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      • Releasing a new version
      • Handling incidents
      • Bug prioritization
      • Event ingestion explained
      • Making schema changes safely
      • How to optimize queries
      • How to write an async migration
      • How to run migrations on PostHog Cloud
      • Working with ClickHouse materialized columns
      • Deployments support
      • Working with cloud providers
      • How-to access PostHog Cloud infra
      • Developing the website
      • MDX setup
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      • Data storage or what is a MergeTree
      • Data replication
      • Data ingestion
      • Working with JSON
      • Query performance
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        • sharded_events
        • app_metrics
        • person_distinct_id
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    • Setting up SSL locally
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    • Designing posthog.com
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      • Paid ads
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Customer Success Team

Last updated: Oct 11, 2022

On this page

  • People
  • Mission
  • Responsibilities
  • Q4 2022 Goals
  • Customer
  • Output metrics
  • Principles
  • Be customer obsessed
  • Connect with Product
  • Be an expert
  • Tell a story
  • Slack channel

People

See team structure page

Mission

Grow and retain customers who fit our target audience.

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

Q4 2022 Goals

  • Proposed Objective:
    • Scale Customer Success through automation
  • Proposed Key Results:
    • Finish Q4 with 24 more customers in the 20-100k ARR range than we started.
    • Every customer gets an automated CS intro email tailored based on their Ideal Customer Profile (ICP).
    • We can easily report on a customer's adoption and react according to where they are on the journey to provide maximum benefit.
  • Rationale:
    • We have learned a lot from selling this year and now it’s time to scale
    • We are getting more and more signups each week.
    • We need to improve conversion. Being more effective will come from automation.

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.

Tell a story

Compelling product demonstrations aren't about features; they tell the story of how a product solves a problem or pain.

Slack channel

#customer-success

Questions?

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Exec Team

People James Hawkins (CEO) Tim Glaser (CTO) Charles Cook (VP Marketing & Ops) Luke Harries (Head of Product) Kendal Hall (Executive Assistant) Mission Q4 2022 Goals

Read next article

Authors

  • Paul Hultgren
    Paul Hultgren
  • Cory Watilo
    Cory Watilo

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