OKRs for Customer Success

Get inspired and set great OKRs from this ready to use OKR library for Customer Success department

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The customer success team is the first point of interaction and has a strong impact on your business.  This team has a constant, maximum exposure, so, it is crucial to write the OKRs cautiously.

But on the contrary, customer success teams often misinterpret their KPI targets as Key Results. Key Results should be to the point and should have specific outcomes related to the Objective.

Below are OKRs for the customer success team –

OKR Examples for Customer Success Department

Build Exceptional Customer Experience for our tier-1 customers

  • Increase tier 1 NPS from 25 to 35
  • Conduct QBR with 100% of the tier-1 customers
  • Achieve 100% renewal rate from tier-1 customers

Smash renewals goals

  • Achieve more than 85% renewal rate
  • At least 40% of renewals are multi-year contract
  • Ensure 100% of customer success managers execute renewal plan

Build a world-class customer success team

  • Hire 5 new Customer Success Managers
  • Train 100% of customer success team on Customer Success playbook
  • Reduce the attrition in customer success from 30% to 15%

Build strong relationships with key executives in the client organization

  • At-least 90% of QBR held in presence of key executives
  • Increase key executives NPS from 30 to 55
  • At-least 90% of the customer success team met all key executives once in the current quarter

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After going through the OKR examples for the customer success team, we are sure you are now well-equipped to create the group and individual OKRs for your customer success department. 

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