Make the customer base grow on its own.
Increase net revenue retention from 100% to 112%
Grow CS-sourced expansion pipeline from $100k to $300k per quarter
Reduce gross churn from 10% to 6% annualized
Customer success owns renewals and expansion, or you want it to.
Keep these measures in view as you review progress.
Set your baseline. Check where you are today, then choose targets that stretch your team.
Agree on ownership. Give each key result a clear owner and a source of data.
Check in every week. Review the numbers, share confidence, and decide what needs attention.
A machine-readable version of this example for a script or AI assistant.
Customer success & support OKR example
Suggested timeframe: Set with your team
1 objective · 3 key results
Example targets. Adapt to your baseline before you start.title: Grow net revenue retention
objectives:
- title: Make our customer base grow on its own
outcomes:
- title: Increase net revenue retention from 100% to 112%
initiatives: []
- title: Grow CS-sourced expansion pipeline from $100k to $300k per quarter
initiatives: []
- title: Reduce gross churn from 10% to 6% annualized
initiatives: []
Reduce early churn.
Reduce early churn
Get a reliable health score on every account.
Get a reliable health score on every account
Cut resolution time while CSAT holds.
Cut resolution time while customer satisfaction holds