Customer Success OKRs

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've tailored a list of OKRs examples for Customer Success to help you. You can look at any of the templates below to get some inspiration for your own goals.

Examples of OKRs for Customer Success

The examples have Customer Success Objectives and Key Results, but they may also include the tasks that can help you get there.

You'll find 7 OKRs examples for Customer Success below, and some extra tips to write better quarterly plans at the end.

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 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 turn customers into advocates

  • ObjectiveOur customers are championing our product and services
  • Key ResultGet 100 reviews on G2 or Capterra
  • TaskIdentify happy users through NPS feedback
  • Key ResultWe have published 10 customer success stories
  • Key ResultWe get 20 leads every week coming from our referral program
  • TaskBuild a partner community
  • TaskCreate supporting material for our partners

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 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 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

OKRs to leverage positive feedback to increase advocacy

  • ObjectiveLeverage positive customer feedback to increase advocacy sentiment
  • Key ResultPublish 10 customer case studies
  • Key ResultGain 40 public reviews with 4+ stars across all platforms
  • Key ResultIncrease leads coming from advocacy resources from 50 to 85/week

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How to track your OKRs?

It's important to establish a cadence of check-ins for your OKRs for Customer Success.

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.

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

OKRs resources

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

Try Tability for your OKRs