Customer Success Team

People

Team members

Simon Fisher
Team lead
Customer Success
Cameron DeLeone
Customer Success

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 2023 Goals

Objective 1: Nail company revenue goals
- Reasoning: We are primarily focused on growth and retention and so we should measure ourselves on that.
  - KR: Finish Q1 with 15 more $20k+ ARR customers
  - KR: Add another large customer on an annual plan ($100k+)
Objective 2: Maintain existing customer base
- Reasoning: Looking after our existing customer base is super important for overall revenue growth.
  - KR: No churn in $20k+ ARR customers who’ve paid 2x bills of >$1667
  - KR: Mechanism to measure first response SLA (target less than 24h) for all 20K ARR customers regardless of channel
Objective 3: Nail Customer Success workflow
- Reasoning: We've done well so far with ad-hoc responses and customer engagement. We need to be able to scale effectively whilst maintaining high customer engagement.
  - KR: We have a prescriptive onboarding process defined which we use to ensure activation of all new target customers
  - KR: We define and implement the list of things we should do with every $20k customer on a monthly/quarterly basis

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.