OBJECTIVE - Customers are happier and churning less
OBJECTIVE - World-class support looks like this
OBJECTIVE - Our Customer Success team are psychic
OBJECTIVE - Customers have tried with new product feature releases
OBJECTIVE - Product expertise is accessible and used
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.