---
title: "Customer Success"
description: "How Customer Success works at Langfuse: owning the relationship for customers spending over $1k a month and making sure they see value."
---

# 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 / MS Teams channels (link to support/pylon)
- HubSpot
  - We track CS work in HubSpot (list of accounts & reviews/activities)
  - CS board in HubSpot
  - [Discounts](/handbook/sales-and-cs/sales#discounting)

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## Agent Instructions

This page is part of the [Langfuse](https://langfuse.com) documentation, published as plain Markdown for AI agents. Every page is available as Markdown by appending `.md` to its URL, or by sending an `Accept: text/markdown` header. This page: `https://langfuse.com/handbook/sales-and-cs/customer-success.md`.

### Querying these docs

If the answer is not on this page, query the documentation instead of guessing:

- **Semantic search** across all Langfuse docs, returning an answer with the relevant pages and excerpts. Ask a specific, self-contained question:

  ```bash
  curl -sG "https://langfuse.com/api/search-docs" --data-urlencode "query=How do I trace a LangGraph agent?"
  ```

- **Index of every page**: <https://langfuse.com/llms.txt>, with per-section indexes [llms-docs.txt](https://langfuse.com/llms-docs.txt), [llms-integrations.txt](https://langfuse.com/llms-integrations.txt), and [llms-self-hosting.txt](https://langfuse.com/llms-self-hosting.txt).

### Before writing Langfuse code

- **Install the [Langfuse Agent Skill](https://langfuse.com/docs/api-and-data-platform/features/agent-skill).** It encodes Langfuse's own best practices for instrumentation, prompt management, and evaluation, and materially improves results.
- **Read [What does a good trace look like?](https://langfuse.com/docs/observability/best-practices.md)** before instrumenting an application.
- **Verify endpoints, parameters, and response fields** against the [API reference](https://api.reference.langfuse.com) instead of inferring them from code examples.
- **Use the [Langfuse CLI](https://langfuse.com/docs/api-and-data-platform/features/cli)** (`npx langfuse-cli api <resource> <action>`) to read or write traces, prompts, datasets, and scores from the terminal.

Found an error in these docs? Please open an issue at <https://github.com/langfuse/langfuse-docs/issues>.