Customer success & support OKR example

Keep new customers past their first 90 days

Reduce early churn.

Suggested timeframe: Set with your team1 objective · 3 key results

YOUR STARTING POINTCustomer success & support OKRs

OBJECTIVE

Reduce early churn

KR 1
Cut 90-day churn from 12% to 5%
KR 2
Get 90% of new accounts to the go-live milestone within 30 days, up from 55%
KR 3
Raise onboarding CSAT from 4.0 to 4.6 out of 5

Example targets. Adapt to your baseline before you start.

USE THIS WHEN

A big share of churn happens in the first months.

Make it work for your team

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.

FROM PLAN TO PROGRESS

Give these goals
a weekly rhythm.

Track your results, spot what needs attention, and keep everyone in the loop with Tability.

Make it your own. Then move it forward.

Your weekly check-in

Start with your team's baseline.

Clear objectivesMeasurable resultsAgreed owners

A clear owner for every result
Simple weekly check-ins
Progress reports, ready to share

Get this template as YAML

A machine-readable version of this example for a script or AI assistant.

title: Keep new customers past their first 90 days
objectives:
  - title: Reduce early churn
    outcomes:
      - title: Cut 90-day churn from 12% to 5%
        initiatives: []
      - title: >-
          Get 90% of new accounts to the go-live milestone within 30 days, up
          from 55%
        initiatives: []
      - title: Raise onboarding CSAT from 4.0 to 4.6 out of 5
        initiatives: []

KEEP EXPLORING

More examples to explore.

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Onboarding

Onboard more customers without more headcount

Scale onboarding with a one-to-many program.

Objective

Scale onboarding with a one-to-many program

Increase accounts onboarded per CSM from 8 to 20 per month
Move 70% of SMB onboarding to webinars and guided setup, up from 0%
Keep time to go-live under 21 days for scaled accounts

View template

Expansion

Grow net revenue retention

Make the customer base grow on its own.

Objective

Make our 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

View template

Retention

Spot at-risk accounts early

Get a reliable health score on every account.

Objective

Get a reliable health score on every account

Score 100% of accounts with an automated health score, up from 0%
Flag 80% of churned accounts as at-risk at least 60 days before renewal, up from 25%
Run a save plan on 100% of at-risk accounts over $10k ARR

View template

Keep new customers past their first 90 days

Reduce early churn

KPIs to watch alongside this OKR

Make it work for your team

More examples to explore.

Onboard more customers without more headcount

Grow net revenue retention

Spot at-risk accounts early