Empower your customer success team with outcome-driven OKRs that boost retention, satisfaction, and lifetime value.
Customer Success OKRs (Objectives and Key Results) are structured goal-setting tools that align your CS team’s efforts with measurable customer outcomes. They help focus on onboarding, engagement, satisfaction, retention, and expansion — ensuring your users succeed and stay.
Align CS goals with business retention and growth
Improve onboarding efficiency and time-to-value
Track and enhance customer satisfaction (CSAT, NPS)
Increase customer retention and reduce churn
Drive upsell, cross-sell, and expansion opportunities
KR1: Reduce average onboarding time from 14 to 7 days
KR2: Create a structured onboarding flow for 100% of new clients
KR3: Conduct onboarding webinars for all new clients monthly
KR4: Achieve 95% onboarding satisfaction rate
KR1: Improve retention rate from 80% to 92% this quarter
KR2: Identify top 10 churn risks and implement recovery plans
KR3: Launch quarterly business reviews with top 50 clients
KR4: Track and address 100% of renewal risks proactively
KR1: Increase CSAT score from 82% to 90%
KR2: Collect feedback from 85% of support tickets
KR3: Launch NPS survey and improve score from 35 to 50
KR4: Resolve 95% of tickets within SLA
KR1: Identify 50 accounts with expansion potential
KR2: Launch account health scoring system
KR3: Achieve $100K in upsell/cross-sell revenue
KR4: Conduct product training for 100% of upsell clients
KR1: Lower churn rate from 10% to 5%
KR2: Automate churn alerts based on usage signals
KR3: Conduct churn interviews for 90% of lost customers
KR4: Implement 3 new retention initiatives based on insights
KR1: Increase weekly product usage among clients by 30%
KR2: Launch 3 feature adoption campaigns
KR3: Conduct monthly success check-ins with top 100 clients
KR4: Achieve 80% feature usage among active accounts