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

Q1 2024 Goals

Objective: Grow and retain our $20k ARR customer base
Goals
- Through adding new or growing existing:
  - Add 6 large customers ($5k+/mo) - Simon
  - Add 27 medium customers ($1,667+/mo) - Cameron
- Hit monthly logo retention targets for customers who have paid 2+ invoices:
  - Large customer ($5k+/mo) - 100% - Simon
  - Medium customer ($1,667+/mo) - 95% - Mine
- Maintain a great support experience for users:
  - Make sure we have a clear framework and process for how we handle all types of support enquiries in Zendesk - Simon
  - All high-priority customer tickets get a response and team assignment within 1 business day - Marcus
  - All medium-priority customer tickets get a response and team assignment within 3 business days - Marcus
  - We have a dashboard to regularly review the above in Friday syncs - Marcus
- Improve engagement with existing customers:
  - 40% of high-value signups respond to inside sales outreach - Cameron
  - We get structured feedback from 5 >$20k ARR customers who pay monthly where we have never had a conversation with them - Mine
- Create new demo videos - overall and per-product - Simon
  - Create library of advanced ‘tips’ videos to be used in onboarding / in-app (short clips using Loom) - Cameron
- Come up with an events plan and start attending them if a relevant one pops up in Q1 - Simon
- Anti goal: building more process. We want to spend more time talking to customers, as we focused on building good processes in Q4.

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.