Customer Success OKR Examples

plants plants

Below you will find Customer Success OKR examples from real companies that can help you formulate your own Customer Success OKRs.

Why your Customer Success team should use OKRs

OKR (Objectives & Key Results) is an agile goal-setting framework to drive transparency, alignment, and focus around your goals and strategy. High-growth companies like LinkedIn, Netflix, Slack, and Spotify or big corporations such as Samsung or Daimler all use OKRs to focus on the things that really matter and align everyone around a common purpose.

Customer Success teams frequently face the challenge that there are too many projects that could be tackled at any given time. OKRs help to keep focus and concentrate on the initiatives that are most important.

Furthermore, the world is changing fast. As a consequence, another benefit of OKRs for Customer Success teams is the framework’s agility, because you can quickly react to changes from one OKR cycle to the next.

The benefits of OKRs can only be unleashed if you follow some rules.

Writing good Customer Success OKRs

“How to write good Customer Success OKRs?” – the million-dollar question.

Coming up with good Customer Success OKRs can be quite a challenge. While the OKR method itself is easy to understand, it is the writing part that is the hardest and also the most critical to master.

To get the creative juices flowing, think about this formula when writing your Customer Success OKRs:

We will [Objective] as measured by [Key Results].

Keep in mind that Objectives answer the question “What do I want to achieve?” while Key Results answer the question “How do I know that the goal is achieved?”. Objectives should therefore be qualitative, easy to understand, and inspiring. Key Results should be clearly measurable, outcome-driven (not output-driven), and S.M.A.R.T. Both, Objectives and Key Results, need to be time-bound and are typically set per quarter, i.e. for one “OKR cycle”.

Customer Success OKRs: Examples and best practices

When our customers get started with Mooncamp, they often ask us “What are good OKR examples for Customer Success?”, so we compiled a list of real Customer Success OKR examples just for you.

💡 Note: We recommend writing your own OKRs and only use the Customer Success OKR examples below for inspiration.
Objective
Improve repeatability, timeliness and quality of service delivery
Key Results
key result icon
Customer support tickets are replied to within 2 hours or less
key result icon
Customer support tickets are solved within 3 days or less
key result icon
Increase average daily tickets closed per Support team member per month to 45
key result icon
Decrease time to customer onboarding complete to 2 days
key result icon
Expectations management training delivered to 100% of team members
Objective
Continue to build an outstanding Customer Support team
Key Results
key result icon
Decrease manager to support rep ratio to 7
key result icon
Increase hires vs. planned hires ratio to 0.8
key result icon
Increase ARR per support team member to $1.5M
Objective
Deliver a best-in-class customer experience
Key Results
key result icon
All support reps have a personal CSAT score of 97% or more
key result icon
Resolve high-priority (tier 1) customer tickets within 2 hours
key result icon
Resolve mid-priority (tier 2) customer tickets within 24 hours
Objective
Enable automation to make our low-touch customers successful
Key Results
key result icon
Deploy email campaigns that increase product usage in our low-touch segment by 25%
key result icon
Achieve a trial conversion rate of 20%
Objective
Decrease our time-to-value
Key Results
key result icon
Increase two-week feature adoption by 35%
key result icon
Get product configured (with customer data fully integrated) in less than 4 business days
key result icon
Have customers fully onboarded in less than 20 business days
Objective
Drive revenue through providing impact for our customers
Key Results
key result icon
Increase renewal rates by 20% and reduce churn by 23%
key result icon
Expand MRR by $30,000 through cross-selling and up-selling
key result icon
Increase adoption, customer satisfaction, and overall health scores by 25%
key result icon
Maintain a minimum NPS score of 45
key result icon
Renew $150k of ARR

How Mooncamp can help your Customer Success team with OKRs

By using a purpose-built OKR software like Mooncamp, you can bring your Customer Success team’s OKR strategy to the next level. To name just some benefits of a dedicated OKR software:

  • Transparency and alignment through visualization of goals across your Customer Success team or the entire organization
  • Collaborate better, give feedback for OKRs, and praise your co-workers all in one place
  • It’s more fun to use than a Spreadsheet or clunky tools like Confluence and will lead to a higher adoption of your teams
  • Regularly nudge your team members to update their OKRs in order to make the method stick
  • Uncover insights in your OKR progress or OKR process with reports and dashboards

Try Mooncamp for free today.

Try Mooncamp for free

plants plants plants