Find your next good goal.

Objective

Give leadership a live view of progress every week

1. Get 95% of goal owners checking in weekly, up from 40%
2. Replace the monthly reporting deck with a live dashboard, cutting prep time from 2 days to 0
3. Flag at-risk goals within 1 week of slipping, down from end of quarter

Objective

Hit the milestones investors will ask about

1. Grow ARR from $3M to $5M
2. Show 3 consecutive quarters of net revenue retention above 110%
3. Close the books within 10 days each month with audit-ready financials, down from 25 days

Objective

Reduce early churn

1. Cut 90-day churn from 12% to 5%
2. Get 90% of new accounts to the go-live milestone within 30 days, up from 55%
3. Raise onboarding CSAT from 4.0 to 4.6 out of 5

Objective

Make our customer base grow on its own

1. Increase net revenue retention from 100% to 112%
2. Grow CS-sourced expansion pipeline from $100k to $300k per quarter
3. Reduce gross churn from 10% to 6% annualized

Objective

Get a reliable health score on every account

1. Score 100% of accounts with an automated health score, up from 0%
2. Flag 80% of churned accounts as at-risk at least 60 days before renewal, up from 25%
3. Run a save plan on 100% of at-risk accounts over $10k ARR

Objective

Cut resolution time while customer satisfaction holds

1. Reduce median time to resolution from 26 hours to 8 hours
2. Increase first-contact resolution from 55% to 75%
3. Keep CSAT at or above 92%

Objective

Deflect repeat tickets with self-serve help

1. Reduce tickets on the top 10 repeat topics from 900 to 400 per month
2. Publish or update help articles for 100% of the top 25 ticket topics, up from 40%
3. Raise help center self-serve rate from 30% to 55%

Objective

Grow references, reviews and case studies

1. Increase new reviews on G2 and Capterra from 5 to 25 per quarter
2. Build a reference pool of 30 customers, up from 8
3. Publish 4 customer case studies, up from 1

Objective

Scale onboarding with a one-to-many program

1. Increase accounts onboarded per CSM from 8 to 20 per month
2. Move 70% of SMB onboarding to webinars and guided setup, up from 0%
3. Keep time to go-live under 21 days for scaled accounts

Objective

Lift satisfaction on the moments that matter

1. Increase NPS from 28 to 45
2. Raise CSAT after onboarding and support from 85% to 93%
3. Follow up with 100% of detractors within 48 hours, up from 20%

Objective

Raise task success on our key workflows

1. Increase task success rate on the top 5 workflows from 70% to 90%
2. Raise System Usability Scale score from 62 to 75
3. Cut usability-related support tickets from 200 to 80 per month

Objective

Make consistent UI the default

1. Build 100% of new screens with design system components, up from 40%
2. Cut time to design and build a standard screen from 5 days to 2 days
3. Reduce UI inconsistency bugs from 50 to 10 per quarter

Objective

Talk to users every week

1. Run at least 4 user sessions per week, up from 1 per month
2. Test 100% of major features with users before build, up from 20%
3. Share a research summary with Product and Engineering every 2 weeks

Objective

Meet WCAG 2.2 AA on core flows

1. Fix 100% of critical accessibility issues on core flows, from 60 open to 0
2. Pass automated accessibility checks on 95% of pages, up from 50%
3. Complete screen-reader testing on all 5 core flows

Objective

Cut rework between design and engineering

1. Reduce design-related rework from 25% to 8% of tickets
2. Hold design reviews with engineering on 100% of features before build, up from 30%
3. Raise engineering satisfaction with design specs from 3.2 to 4.3 out of 5

Objective

Turn design improvements into measurable conversion

1. Increase signup flow completion from 45% to 60%
2. Raise checkout or upgrade flow conversion from 3% to 4.5%
3. Run 8 A/B tests on key flows, up from 1

Objective

Increase delivery speed while keeping change failure low

1. Increase deploys to production from 2 per week to daily
2. Reduce lead time for changes from 8 days to 2 days
3. Keep change failure rate under 10%, down from 18%

Objective

Make our product something customers can rely on

1. Reduce customer-facing incidents from 12 to 5 per quarter
2. Cut mean time to recovery from 3 hours to 45 minutes
3. Complete post-incident actions for 100% of major incidents within 2 weeks, up from 50%

Objective

Hit agreed SLOs on our most critical services

1. Raise API availability from 99.5% to 99.9%
2. Bring p95 response time on core endpoints from 900ms to 400ms
3. Define and publish SLOs for all 8 tier-1 services, up from 2

Objective

Free up engineering time lost to legacy code

1. Reduce build time from 25 minutes to 8 minutes
2. Cut time spent on unplanned maintenance from 35% to 20% of sprint capacity
3. Remove 3 deprecated services and their dependencies

Objective

Grow usage without cloud spend growing at the same rate

1. Reduce infrastructure cost per active customer from $4.20 to $3.00
2. Tag 95% of cloud resources to an owning team, up from 60%
3. Cut idle and unused resources from 18% to 5% of spend

Objective

Shorten time to first meaningful contribution for new engineers

1. Reduce time to first merged pull request from 10 days to 3 days
2. Get local environment setup under 1 hour, down from 1 day
3. Raise new-hire onboarding satisfaction from 6.5 to 8.5 out of 10

Objective

Catch the bugs customers would see before release

1. Reduce bugs found in production from 40 to 15 per month
2. Raise automated test coverage on critical user flows from 45% to 85%
3. Cut flaky test rate from 8% to 1%

Objective

Close the highest-risk security gaps before they're found

1. Patch 100% of critical vulnerabilities within 7 days, up from 60%
2. Enforce SSO and MFA on 100% of internal tools, up from 70%
3. Reduce open high-severity findings from 45 to 10