Make sure customers have the information they need to be successful with PostHog and deliver it in a way which sparks joy.
Improve our SLA achievement without causing a CSAT catastrophe (Ben & Ben)
- Rationale: Business as usual = A good start
- What we'll ship: Issue coming soon
- We'll know we're successful when: We're regularly hitting 90% SLA achievement for Normal+ prio tickets. CSAT doesn't fall below 80%.
Make everyone a subject matter expert as part of their onboarding (Abigail)
- Rationale: More experts = fewer escalations
- What we'll ship: Issue coming soon
- We'll know we're successful when: Everyone is an expert in something and we have a playbook for learning when we hire next.
Support users outside of Zendesk (Steven)
- Rationale: Other communities = good word of mouth
- What we'll ship: Issue coming soon
- We'll know we're successful when: We know if a community focus is worth it and we more regularly see users helping each other.
Centralize and improve all email comms (Joe)
- Rationale: Better processes = Easier messaging beta
- What we'll ship: Issue coming soon
- We'll know we're successful when: We have all emails coming from C.io, campaign metrics generally improve, messaging beta goes well.
Make sure our upcoming betas and product launches are successful (Joe)
- Rationale: More products = More revenue.
- What we'll ship: Issue coming soon.
- We'll know we're successful when: We're successfully completing all launch plans and are getting enough users in each beta.
Side quests
- Run another YC F24 campaign, but with even less direct work (Joe)
- Continue supporting CS & Sales with everything they need to sell (Joe)
- Onboard a new product marketing manager to increase bandwidth (Joe)
- Ship Max AI and track reduction in the overall ticket volume (Steven)