Responsibilities
- Own initial inbound contact requests from the website
- Deliver compelling product demos
- Help users get up and running with the product, and introducing the right PostHog people at the right time
- Make it easy to become a paying customer
- Ensure long term success with PostHog
Customer
- People currently paying $20k+/year to use PostHog
- People who could potentially pay $20k+/year to use PostHog
Output metrics
- New revenue
- Revenue retention
- Paying customer logo retention
Principles
No sales-y talk - we are direct, open and honest with customers. We share as much as possible publicly, rather than hiding it behind a mandatory demo call. We are honest when we don't know the answer, or if we're not sure that PostHog is the right solution for a customer.
Speed - we are frighteningly responsive. If a customer is in a rush, we do our best to work at their pace. We are clear about expectations, and do not promise what we cannot deliver to close a deal.
Engineers helping engineers - there is nothing more frustrating than talking to a salesperson who can't give you all the answers. We keep 'let me find out from the team' to an absolute minimum.
We don't use sales-y terminology like 'leads' - we are working with other human beings here. They are not sources of revenue to be 'converted'.
Being power users of PostHog is a must - otherwise we won't be credible. PostHog is a big and growing platform, so this is a challenge to stay on top of!
Slack channel
#team-customer-success
