Customer Success

Customer Success owns the existing customer relationship for customers that spend >$1k/month in Langfuse. CS ensures that customers see value from using Langfuse. This helps us prevent churn and encourage expansion.

CS’s goals are customer satisfaction (NPS) and expansion (revenue).

As a rule, customers should know what they can do within Langfuse, get the right pointers to achieve their goals, and use Langfuse on the correct plan & usage patterns to receive reasonable bills.

Principles

• Customer Success is our ear to customers. CS makes sure that we know how our customers are doing (health score).
• We show value to customers. CS is responsible for understanding what our customers want to achieve and which resources can help them make the most of Langfuse.
• We are fast. We deal with customer requests async & quickly.
• We take customer requests and feedback seriously. We are building something people want. The easiest way to do this is by listening closely to them & understanding what works well and what needs to improve.

Process

Activities

• Health Scoring: Monitor customer health, identify customers who are at risk of churning, help them realize value of Langfuse
  • # Users in Langfuse (+ expansion)
  • # Traces (+ expansion/contraction)
  • Feature usage (# of features: tracing, evals, datasets, prompt mgmt)
  • $ bill (e.g., reach out if significant increase/decrease – help us/customers understand this before they receive a bill)
• Expansion: Drive cross-feature adoption as this leads to improved retention
  • Feature usage (# of features: tracing, evals, datasets, prompt mgmt)
  • Understand customer use case
  • → Recommend ways for customer to increase value from Langfuse
• Feedback: Inform our roadmap & product vision
  • Take customer feedback/requests
    • For small/mid customers: use Linear customer requests and link to backlog item (if exists)
    • For enterprise customers: set up partnership Google Doc with list of feature requests, can be revisited in future scheduled calls with them

Segments

• Small: 0-10k p.a. → Understand via metrics & automations
  • We manage this segment through aggregate data & automations (& together with the growth team)
  • No individual outreach & not core CS activity
• Mid: 10-50k p.a. → Light touch (e.g., regular Slack/email check-in, regular impersonation, schedule meeting if helpful/necessary)
  • This is our core segment. CS should know these companies. What do they work on, how do they use Langfuse? How is their account expanding/contracting? Are they happy with the product? What features are on their wishlist?
• Enterprise: 50k+ p.a. → High touch (e.g., quarterly meeting, named success manager, meeting links, shared success document)
  • This is our key account segment. We have a structured and high-touch motion.
  • What we deliver to the customer depends on what we contract and may include:
    • Regular partnership meetings
    • Uptime & support SLAs
    • Custom legal terms
    • Workshop/support hours with our team

Other

• Setting up Slack channels (link to support/plain)
• HubSpot
  • We track CS work in HubSpot (list of accounts & reviews/activities)
  • CS board in HubSpot
  • Discounts