The document provides examples of objectives and key results (OKRs) for different roles within a customer success organization. It includes OKRs for roles like Head of Customer Success, Customer Success Lead, Customer Success Manager, and Customer Success Executive. The OKRs follow the five pillars of Goal Science - connected, supported, adaptable, progress-based, and aspirational. They also adhere to the format of stating the goal followed by "as measured by" and key results. The examples are meant to guide organizations in setting their own OKRs.

1. The BetterWorks OKR Examples
CUSTOMER SUCCESS

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In today’s fast-paced workplace, having an accurate measure of
progress towards your goals is critical for knowing what you’ve done,
how you’re doing and what you have to do next. Measurable OKRs not
only keep teams aligned and individuals accountable, but also lead to
higher performance within the company.
Think of this through the lens of fitness wearables: Fitbit users take
43% more steps than non-Fitbit users. Why? Turns out that just making
goal data and progress available to an individual and their peers is
motivational for doing more.
Different jobs call for vastly different types of goals, so we’ve created
specific OKR examples for major roles within Sales. At BetterWorks,
we believe setting good OKRs is easy if you start with the five Goal
Science™ pillars: connected, supported, adaptable, progress-based and
aspirational. As you’ll see, the OKR examples we provide follow these
pillars to ensure that your team’s goals are on the path to success.
To make these examples even more valuable, we’ve divided them
into two categories: objectives and key results. The examples are
not intended to be complete packages of objectives and key results.
Instead, you can choose which cross section of examples is best for
you, or simply use our examples as a guide as you begin setting OKRs.
Chairman of Kleiner Perkins (and BetterWorks board member), John
Doerr, believes that there are three words that make or break goals:
“as measured by”. So a simple rubric for good OKRs is as follows:
I will ________ as measured by ____________.

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Build a new playbook for tier 1
customers by end of March
• Create a new guide for tier 1 customer deployments by January 25
• Launch executive sponsor program for enterprise customers by
February 14
• Redesign Customer Success Kickoff deck by March 5
Maintain at least a 90% renewal
rate in Q1
Define 2017 Customer Success
strategy by end of February
• Ensure each Customer Success Manager has a renewal plan
for their top 10 customers by end of January
• Meet with the executive sponsor at each strategic account
up for renewal by end of February
• Conduct a business value assessment with each customer
by February 5
• Collect feedback from the Product, Marketing and Sales
organizations by January 15
• Send survey to all tier 1 and 2 customers for feedback by January 15
• Launch a new customer attrition process by February 10
• Present 2017 Customer Success strategy to executive team by
February 20
Head of Customer Success
ROLE
GOAL AS MEASURED BY
Create a new guide for tier 1
customer deployments by
January 25
• Interview program leads from 10 different tier 1
customers by January 10
• Attend 5 Customer Success meetups to learn best
practices by January 10
• Create new playbook based on feedback and best
practices by January 15
• Train the team on new playbook by January 25
Customer Success Lead
ROLE
GOAL AS MEASURED BY

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Successfully launch new
customer ACME Industries by
end of March
• Review ACME Industries top company objectives by January 15
• Select and train executive sponsor by Feb 15
• Deliver all user training by end of March
Customer Success Manager
ROLE
GOAL AS MEASURED BY
Develop a world class Customer
Success team by end of March
Create an executive sponsor
program for all strategic
accounts by end of March
• Hire 2 new Customer Success Managers by end of February
• Create a new program for team members to share best practices
and learn from each other by February 15
• Plan quarterly team building event by end of March
• Develop target profile for ideal executive sponsors by end
of January
• Identify 1-2 executive sponsor candidates by February 15
• Select and train 1 executive sponsor at each strategic
account by end of March
GOAL AS MEASURED BY
Successfully launch new
customer Global Corporation by
end of March
Execute quarterly team building
event by end of March
• Review Global Corporation’s top company objectives by January 15
• Select and train executive sponsor by Feb 15
• Deliver all user training by end of March
• Send survey to team members for suggestions by January 15
• Reserve event location by February 20
• Create t-shirts for people attending the event by March 10
• Gather all necessary materials for team building activity by
March 18

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Goal Science®
Thinking
About BetterWorks
The BetterWorks platform is designed for today’s workforce by applying
five Goal Science pillars, based on proven goal setting practices and
organizational research.
BetterWorks provides enterprise software to easily manage collaborative
goals and lightweight performance conversations. Its platform is built on
Goal Science insights and operational research to help high-performing
companies align and engage their teams, execute more effectively and
ultimately become more successful.
For more information, visit www.betterworks.com.
Connected Supported Progress-based Adaptable Aspirational