Customer Success Director OKR Examples

Work with customers to define barriers to successful adoption

The goal of this objective is to increase the activation rate of our product

• Develop a set of interviews with 10 questions each
• Visit the 10 most profitable customers and run interviews
• Present 1 final report and suggestions for the management board

Expand our revenue in existing accounts through cross-sell

The goal of this objective is to make more revenue by the end of this quarter

• Develop 10 new campaigns for cross-selling to high profit customers
• Launch 10 automated new campaigns for cross-selling
• Achieve a conversion rate of at least 20%

Increase renewal rates and reduce churn

The goal of this objective is to increase the revenue and reduce churn

• Develop 3 strategies to understand why customers churn
• Run 2 design thinking workshops to develop anti-churn strategies
• Deploy 1 prototype and run an a/b test to measure the impact on churn