Library/Case studies/PostHog
PostHog
A fast growing product analytics company that runs on a public handbook. Leo read it as it stood on 31 December 2021, and we followed its own history to 2025.
Source: PostHog's public handbook, MIT licensed, copyright PostHog Inc
ArticleWhat Leo saw at PostHog, 1. The copy and paste that lasted three yearsIn May 2021 PostHog's handbook said to copy customer conversations from Slack into the CRM by hand, 'until we have a way to integrate the two'. Leo named the integration. The workaround went on 24 June 2024, 1,137 days after it was written down.Sales · 3 min readArticleWhat Leo saw at PostHog, 2. The support queue that was a week out of datePostHog aimed to answer paying customers in under 15 minutes, while their priority was set by hand once a week. Leo suggested setting it from billing. The weekly step went 158 days after the handbook Leo read.Customer support · 3 min readArticleWhat Leo saw at PostHog, 3. Always hiring, and asking every timePostHog asks the whole company before opening any new role, and says why. Leo saw that step repeated for engineers they were always hiring. By 2025 engineering was one standing opening, and the step was still there: a choice, not an oversight.People · 2 min readArticleWhat Leo saw at PostHog, 4. Every flight, handled twicePostHog offsets the carbon from every team flight. In 2021 each flight reached the same person twice, once to repay it and once to offset it. Leo suggested one record. PostHog moved repayment into its card tool instead.Operations · Finance · 2 min read
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