Goals
Objective: Build an awesome Onboarding team and create a great onboarding experience for our users
Q2 2026 Goals
- Hit Onboarding Specialist Logo Retention of 90% (Team)
- Implement the onboarding conversations playbook in our workflow to promote more user engagement, and provide more value to our high-spend customers (Team)
Boosted User Experience
- Develop an “onboarding template” dashboard that can be used on customer accounts during calls and help teach customers to fix their own issues over time (Daniel)
Research & Process
- Drive the increase and maturity of internal onboarding metrics to better understand and communicate our team’s impact (Magda)
- Analyze a set of customer onboarding journeys to develop the onboarding program further through improved messaging and other necessary process adjustments (Magda)
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!