From b56f89dd124559274125e072bb670e0d9ee1a7f4 Mon Sep 17 00:00:00 2001
From: Antonio Djigo <31393623+djigoio@users.noreply.github.com>
Date: Fri, 5 Jun 2026 16:49:47 +0100
Subject: [PATCH] Update CS core principles to focus on value

---
 contents/handbook/cs-and-onboarding/customer-success.md | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

diff --git a/contents/handbook/cs-and-onboarding/customer-success.md b/contents/handbook/cs-and-onboarding/customer-success.md
index 5b797c8007c1..628f55ffdeb5 100644
--- a/contents/handbook/cs-and-onboarding/customer-success.md
+++ b/contents/handbook/cs-and-onboarding/customer-success.md
@@ -8,7 +8,7 @@ Customer Success Managers (CSMs) help customers get more value out of PostHog so
 
 ## Principles
 
-- **Show, don't tell.** Help customers prioritize their needs, deliver bad news early, and stay on top of their questions. Under promise, over deliver.
+- **Show, don't tell.** Help customers prioritize their needs, deliver bad news early, and stay on top of their questions. Scope honestly, constantly deliver value. 
 - **Help them save money, even when it costs us short term.** Long-term value matters more.
 - **Be their voice inside PostHog.** Advocacy only works if you're willing to go to bat for them. Push product and engineering to understand why a feature matters.