OBJECTIVE - Ensure our customers always succeed
It’s the essence of Customer Success, but how would you know a customer has succeeded? More trials would close as won, expansion sales would increase, churn would reduce, and NPS would rise. We think Customer Success must team up with Product Management be accountable for this OKR.
OBJECTIVE - Growth from my Customer Accounts
Another OKR that could be given to Customer Success Managers or Execs focuses on Account Growth. You’d know they’re doing a great job if Churn is low, Expansion Bookings are growing, and ARPA is rising.
Customer Success OKRs are relatively straightforward for a SaaS company as they are normally geared to MRR growth through better onboarding and expansion sales. Like with the other OKRs, the magic happens at the layer below these. The Initiatives. Here you decide what you’re going to do in order to affect these metrics, tracking the impact of each in a cycle of continuous performance improvement. And of course the benefits of being transparent about your Customer Success goals is that it helps other teams know where you are, how to be of assistance.
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