Customer Success Team

People

Team members

Mission

Grow and retain customers who fit our Ideal Customer Persona.

Responsibilities

Own initial inbound contact requests from the website
Deliver compelling product demonstrations
Assist users in getting up and running with the product, introducing the right PostHog people at the right time
Make it easy to become a paying customer
Ensure long term success with PostHog

Q3 2023 Goals

Objective 1: Retain and grow our hands-on ($20k ARR+) Customer base
- Reasoning: We are primarily focused on growth and retention and so we should measure ourselves on that.
  - KR: Customers who subscribe and are projected a first bill of $500+ pay and stay with us.
  - KR: 50% conversion rate to paid for high-volume (would hit $20k ARR) customers.
  - KR: No churn in $20k+ ARR customers who’ve paid 2x bills of >$1667.
Objective 2: Focused and proactive sales engagement
- Reasoning: We have the opportunity to focus more than we have done previously. Acquiring customers helps us grow.
  - KR: We proactively reach out to all paying volume customers who haven't subscribed yet within a week of us knowing about them.
  - KR: We proactively reach out to anyone who is about to pay a first bill of over $500.
Objective 3: Focused and proactive customer success
- Reasoning: We have the opportunity to focus more than we have done previously. Retaining existing customers helps us grow faster.
  - KR: We connect on a call once per quarter with 80% of customers >$20k ARR for a higher level discussion on their success with PostHog.
  - KR: We have a structured way to evaluate churn risk/engagement across the organization based on this quarterly conversation (aside from product usage data).
  - KR: We perform structured account reviews before a call with the customer.
  - KR: We have one cross-product adoption success from our >$20k ARR customer base for each of Session Replay, Data Warehouse, Feature Flags.
Objective 4: Improved CS tooling and processes
- Reasoning: As we scale having accurate and timely data helps us be effective.
  - KR: We can see accurate and useful organization, person and revenue data inside PostHog and can navigate between these with ease.
  - KR: We have internal tracking issues for big customer product requests linked to public-facing ones in the PostHog repo.

Customer

Primarily brand new and existing users of our self-serve product

Output metrics

Revenue through conversion of high quality free sign-ups to paid
Existing customer retention

Principles

Be customer obsessed

People contact us because they have a problem that they need help with. Spend time understanding why they are talking to us and align all of your work with that. Regularly check in with yourself and the customer and ask whether you are helping them to solve their problem.

Go at the speed of the customer. If they want to move fast, we move fast. If they want to take their time, be ready for them when they need us.

Connect with Product

Customer feedback is a key part of our Product strategy. Ensure that your customer needs are represented back into our Product team.

Understand the roadmap and get customers excited about what's new and coming soon.

Be an expert

First and foremost, you should have a deep understanding of how our product is used by customers and how it benefits them. A deep level of expertise will allow you to share knowledge and insights which perhaps the customer had not yet considered. This will strengthen the adoption and trust the customer has in PostHog and our team.