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Customer success OKRs

Customer success OKR examples and templates

Help customers succeed. Give them a reason to stay.

Customer success and support team OKRs connect onboarding, product adoption, and service quality to customer retention. These examples cover both the experience customers have and the value they achieve.

Find your template 8 examples, ready to make your own
Clear objectivesMeasurable key resultsBuilt for a weekly check-in

What is a good customer success OKR?

A good customer success OKR pairs one clear objective with two to four measurable key results the team can score every week. It describes an outcome rather than a list of activities, sets targets that are ambitious but scoreable, and is reviewed weekly so blockers surface before the quarter gets away from the team.

START WITH THE OUTCOME

What does your team want to improve?

Pick a starting point. Adjust the targets to your baseline.

8 matching templates

Onboarding

Keep new customers past their first 90 days

Reduce early churn.

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
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Make this plan yours.

Copy the template below, then open Tability. In your plan, choose Import goals from CSV or text and paste it into Import from text.

Create an account

Expansion

Grow net revenue retention

Make the customer base grow on its own.

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
View template FROM PLAN TO PROGRESS

Make this plan yours.

Copy the template below, then open Tability. In your plan, choose Import goals from CSV or text and paste it into Import from text.

Create an account

Retention

Spot at-risk accounts early

Get a reliable health score on every account.

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
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Make this plan yours.

Copy the template below, then open Tability. In your plan, choose Import goals from CSV or text and paste it into Import from text.

Create an account

Support

Resolve tickets faster without hurting satisfaction

Cut resolution time while CSAT holds.

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%
View template FROM PLAN TO PROGRESS

Make this plan yours.

Copy the template below, then open Tability. In your plan, choose Import goals from CSV or text and paste it into Import from text.

Create an account

Support

Stop answering the same question twice

Deflect repeat tickets with self-serve help.

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%
View template FROM PLAN TO PROGRESS

Make this plan yours.

Copy the template below, then open Tability. In your plan, choose Import goals from CSV or text and paste it into Import from text.

Create an account

Advocacy

Turn happy customers into advocates

Grow references, reviews and case studies.

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
View template FROM PLAN TO PROGRESS

Make this plan yours.

Copy the template below, then open Tability. In your plan, choose Import goals from CSV or text and paste it into Import from text.

Create an account

Onboarding

Onboard more customers without more headcount

Scale onboarding with a one-to-many program.

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
View template FROM PLAN TO PROGRESS

Make this plan yours.

Copy the template below, then open Tability. In your plan, choose Import goals from CSV or text and paste it into Import from text.

Create an account

Retention

Raise customer satisfaction

Lift CSAT and NPS on the moments that matter.

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%
View template FROM PLAN TO PROGRESS

Make this plan yours.

Copy the template below, then open Tability. In your plan, choose Import goals from CSV or text and paste it into Import from text.

Create an account

Example targets are illustrative. Set yours using your team's actual baseline.

More customer success examples from the library

Explore other approaches to this topic. Check the measures and targets against your own situation.

Customer success & support

Achieve 5k monthly revenue in SaaS

Objective

Achieve 5k monthly revenue in SaaS

  1. Increase customer base by 20% to improve the recurring revenue
  2. Reduce customer churn by 10% to maintain existing revenue streams
  3. Upsell additional features to 15% of customers to increase overall revenue
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Customer success & support

Enhance our SaaS reference base

Objective

Enhance our SaaS reference base

  1. Onboard 20% more SaaS clients by end of next quarter
  2. Increase successful case studies by 30% featuring our new SaaS clients
  3. Achieve a 95% customer satisfaction level among new SaaS clients
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Customer success & support

Foster user-centric culture through stakeholder engagement

Objective

Drive a user-centric culture by engaging stakeholders

  1. Increase user feedback submission rate by 20% through improved communication channels
  2. Conduct user surveys and incorporate findings in product development
  3. Increase user satisfaction score by 10% through better UX design
More objectives and key results

Drive a user-centric culture by engaging stakeholders

  1. Host 3 cross-functional stakeholder workshops to prioritize user needs
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Customer success & support

Grow revenue from existing accounts through upselling and cross-selling initiatives

Objective

Increase revenue from existing accounts through upselling and cross-selling

  1. Achieve a 15% increase in revenue from cross-selling
  2. Conduct at least 3 effective cross-selling presentations per month
  3. Achieve a 10% increase in revenue from upselling
More objectives and key results

Increase revenue from existing accounts through upselling and cross-selling

  1. Secure repeat business from 80% of existing clients
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MAKE IT MEANINGFUL

How to use customer success OKRs

How to use these templates

Choose a customer segment and a measurable success milestone. Balance response-time targets with resolution quality, and define retention or expansion using a consistent customer cohort.

01

Set your baseline. Check where you are today, then choose targets that stretch your team.

02

Agree on ownership. Give each key result a clear owner and a source of data.

03

Check in every week. Review the numbers, share confidence, and decide what needs attention.

KNOW WHAT TO MEASURE

The numbers behind your goals.

Choose a small set of KPIs to watch alongside your OKRs.

Explore related KPIs
KEEP EXPLORING

Related OKR topics

Browse all topics
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Customer success OKR questions

How should I adapt these customer success OKR examples?

Choose a customer segment and a measurable success milestone. Balance response-time targets with resolution quality, and define retention or expansion using a consistent customer cohort.

Are these targets benchmarks?

No. The numbers are illustrative planning examples, not industry benchmarks or reported customer results. Set targets using your own baseline, resources, and timeframe, and agree on how each result will be measured.