11 OKR examples for Customer Success Manager

What are Customer Success Manager 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 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 our OKR guide online.

Building your own Customer Success Manager 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 Manager OKRs examples

You will find in the next section many different Customer Success Manager 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 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 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 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 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 successfully manage strategic partnership

  • ObjectiveDrive strategic partnership success
  • Key ResultSecure 3 new strategic partnerships by leveraging network and industry connections
  • TaskInitiate contact with potential partners to gauge interest in forming a strategic partnership
  • TaskIdentify potential strategic partners based on existing network and industry connections
  • TaskPresent the benefits and value of a strategic partnership and negotiate terms
  • TaskFinalize agreements and establish clear communication channels for ongoing collaboration
  • Key ResultMaintain a customer satisfaction score of 90+ for all strategic partnership accounts
  • TaskProvide ongoing training and support to ensure customers are maximizing value from the partnership
  • TaskRegularly conduct surveys to measure customer satisfaction for all strategic partnership accounts
  • TaskIdentify areas of improvement based on survey feedback and implement necessary changes
  • TaskKeep open lines of communication with strategic partnership accounts to address any concerns or issues promptly
  • Key ResultIncrease revenue from strategic partnerships by 15% through cross-selling and upselling
  • TaskTrain sales team on cross-selling techniques to effectively promote additional products/services
  • TaskImplement a referral program to incentivize existing clients to refer new customers to strategic partners
  • TaskIdentify complementary products/services and develop a cross-selling strategy to upsell existing clients
  • TaskConduct market research to identify potential strategic partners for joint marketing and sales efforts
  • Key ResultAchieve a renewal rate of 95% for strategic partnership contracts

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 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 foster user-centric culture through stakeholder engagement

  • ObjectiveDrive a user-centric culture by engaging stakeholders
  • Key ResultIncrease user feedback submission rate by 20% through improved communication channels
  • Key ResultConduct user surveys and incorporate findings in product development
  • Key ResultIncrease user satisfaction score by 10% through better UX design
  • Key ResultHost 3 cross-functional stakeholder workshops to prioritize user needs

OKRs to successfully launch 20 e-services online

  • ObjectiveSuccessfully launch 20 e-services online
  • Key ResultSuccessfully pilot test 5 e-services leading to a bug-free launch
  • TaskFix identified issues following feedback for a bug-free launch
  • TaskGather a targeted focus group for pilot testing feedback
  • TaskDevelop beta versions of all 5 e-services for testing purposes
  • Key ResultFinalize operational plans for 10 e-services by end of month 2
  • TaskReview and update draft plans for all 10 e-services
  • TaskApprove and finalize all e-service operational plans
  • TaskAssign responsibilities for service implementation and management
  • Key ResultAchieve 90% user satisfaction rate on the first 10 e-services deployed
  • TaskProvide effective and quick customer support
  • TaskImplement frequent user feedback surveys on e-services
  • TaskImprove e-service interface design for increased usability

OKRs to successfully penetrate and gain market share in a new market

  • ObjectiveSuccessfully penetrate and gain market share in a new market
  • Key ResultAcquire 100 new customers through effective lead generation strategies in the new market
  • TaskDevelop compelling lead magnets tailored to the needs and preferences of potential customers
  • TaskImplement targeted online advertising campaigns to capture the attention of the new market
  • TaskBuild strategic partnerships and collaborations to expand reach and attract new customers
  • TaskConduct market research to identify target audience and demographics in the new market
  • Key ResultGenerate $500,000 in revenue from sales of the new product in the new market
  • TaskEstablish partnerships or distribution channels to reach a wider audience in the new market
  • TaskDevelop a comprehensive marketing strategy to effectively promote the new product
  • TaskConduct market research to identify potential customers and understand their needs
  • TaskMonitor sales data and adjust pricing or strategies accordingly to maximize revenue
  • Key ResultIncrease brand awareness by achieving 50,000 impressions through targeted advertising campaigns
  • Key ResultAchieve a customer satisfaction rating of 90% or higher through post-purchase surveys

Best practices for managing your Customer Success Manager 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 Manager 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 Manager 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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