User Success Manual

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Manifesto
Mission
Guiding principles
Values
How your team embodies the Strapi values?
How The Team Works
Team structure
Team cadence
KPIs
Resources

Manifesto

Mission

Setting Strapi users up for success. Make sure users are not getting stuck while they use Strapi.

Guiding principles

The User Success department is the aggregation of 3 different teams that are acting on the same objective: the Documentation, Support and User Success teams.

All three teams are helping users in the development of their projects with Strapi.

With our community-first background, we help, support, provide resources and examples to let everyone succeed in their Strapi journey.

Values

How your team embodies the Strapi values?

Controlled Ambition: The user success team aims to make every single customer succeed with Strapi, no matter their size, industries, or use cases.
Genuine Humility: We value feedback from other teams and community members. Every team member is encouraged to continuously learn about the product and processes to make sure we provide expert guidance on all aspects of the Strapi platform.
Proactive Responsibility: We are proactive in the way we address Strapi users' questions and issues. We always assume positive intent. What matters the most is user satisfaction.
Rational Transparency: We aim to document everything and be as transparent as possible with our user base. Not only the product documentation but also our secret sauce in terms of technical writing best practices and style guide.
Active Care: We care about our users a lot. No matter if you are a community or enterprise user, we will try our best to help you succeed with Strapi. That being said, as the Strapi community continues to grow, its not an easy task to help everyone so please be patient and caring to the user success team in return.

How The Team Works

Team structure

The team is currently organized around 3 pillars:

Documentation: The documentation team is in charge of the documentation of Strapi, making sure that every software that we provide is well documented.

Support: Every day we are receiving tones of questions from community users and customers, we are here to help everyone in their Strapi journey and making sure you find answers to your questions.

Customer Success: Customers are special users, by subscribing to the Strapi offer, we are establishing a closer relation. A dedicated team is here to make sure that Strapi is well implemented in your global architecture.

Team cadence

Here is the list of team meetings, events and rituals we have in the User Success department:

Management:

Weekly 1-1: Every member of the team has a weekly 1-1 with their manager.
Yearly 1-1: Every member of the team has a yearly 1-1 with their manager to discuss their professional development plan.

Operations:

Weekly Department Meeting: We host a department-wide meeting every Friday to celebrate achievements, sync with all teams, review the KPIs, and share updates based on our OKR and initiatives.
Weekly Team Meeting: We host a team meeting every Monday to, review the KPIs, review last and next week's projects.

KPIs

NPS - User satisfaction about Strapi
CSAT - Customer satisfaction survey

Resources

✏️

12 Rules of Technical Writing

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Strapi Documentation Style Guide

Name	Description	Link	Teams	Sub-teams
Canny	User Feedback Management Tool	https://canny.io/	ProductUser SuccessDocumentation
FreshDesk	Ticketing system	https://freshdesk.com/	User Success	Support
Discourse	An open-source Internet forum	https://www.discourse.org/	User SuccessProduct	Support
Typeform	Software to handle online form building and online surveys	https://www.typeform.com/	AllMarketingUser SuccessSales & PartnersProductDocumentation	DevRelCorporate Marketing
Twitch	An online video live streaming service	https://www.twitch.tv/	MarketingUser Success	DevRelSupport
YouTube	An online video sharing and social media platform	https://youtube.com	MarketingUser Success	DevRelSupportCorporate Marketing
Discord	An voice-centric alternative to Slack where we have meetings and take coffee together	discord.com	AllUser SuccessDocumentation	DevRelSupport
Strapi	At Strapi, we like dogfooding our own product - We use it to power our website, blog, license server, and more	https://strapi.io	MarketingSales & PartnersUser Success	DevRelSupportCorporate Marketing
Notion	Knowledge software we use to manage our handbook (internal documentation) and our processes	https://www.notion.so	AllUser SuccessSales & PartnersProductDocumentation	DevRel
Zapier	Integrations between our tools	https://zapier.com	Sales & PartnersMarketingUser Success	DevRelCorporate Marketing
Miro	Mapping / Planning	http://miro.com	MarketingProductSales & PartnersPeopleTalentUser SuccessEngineeringDocumentation	Corporate Marketing
Orbit	Identifying top community contributors and potential Stars	https://orbit.love	MarketingUser Success	DevRelSupport
Slack	Main communication tool we use for internal communication. The usage guidelines are available here	https://slack.com	AllUser SuccessSales & PartnersDocumentation
HubSpot	CRM (Customer Relationship Manager) to centralize the discussions with our leads and customers	https://www.hubspot.com	Sales & PartnersMarketingFinance & LegalUser SuccessProduct	GrowthCorporate MarketingCustomer Success
GitHub	Code management software to collaborate on the Strapi open-source project and make decisions	https://github.com/	AllEngineeringProductUser SuccessDocumentation	DevRelSupport