbooks, and services to deliver value consistently across all customer segments
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Adopt AI for insight, not judgment (yet)
Use AI for data signals, onboarding, and risk prediction, while keeping strategic decisions human-led
Unlock outcome-driven customer success with AI-powered, value-first strategies
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