Customer Success OKR Examples

The clue is in the name: Customer Success

Luckily creating OKRs that tell you whether customers are being successful is not to hard

OBJECTIVE - Customers are happier and churning less

KEY RESULT 1 – Increase out NPS score to 8 this Quarter
KEY RESULT 2 – Reduce our Churn to Under 1% this Quarter

OBJECTIVE - World-class support looks like this

KEY RESULT 1 – Post support satisfaction score is over 90% this Quarter
KEY RESULT 2 – Average response time to support requests is under 1 hour this Quarter
KEY RESULT 3 – Increase the % Of NNMRR From Expansion Sales to 2% this Quarter

OBJECTIVE - Our Customer Success team are psychic

KEY RESULT 1 – 100% of churned clients were Red Flagged before they churned this Quarter
KEY RESULT 2 – 50% of cancelled accounts have been saved this Quarter

OBJECTIVE - Customers have tried with new product feature releases

KEY RESULT 1 – 80% of customers have tried new features within two weeks of release this Quarter
KEY RESULT 2 – 10 customers have provided feedback on new feature releases this Quarter

OBJECTIVE - Product expertise is accessible and used

KEY RESULT 1 – 20 new support videos have been published this Quarter
KEY RESULT 2 – 95% of customers find the answer they were looking for in the Knowledge Base
KEY RESULT 3 – 300 customers attended webinars this Quarter

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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