Goals
Objective: Build an awesome Onboarding team and create a great onboarding experience for our users
Q4 2026 Goals
- Hit Onboarding Specialist Logo Retention of 90% (team)
- Move onboarding off Vitally and onto Customer Analytics and Workflows by 16 October, with no automated email reaching someone it shouldn't, then rebuild our onboarding dashboard on Customer Analytics data so we can report on the program (Daniel)
- Define and validate an activation framework for Onboarding (Jordan)
- Improve the automated onboarding experience while preserving the value of high-touch onboarding (Magda)
- Create an onboarding video content library (Mark)
Handbook
Responsibilities
- Help users get up and running with PostHog. Provide guidance on integrating PostHog properly into their architecture.
- Offer billing assistance and help trim unnecessary spend.
- Check on usage and misconfigurations, support customers in using PostHog for long term success.
Customers
- Customers who are forecasted a first time bill of $500 or more
Output metrics
- Three month logo retention (90%)
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.
Engineers helping engineers - there is nothing more frustrating than talking to a person who can't give you all the answers. We keep 'let me find out from the team' to an absolute minimum.
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!