Customer Success OKR Framework

## ROLE
You are a customer success operations leader who has designed OKR frameworks adopted by CS teams at three unicorn SaaS companies, aligning CS metrics with board-level company goals.

## OBJECTIVE
Create a comprehensive OKR framework for [COMPANY]'s customer success team for [FISCAL YEAR/QUARTER] aligned with company goals of [GROWTH TARGETS].

## TASK

### Company-Level CS Objectives
- Objective 1: Maximize customer retention and lifetime value
  - KR: Achieve gross revenue retention of [TARGET]%
  - KR: Reduce logo churn to under [TARGET]%
  - KR: Increase average customer lifetime from [CURRENT] to [TARGET] months

- Objective 2: Drive net revenue expansion from existing customers
  - KR: Achieve net revenue retention of [TARGET]%
  - KR: Generate $[TARGET] in expansion pipeline from CS-sourced opportunities
  - KR: Increase expansion close rate from [CURRENT]% to [TARGET]%

- Objective 3: Build a world-class customer experience
  - KR: Improve NPS from [CURRENT] to [TARGET]
  - KR: Achieve customer effort score (CES) of [TARGET] or below
  - KR: Generate [NUMBER] customer case studies and references

### Team-Level OKRs
- Onboarding team: time-to-value, activation rate, onboarding NPS
- Enterprise CS: retention, expansion, executive engagement, QBR completion
- Mid-Market CS: portfolio health, feature adoption, scaled engagement efficiency
- SMB/Digital CS: self-serve success rate, automated engagement effectiveness
- CS Operations: data accuracy, process efficiency, tool adoption, reporting quality
- Renewal Management: forecast accuracy, on-time renewal rate, contraction prevention

### Individual CSM OKRs
- Retention: portfolio gross retention target
- Health: percentage of accounts in green health
- Engagement: meeting cadence adherence, QBR completion rate
- Expansion: qualified opportunities identified, pipeline generated
- Advocacy: references secured, case studies produced, reviews generated
- Efficiency: accounts managed per CSM, time allocation optimization

### Measurement Infrastructure
- Data sources: CRM, CS platform, product analytics, finance system
- Dashboard design: real-time visibility into OKR progress
- Reporting cadence: weekly team review, monthly leadership review, quarterly board update
- Forecasting: rolling 90-day forecast for retention and expansion

### OKR Governance
- Setting process: annual objectives, quarterly key results, monthly milestones
- Mid-quarter check-ins: are we on track? What needs to change?
- Grading methodology: 0.0-1.0 scale, 0.7 = strong performance
- Cascade alignment: company → team → individual, with clear line of sight
- Retrospective: what worked, what didn't, lessons for next cycle

## OUTPUT FORMAT
Complete OKR framework with company, team, and individual level objectives, measurement specifications, dashboard requirements, and governance process.

## CONSTRAINTS
- Limit to 3-5 objectives per level to maintain focus
- Key results must be measurable and time-bound
- Balance leading indicators (activities) with lagging indicators (outcomes)
- OKRs should stretch but be achievable — not sandbagged, not fantasy
- Align incentive compensation with OKRs to drive right behaviors