Goals
Q2 2026 Goals
- Hit CSM Net Revenue Retention (NRR) of 120% (CSMs)
- Hit and track all team revenue goals (Dana)
AI tooling 
Ben SmithBen Smith
Experiment with using AI for working effectively with larger customers (eg. more than 10 projects). Our existing tooling works best with customers with a small number of projects, and we don't have any playbooks for working with larger teams.
We'll know we're successful when: We have an initial documented playbook, leading to confidence working as CSMs with even the largest customers.
Create a repeatable spike alert response playbook 
Christophe Eynius TranbergChristophe Eynius Tranberg
Create a clear, step-by-step guide for how CSMs and customer-facing folks should triage and respond when a customer's usage spikes unexpectedly.
We'll know we're successful when: Playbook is published in the handbook and we can easily get access to it via AI agents. It covers how to identify the cause with limited context, when to reach out, what to say, and how to be a helpful investigation partner.
SMEs to share changelog updates, use cases, north star customers 
Phil DelGobboPhil DelGobbo
Many people on the team are SMEs. Let's figure out a repeatable way for SMEs to share general knowledge updates (relevant changelog updates, interesting use cases) to the Sales/CS teams.
We'll know we're successful when: We have a loosely defined and cadenced structure for SME knowledge sharing, and it is published in the SME handbook page
AI — weekly digest / signals for less-engaged customers Phil DelGobboPhil DelGobbo
Leverage our existing signals and MCPs to create a weekly engagement digest highlighting usage trends for low-touch customers. This is a starting point and can be grown in future quarters.
We'll know we're successful when: A published skill in the skills repo to serve as a starting point for future development.
Account auditing deep dive 
Steven TruongSteven Truong
Experiment with using AI (MCP) to do deeper account analysis for actionable signals that we can codify into handbook best practices.
We'll know we're successful when: A list of actionable items is published in our handbook that team members can use for customer outreach.
Tactics on engaging with unengaged customers 
Dana ZouDana Zou
We have a good foundation for getting started with customers, but there will be times when a customer doesn't respond to our outreach. What specific tactics can we use to continue providing value and eventually establish that relationship?
We'll know we're successful when: we have a documented playbook for re-engaging unresponsive customers – with a set of tactics CSMs can try rather than giving up
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!