15 OKR examples for Customer Success

What are Customer Success OKRs?

The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.

Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.

We have curated a selection of OKR examples specifically for Customer Success to assist you. Feel free to explore the templates below for inspiration in setting your own goals.

If you want to learn more about the framework, you can read our OKR guide online.

Building your own Customer Success OKRs with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.

Feel free to explore our tools:

Our Customer Success OKRs examples

You will find in the next section many different Customer Success Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).

Hope you'll find this helpful!

OKRs to enhance client success and retention in North America

  • ObjectiveEnhance client success and retention in North America
  • Key ResultReduce client churn by 15% by improving customer service response time
  • TaskImplement quicker communication channels
  • TaskTrain customer service representatives to respond more efficiently
  • TaskRegularly review and improve resolution times
  • Key ResultIncrease client retention rate by 20% in Canada and USA
  • TaskEnhance customer service training for employees
  • TaskImplement robust customer loyalty programs in Canada and USA
  • TaskRegularly collect and analyze customer feedback
  • Key ResultImplement and track 2 client success initiatives resulting in higher customer satisfaction
  • TaskImplement those two initiatives for client enhancement
  • TaskIdentify two key initiatives that will improve client success
  • TaskRegularly monitor and record the initiatives' impact on customer satisfaction

OKRs to increase account expansion by securing contract renewals for 90% of existing clients

  • ObjectiveAchieve a high rate of contract renewals for existing clients
  • Key ResultIncrease customer satisfaction rates by 15% via feedback surveys
  • Key ResultImprove account management processes to reduce churn by 10%
  • Key ResultOutperform monthly revenue targets by 20% to upsell and cross-sell
  • Key ResultLaunch a customer referral program to generate 30% new business from existing clients

OKRs to increase user revenue and reduce churn rate

  • ObjectiveIncrease user revenue and reduce churn rate
  • Key ResultReduce user churn rate by 10%
  • TaskImplement personalized engagement strategies to retain users
  • TaskImprove customer service and responsiveness to issues
  • TaskAnalyze past user data to identify common patterns of churn
  • Key ResultAchieve 15% increase in average revenue per user
  • TaskDevelop new premium features for upselling to existing users
  • TaskIntensify marketing campaigns targeting user engagement and purchases
  • TaskImplement dynamic pricing based on user behaviors and preferences
  • Key ResultIncrease user engagement with premium features by 20%
  • TaskImplement a rewards program for premium-feature usage
  • TaskDevelop specific in-app messages promoting premium features
  • TaskProvide free trials of premium features to users

OKRs to enhance expertise in customer success strategies and methodologies

  • ObjectiveEnhance expertise in customer success strategies and methodologies
  • Key ResultAchieve a 10% increase in customer satisfaction scores through the implemented changes
  • TaskImplement enhanced customer service training for employees
  • TaskReview and optimize after-sale services
  • TaskUpdate customer feedback mechanisms for easier responses
  • Key ResultImplement 3 identified best practices in customer service in real projects
  • TaskTrain servicing team and monitor the implementation process
  • TaskReview and understand each identified customer service best practice
  • TaskSelect real-time projects for implementing these practices
  • Key ResultSuccessfully complete 4 relevant industry-recognized certifications
  • TaskComplete and pass all certification exams
  • TaskIdentify and enroll in four industry-recognized certification programs
  • TaskEstablish a study schedule for each certification program

OKRs to improve customer satisfaction

  • ObjectiveAchieve next level customer love ❤️
  • Key ResultGet 15 new 5-star ratings on G2 Crowd
  • TaskReach out to users high NPS feedback asking for review
  • Key ResultReduce the number of weekly support tickets by 50%
  • TaskCreate a self serve documentation portal
  • Key ResultImprove the NPS score from 12 to 20
  • TaskCreate a list of 15 highly requested features to implement

OKRs to boost client engagement in our analytics services

  • ObjectiveBoost client engagement in our analytics services
  • Key ResultAchieve a 15% rise in client satisfaction scores for our analytics services
  • TaskDevelop and provide additional personalized analytics services
  • TaskImplement regular feedback collections from clients for service improvement
  • TaskEnhance client communication and response times
  • Key ResultSecure a 20% increase in signed-up clients using our analytics services
  • TaskOffer a limited-time discount or bundle option for new sign-ups
  • TaskOrganize webinars or workshops showcasing our analytics capabilities
  • TaskDevelop a compelling marketing strategy for our analytics services
  • Key ResultDeliver 3 new value-added analytics features to stimulate client usage
  • TaskDevelop and test these features with a focus on value-add
  • TaskIdentify potential new analytical features based on user feedback
  • TaskImplement and promote these features to existing clients

OKRs to improve customer retention rate by implementing a loyalty program

  • ObjectiveIncrease customer loyalty
  • Key ResultCollect customer feedback and iterate program based on results
  • Key ResultLaunch a loyalty program within 2 weeks
  • Key ResultIncrease customer retention rate by 20% within the first month
  • Key ResultIncrease repeat purchases by 15% within the first quarter

OKRs to land and expand through product stickiness

  • ObjectiveLand and expand through product stickiness
  • Key ResultReduce churn rate by 50%
  • Key ResultDouble our ARPC(Average revenue per customer)
  • Key ResultIncrease NPS rating by 10
  • Key ResultImprove results of Onboarding survey by 25%

OKRs to improve user retention rate and reduce churn

  • ObjectiveIncrease user loyalty and reduce attrition
  • Key ResultIncrease overall retention rate by X%
  • Key ResultIncrease average session duration by X%
  • Key ResultDecrease new user churn rate by X%
  • Key ResultIncrease repeat purchase rate by X%

OKRs to reduce activation churn

  • ObjectiveReduce activation churn via high-touch onboarding
  • Key ResultIncrease concierge onboarding sessions from 12% to 25% of leads
  • Key ResultIncrease engagement with onboarding drip fro 10% to 20%
  • Key ResultImprove survey scores from 3.2 to 4.1 for personalized onboarding calls

OKRs to get better user retention

  • ObjectiveIncrease customer retention
  • Key ResultIncrease customer satisfaction score by 20%
  • TaskDevelop a customer satisfaction survey
  • TaskImplement customer service training for employees
  • TaskAnalyze customer feedback to identify areas of improvement
  • Key ResultIncrease customer retention rate by 30%
  • TaskImplement a loyalty program
  • TaskTrack customer feedback and identify areas for improvement
  • TaskOffer discounts and incentives to retain customers
  • TaskMonitor customer churn rate and take corrective action
  • Key ResultIncrease weekly active users from 100 to 150/week
  • TaskImplement changes to increase user retention.
  • TaskDevelop strategies to encourage more user engagement.
  • TaskAnalyze user behavior to identify areas of improvement.
  • TaskMonitor user activity and adjust strategies accordingly.

OKRs to provide an awesome support experience

  • ObjectiveBe known for having legendary support
  • Key ResultImprove CSAT from 70% to 85%
  • TaskWrite FAQ for top 20 questions asked by users
  • Key ResultReduce first response time to 1h
  • TaskConnect support channels to Slack
  • TaskHave a clear rotation of on-support calls
  • Key ResultImprove average resolution time to be under 5h
  • TaskAdopt a clear escalation process to get faster help from devs
  • TaskCreate internal knowledge base for common issue

OKRs to grow revenue from existing accounts through upselling and cross-selling initiatives

  • ObjectiveIncrease revenue from existing accounts through upselling and cross-selling
  • Key ResultAchieve a 15% increase in revenue from cross-selling
  • Key ResultConduct at least 3 effective cross-selling presentations per month
  • Key ResultAchieve a 10% increase in revenue from upselling
  • Key ResultSecure repeat business from 80% of existing clients

OKRs to strengthen relationships with key accounts and identifying opportunities for growth

  • ObjectiveIncrease revenue through strategic account management
  • Key ResultDevelop and execute personalized account plans for top 3 accounts
  • Key ResultConduct 5 in-person meetings with key accounts to strengthen relationships
  • Key ResultIdentify 3 new growth opportunities within key accounts
  • Key ResultIncrease key account revenue by 10% through cross-selling and upselling

OKRs to improve team responsiveness

  • ObjectiveImprove team responsiveness while maintaining great customer satisfaction
  • Key ResultDecrease our First Reply Time from 6h to 20mins
  • Key ResultIncrease support calls ratings from 3.8 to 4.2 stars
  • Key ResultReduce our Average Resolution Time from 18h to 6h

Best practices for managing your Customer Success OKRs

Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.

Here are a couple of best practices extracted from our OKR implementation guide 👇

Tip #1: Limit the number of key results

The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.

We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.

Tability Insights DashboardTability's audit dashboard will highlight opportunities to improve OKRs

Tip #2: Commit to the weekly check-ins

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.

Being able to see trends for your key results will also keep yourself honest.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

Tip #3: No more than 2 yellow statuses in a row

Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.

As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.

Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.

Best way to track your Customer Success OKRs

OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full benefits from the framework. Reviewing progress periodically has several advantages:

  • It brings the goals back to the top of the mind
  • It will highlight poorly set OKRs
  • It will surface execution risks
  • It improves transparency and accountability

Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.

A strategy map in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.

More Customer Success OKR templates

We have more templates to help you draft your team goals and OKRs.

OKRs resources

Here are a list of resources to help you adopt the Objectives and Key Results framework.

Create more examples in our app

You can use Tability to create OKRs with AI – and keep yourself accountable 👀

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