Sales & CS Team

• Objective: git good at new sales
• Goals
  • Through adding new customers only:
    • Add 3 extra large customers ($100k/yr) - Simon
    • Add 4 large customers ($60k/yr) - Cameron
    • Add 20 medium customers ($20k/yr) - Cameron
  • Hit monthly logo retention targets for customers who have paid 2+ invoices:
    • Extra large customers ($100k/yr) - 100% - Simon
    • Large customers ($60k/yr) - 95% - Mine
    • Medium customers ($20k/yr) - 90% - Mine
    • Build a retention playbook so we have a repeatable process - Mine
  • Do more with inbound sales prospects:
    • Implement new automations that increase conversion from demo to paying, and potentially engage more self serve people - Joe
    • Generate a bunch of new leads from ICP signups - Charles
  • Hit our Support SLAs for all High and Normal priority customers - Marcus + Steven
  • Have one big (input) number that you own and report publicly each week - Everyone
• Anti-goals
  • We really need to understand how to do retention well first - let’s nail that in Q2 so that in Q3 we can then layer in expansion goals. But having expansion goals now feels premature, and we probably need another CSM to do this properly.
    • Some expansion will naturally happen through retention efforts anyway.
  • Events in themselves are not a goal, but may be useful to help hit the actual sales goals. Spending time in person with existing prospects is more likely to help here.

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-sales-and-cs