handbook: improve CS new hire onboarding content

[danazou]

Summary

WIP rewrite of two CS handbook pages, opened as a draft for early review.

• customer-success.md — replaces the four-principles framing with: who CSMs manage, the value of CSM (NRR-anchored, proactive, account-specific), and a flat list of 8 levers linking out to deeper pages. Tone matches how-we-work.md / lifecycle-csm.md.
• new-hire-onboarding.md (the "spine") — restructures around the first month: Week 1 (how we talk about PostHog), Week 2 (in-person + your customers), Weeks 3-4 (start working with customers), plus "what good looks like" at end of week 4 and month 2-3 milestones. Merges the old PostHog curriculum into a new Learning PostHog section.

Status

Draft — there are a few inline TODOs:

• Pre-start reading list (Phil) (though I'm partial to not adding this)
• responding-to-signals.md link (not yet written)
• Cost-reduction page link in customer-success.md (handbook PR not yet landed)

Test plan

• Read both pages end-to-end
• Check the cross-links between them resolve correctly
• Sanity check the lever list in customer-success.md (order, naming, anything missing)
• Sanity check the first-month sequencing in the spine

🤖 Generated with Claude Code

[github-actions]

Deploy preview

Status	Details	Updated (UTC)
🟢 Ready	View preview	May 29, 2026 05:38PM

[github-actions]

Vale prose linter → found 25 errors, 37 warnings, 0 suggestions in your markdown

Full report → Copy the linter results into an LLM to batch-fix issues.

Linter being weird? Update the rules!

contents/handbook/cs-and-onboarding/customer-success.md — 3 errors, 4 warnings, 0 suggestions

Line	Severity	Message	Rule
7:28	warning	'CSMs' is a possible misspelling.	PostHogBase.Spelling
17:1	warning	'CSMs' is a possible misspelling.	PostHogBase.Spelling
30:149	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
31:173	warning	'CSMs' is a possible misspelling.	PostHogBase.Spelling
31:290	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
34:63	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
34:163	warning	Capitalize 'Session Replay' for PostHog's product. Use 'session replay' for the general industry concept.	PostHogBase.ProductNames

contents/handbook/cs-and-onboarding/new-hire-onboarding.md — 22 errors, 33 warnings, 0 suggestions

Line	Severity	Message	Rule
9:36	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
11:42	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
15:125	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
19:49	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
19:189	warning	'CSM's' is a possible misspelling.	PostHogBase.Spelling
19:205	warning	'automations' is a possible misspelling.	PostHogBase.Spelling
22:139	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
23:34	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
24:70	warning	Capitalize 'Product Analytics' for PostHog's product. Use 'product analytics' for the general industry concept.	PostHogBase.ProductNames
24:151	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
25:6	warning	Capitalize 'Session Replay' for PostHog's product. Use 'Session replay' for the general industry concept.	PostHogBase.ProductNames
25:46	warning	Capitalize 'Feature Flags' for PostHog's product. Use 'feature flags' for the general industry concept.	PostHogBase.ProductNames
25:88	warning	Capitalize 'Experiments' for PostHog's product. Use 'experiments' for the general industry concept.	PostHogBase.ProductNames
25:107	warning	Capitalize 'Experiments' for PostHog's product. Use 'experiments' for the general industry concept.	PostHogBase.ProductNames
25:252	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
25:289	warning	Capitalize 'Error Tracking' for PostHog's product. Use 'error tracking' for the general industry concept.	PostHogBase.ProductNames
25:329	warning	Capitalize 'Logs' for PostHog's product. Use 'logs' for the general industry concept.	PostHogBase.ProductNames
31:15	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
45:59	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
46:35	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
49:31	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
50:23	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
52:10	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
59:59	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
60:38	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
62:53	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
87:56	warning	'learnings' is a possible misspelling.	PostHogBase.Spelling
95:42	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
107:420	warning	Capitalize 'Session Replay' for PostHog's product. Use 'session replay' for the general industry concept.	PostHogBase.ProductNames
109:89	warning	Capitalize 'Product Analytics' for PostHog's product. Use 'product analytics' for the general industry concept.	PostHogBase.ProductNames
109:156	warning	Capitalize 'Session Replay' for PostHog's product. Use 'Session replay' for the general industry concept.	PostHogBase.ProductNames
109:172	warning	Capitalize 'Feature Flags' for PostHog's product. Use 'feature flags' for the general industry concept.	PostHogBase.ProductNames
109:191	warning	Capitalize 'Experiments' for PostHog's product. Use 'experiments' for the general industry concept.	PostHogBase.ProductNames
109:223	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
114:16	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
117:77	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
119:5	warning	'Product analytics' heading should be in sentence case, and product names should be capitalized.	PostHogBase.SentenceCase
119:5	warning	Capitalize 'Product Analytics' for PostHog's product. Use 'Product analytics' for the general industry concept.	PostHogBase.ProductNames
120:21	warning	Capitalize 'Product Analytics' for PostHog's product. Use 'Product analytics' for the general industry concept.	PostHogBase.ProductNames
134:5	warning	Capitalize 'Session Replay' for PostHog's product. Use 'Session replay' for the general industry concept.	PostHogBase.ProductNames
155:5	warning	Capitalize 'Feature Flags' for PostHog's product. Use 'Feature flags' for the general industry concept.	PostHogBase.ProductNames
155:5	warning	'Feature flags' heading should be in sentence case, and product names should be capitalized.	PostHogBase.SentenceCase
158:24	warning	Capitalize 'Feature Flags' for PostHog's product. Use 'feature flags' for the general industry concept.	PostHogBase.ProductNames
159:20	warning	Capitalize 'Feature Flags' for PostHog's product. Use 'feature flags' for the general industry concept.	PostHogBase.ProductNames
160:22	warning	Capitalize 'Feature Flags' for PostHog's product. Use 'feature flags' for the general industry concept.	PostHogBase.ProductNames
169:62	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
174:20	warning	Capitalize 'Experiments' for PostHog's product. Use 'experiments' for the general industry concept.	PostHogBase.ProductNames
184:5	warning	Capitalize 'Error Tracking' for PostHog's product. Use 'Error tracking' for the general industry concept.	PostHogBase.ProductNames
184:5	warning	'Error tracking' heading should be in sentence case, and product names should be capitalized.	PostHogBase.SentenceCase
185:18	warning	Capitalize 'Error Tracking' for PostHog's product. Use 'error tracking' for the general industry concept.	PostHogBase.ProductNames
194:5	warning	Capitalize 'Data Pipelines' for PostHog's product. Use 'Data pipelines' for the general industry concept.	PostHogBase.ProductNames
199:11	warning	Capitalize 'Surveys' for PostHog's product. Use 'surveys' for the general industry concept.	PostHogBase.ProductNames
199:30	warning	Capitalize 'Feature Flags' for PostHog's product. Use 'feature flags' for the general industry concept.	PostHogBase.ProductNames
199:44	warning	Capitalize 'Experiments' for PostHog's product. Use 'experiments' for the general industry concept.	PostHogBase.ProductNames
207:17	warning	'automations' is a possible misspelling.	PostHogBase.Spelling

[phildelgobbo]

Added some notes to be a bit more prescriptive about expectations (and replace "Dana" with "your team lead" hehe).

I agree, shouldn't add a pre-read list (feels a little anti-labor), but added a couple notes in the week 1 expectations that were really helpful for me.

[danazou]

@phildelgobbo also added all your comments in! thanks for the review