OKRs examples for Customer Success

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 more about the meaning of OKRs online.

How to use these templates?

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.

We recommend Tability for an easy way to set and track OKRs with your team.

Check out the 5 best OKR tracking templates to find the best way to monitor progress during the quarter.

Customer Success OKRs templates

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

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
Reclaim your productivity with AI-powered OKR trackingAutomate the boring part of OKRs to cut the waste and spend more time doing what really matters.
Tability drawing a chart

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 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 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 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 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

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 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 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 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 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

Need more OKR examples?

Option 1: Use AI to generate OKRs

Try our OKRs generator, or use a goal-setting AI to generate great OKRs for you based on a description of your objectives.

Option 2: Check out other examples

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.