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Goals

Q4 2026 Goals

  • Hit CSM Net Revenue Retention (NRR) of 110% using quarterly comparison method (CSMs)
  • Hit and track all team revenue goals (Phil)

As the strongest CSM, tackle big rocks Jake Sciotto

No potatoes will be sent to customers this quarter, but let's talk about rocks.

We're great at the little rocks: a broken flag, a weird bill, a question in Slack. Those keep customers happy. The big rocks, like getting a customer onto a new product or moving them off another tool, are what actually grow an account (number go up = good), and they're the ones that stall. This quarter I'm going after the big rocks in my book and turning each one into a playbook the team can pick up.

We'll know we're successful when:

  • Three big rock playbooks live in the handbook, each one run for real with a customer in my book
  • Each one covers who you need on the customer side, the steps, where it usually stalls, and what "done" looks like
  • At least one other CSM uses one on their own account before quarter end

Stakeholder Engagement Strategies Phil DelGobbo

Here in CS, we do a really terrific being valuable to our users. Engineers, Product Managers, day-to-day users who engage with our platform leverage us to get the most out of PostHog, and it works great. For smaller orgs and start-ups, this is perfect, because the users are often the decision makers. At more enterprise-sized companies, we can end up disconnected to the people who decide if they use PostHog or go somewhere else. We need to improve our ability to connect with customer leadership, and demonstrate our value at the top of the org.

We'll know we're successful when:

  • A handbook page around stakeholder engagement, including:
    • Identifying the right stakeholders
    • Outreach and maintained engagement strategies for executives
    • Demonstrating value to someone who doesn't use PostHog

Help CSMs find relevant value nuggets easier Kaya Thomas

Build of library of low effort high impact recommendations we have sent to customers that have saved them time or help them understand their own customers better. This will allow us to not always defaulting to cost optimization since we won't have to start from scratch each time we're trying to find value nuggets that might be relevant to our specific customers. Library will live in a Slack canvas to start and have accompanying Slack app that we allow us to easily populate the canvas.

We'll know we're successful when:

  • We have a robust list (50+) of proven wins we've had with customers.
  • You don't start from scratch each time when trying to find a recommendation for a customer.
  • You no longer default to cost optimization as the first lever to engage a customer.

Make Claude a reliable investigation partner for every CSM Ryland Bowles

Right now Claude is basically guessing which skills to use. There are ~390 skills in the project 2 skill store and Claude Code only keeps descriptions for so many of them in context (about 1% of the context window), the rest it only sees by name. We end up pointing it at the right skill, pasting doc links in, and correcting it mid-investigation. Lots of the cs skills also overlap (we have 3 different weekly retro skills). I want to build a certified set of cs skills for the core stuff we do every day (account audit, account explorer, usage/spike investigation, handover). Each one gets a per product docs map that Claude only reads when an investigation goes into that product, so it pulls the right docs without bloating everyone's context.

We'll know we're successful when:

  • A certified list of ~10 cs skills lives in the handbook, each with an owner and last verified date, and the overlapping ones are merged or archived
  • Testing on 5 past real investigations to see if Claude gets to the right product docs without anyone pasting links, compared to a baseline from the start of the quarter
  • Certified skills get used more in q1 2027 (after the list is published) than in q4 2026, measured by skill usage across the cs team

Coming Soon Evelynn Oberheitmann

Handbook

Responsibilities

  • Help users get up and running with PostHog, introducing the right PostHog people at the right time
  • Guide and support customers in using PostHog for long term success

Customer

  • People currently paying $20k+/year to use PostHog
  • Smaller customers who are forecasted a first time bill of $500 or more

Output metrics

  • 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