Today we’re talking about engineering customer success by diving into using data to drive success initiatives in your business. We brought on Joshua Moskovitz who previously worked at Google as a Customer Engineering Leader, and is now an angel investor in the same area. He talks about what you deal with as a leader in customer success and the changes that a business will go through, requiring you and your departments to adapt and evolve as time goes on. Joshua tells about the two metrics you use to measure data, one being vanity metrics, which can show you how many users you have and thus understand how much you’re growing, but then there are clarity metrics, which you use as operational guideposts that show you how often people are using the product, for example.

Where Joshua came from and where he’s going 1:23
Coaching future leaders on similar problems he’s dealt with 7:11
Working with multiple technologies 12:10
Using this data 14:02
Once you have the data 19:30

“You’re gonna need to know from a vanity metric perspective how many daily active users you have, or how many new signups you have, or just how quickly you might be growing over time, but it’s really the idea of clarity metrics. The ones that you want to be tracking because they drive the right behavior, or they measure the right experience for your customers. Those are the ones that you definitely want to build out, understand, and be able to iterate on.” 14:17

https://www.linkedin.com/in/joshuamoskovitz/