Overview

This doc provides guidance for AMs/CSM/TSEs for when customers ask for a data export when they are churning.

Policy

For customers who churn off Gem (to another platform, and even to Ashby), we will provide a standardized export of their prospect, project, sequence, and touchpoint data via CSVs.

Philosophy

• Customers owns their data. We don’t want to create the perception that we’re holding their data hostage.
• However, we also don’t want to commit resources to doing any additional or custom work, since those customers are leaving Gem. We will not build any additional one-click features for our churning customers to easily import their data into another system.
• We will continue standing by not exposing the Gem API for offboarding - the intended use was not for data export,

Internal process

1. CSMs file an Eng-oncall task to run a script and provide a standardized data export.
• File on-call task: “Please run a full data export for this customer who is churning”
2. EPD will run a script and share the export via Slack. The export is a zip folder containing the following in CSV format:
1. List of Prospects + projects they belong to
2. List of Projects
3. Sequence Templates
4. List of Users
5. All historical touchpoints
3. CSMs share the data export

In the future, EPD will build tooling for CSMs to request an export directly from the Support dashboard.

Example

• Hinge Health Export

• Overview
• Policy
• Philosophy
• Internal process
• Example