10 OKR examples for Customer Success Manager
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 Manager 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 OKR meaning online.
Best practices for OKR
Your objectives should be ambitious, but achievable. Your key results should be measurable and time-bound. It can also be helfpul to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Building your own OKRs with AI
While we have some examples below, it's likely that you'll have specific scenarios that aren't covered here. There are 2 options available to you.
- Use our free OKRs generator
- Use Tability, a complete platform to set and track OKRs and initiatives – including a GPT-4 powered goal generator
How to track 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.
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 Manager OKRs templates
The examples have Customer Success Manager Objectives and Key Results, but they may also include the tasks that can help you get there.
OKRs to enhance client success and retention in North America
Enhance client success and retention in North America
Reduce client churn by 15% by improving customer service response time
Implement quicker communication channels- Train customer service representatives to respond more efficiently
- Regularly review and improve resolution times
- Increase client retention rate by 20% in Canada and USA
- Enhance customer service training for employees
- Implement robust customer loyalty programs in Canada and USA
- Regularly collect and analyze customer feedback
- Implement and track 2 client success initiatives resulting in higher customer satisfaction
- Implement those two initiatives for client enhancement
- Identify two key initiatives that will improve client success
- Regularly monitor and record the initiatives' impact on customer satisfaction
OKRs to increase account expansion by securing contract renewals for 90% of existing clients
- Achieve a high rate of contract renewals for existing clients
- Increase customer satisfaction rates by 15% via feedback surveys
- Improve account management processes to reduce churn by 10%
- Outperform monthly revenue targets by 20% to upsell and cross-sell
- Launch a customer referral program to generate 30% new business from existing clients
OKRs to improve customer retention rate by implementing a loyalty program
- Increase customer loyalty
- Collect customer feedback and iterate program based on results
- Launch a loyalty program within 2 weeks
- Increase customer retention rate by 20% within the first month
- Increase repeat purchases by 15% within the first quarter
OKRs to strengthen relationships with key accounts and identifying opportunities for growth
- Increase revenue through strategic account management
- Develop and execute personalized account plans for top 3 accounts
- Conduct 5 in-person meetings with key accounts to strengthen relationships
- Identify 3 new growth opportunities within key accounts
- Increase key account revenue by 10% through cross-selling and upselling
OKRs to successfully manage strategic partnership
- Drive strategic partnership success
- Secure 3 new strategic partnerships by leveraging network and industry connections
- Initiate contact with potential partners to gauge interest in forming a strategic partnership
- Identify potential strategic partners based on existing network and industry connections
- Present the benefits and value of a strategic partnership and negotiate terms
- Finalize agreements and establish clear communication channels for ongoing collaboration
- Maintain a customer satisfaction score of 90+ for all strategic partnership accounts
- Provide ongoing training and support to ensure customers are maximizing value from the partnership
- Regularly conduct surveys to measure customer satisfaction for all strategic partnership accounts
- Identify areas of improvement based on survey feedback and implement necessary changes
- Keep open lines of communication with strategic partnership accounts to address any concerns or issues promptly
- Increase revenue from strategic partnerships by 15% through cross-selling and upselling
- Train sales team on cross-selling techniques to effectively promote additional products/services
- Implement a referral program to incentivize existing clients to refer new customers to strategic partners
- Identify complementary products/services and develop a cross-selling strategy to upsell existing clients
- Conduct market research to identify potential strategic partners for joint marketing and sales efforts
- Achieve a renewal rate of 95% for strategic partnership contracts
OKRs to grow revenue from existing accounts through upselling and cross-selling initiatives
- Increase revenue from existing accounts through upselling and cross-selling
- Achieve a 15% increase in revenue from cross-selling
- Conduct at least 3 effective cross-selling presentations per month
- Achieve a 10% increase in revenue from upselling
- Secure repeat business from 80% of existing clients
OKRs to improve user retention rate and reduce churn
- Increase user loyalty and reduce attrition
- Increase overall retention rate by X%
- Increase average session duration by X%
- Decrease new user churn rate by X%
- Increase repeat purchase rate by X%
OKRs to foster user-centric culture through stakeholder engagement
- Drive a user-centric culture by engaging stakeholders
- Increase user feedback submission rate by 20% through improved communication channels
- Conduct user surveys and incorporate findings in product development
- Increase user satisfaction score by 10% through better UX design
- Host 3 cross-functional stakeholder workshops to prioritize user needs
OKRs to successfully launch 20 e-services online
- Successfully launch 20 e-services online
- Successfully pilot test 5 e-services leading to a bug-free launch
- Fix identified issues following feedback for a bug-free launch
- Gather a targeted focus group for pilot testing feedback
- Develop beta versions of all 5 e-services for testing purposes
- Finalize operational plans for 10 e-services by end of month 2
- Review and update draft plans for all 10 e-services
- Approve and finalize all e-service operational plans
- Assign responsibilities for service implementation and management
- Achieve 90% user satisfaction rate on the first 10 e-services deployed
- Provide effective and quick customer support
- Implement frequent user feedback surveys on e-services
- Improve e-service interface design for increased usability
OKRs to successfully penetrate and gain market share in a new market
- Successfully penetrate and gain market share in a new market
- Acquire 100 new customers through effective lead generation strategies in the new market
- Develop compelling lead magnets tailored to the needs and preferences of potential customers
- Implement targeted online advertising campaigns to capture the attention of the new market
- Build strategic partnerships and collaborations to expand reach and attract new customers
- Conduct market research to identify target audience and demographics in the new market
- Generate $500,000 in revenue from sales of the new product in the new market
- Establish partnerships or distribution channels to reach a wider audience in the new market
- Develop a comprehensive marketing strategy to effectively promote the new product
- Conduct market research to identify potential customers and understand their needs
- Monitor sales data and adjust pricing or strategies accordingly to maximize revenue
- Increase brand awareness by achieving 50,000 impressions through targeted advertising campaigns
- Achieve a customer satisfaction rating of 90% or higher through post-purchase surveys
More OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to expand BDR prospecting efforts into new target markets or industry segments
- OKRs to triple our revenue growth
- OKRs to enhance the accounting, financial, and tax processes architecture
- OKRs to enhance the SLA adherence for IT tickets
- OKRs to enhance service infrastructure to improve customer satisfaction
- OKRs to increase outsourcing sales performance
OKRs resources
Here are a list of resources to help you adopt the Objectives and Key Results framework.
- To learn: Complete 2024 OKR cheat sheet
- Blog posts: ODT Blog
- Success metrics: KPIs examples