Customer success

Every rollout backed by a real guarantee.

Most OKR rollouts die after one cycle. The reason is rarely the tool — it's what happens around it. Concierge implementation, human support, and a 60% adoption guarantee that's never been invoked since 2024.

See our implementation plan Talk to our team
300+
Teams onboarded
60%
Adoption guarantee, money-back
< 4hr
Median support response time
4.6 / 5
G2 rating from real customers
The customer success pillars

Three commitments that get you to cycle two.

Implementation is how you start. Support is how you keep running. The guarantee is how we put our money where our mouth is.

Pillar 1
Implementation
From kickoff to embedded, in 90 days
A four-phase concierge rollout: Strategy · Setup · Launch · Embed. Built around the things that actually make OKRs stick — strategic alignment, single accountable owners, a weekly check-in cadence, and structured reviews at 7, 30, and 90 days.
  • Live in an afternoon, not a quarter
  • Training on your real OKRs, not dummy data
  • Direct line to a single implementation lead
See the 4 phases
Pillar 2
Support
Real humans, fast responses, no ticket queue
Not a chatbot. Not a tier-1 deflection script. Email the team and get a human reply — median response under 4 hours on business days. The same people who built the product answer the questions about it.
  • Email support, video on request
  • Median < 4hr first response, business days
  • Founder-led on Expand plans
See how support works
Pillar 3
60% Adoption Guarantee
Hit 60% adoption in 30 days, or full refund
Every paid plan includes a money-back guarantee: if your team doesn't reach 60% adoption in the first 30 days, we refund what you paid. No forms, no disputes, no clawback clauses. Since 2024, it has never once been invoked.
  • Included on every paid plan
  • Adoption measured with real data, not self-report
  • Never invoked since launch in 2024
See how the guarantee works
The customer journey

What happens, week by week.

From signup to embedded in 90 days. Same plan whether you're on Scale or Expand — we just go deeper with concierge implementation on Expand.

Day 0
Signup & kickoff
Signup takes 2 minutes. Implementation call booked within 24 hours. Success criteria agreed in writing before any configuration starts.
Week 1
Setup & alignment
Admin configured, integrations connected, users imported. Leadership strategy session locks in company-level OKRs.
Weeks 2–3
Launch & train
Team workshops draft real OKRs in the system. Training scheduled around your team, recorded for anyone who misses. Structured go-live.
Days 7–90
Embed & review
Structured reviews at 7, 30, 45–60, and 90 days. Adoption guarantee assessed at day 30. By day 90, OKRs operate as a system, not a project.
From a real customer

Trillium brought 250+ OKRs into OKRs Tool on day one.

OKRs Tool is extremely cost-effective and easy to use. I set it up in minutes without training anyone — suitable for our organisation of 130 people.

Mahir, Trillium
Mahir
Founder, Trillium Information Security · 130 people
250+
OKRs migrated on day one
130
Active users across the company
0
Training sessions required
How we think about success

Four operating principles.

The decisions that shape how we run customer success day-to-day.

Success is measured at cycle two
Anyone can run one OKR cycle. The real question is whether the second cycle still has full engagement. Our reviews and check-ins are calibrated to that bar — not to first-week activation.
One human, not a ticket queue
Every Expand customer gets a single point of contact for the full 90 days. No rotating CSMs, no escalation tiers, no “please open a ticket and we'll get back to you.”
Adoption measured with real data
We track usage, updates, and alignment metrics throughout the rollout. If something's off, we see it before you do. The 60% guarantee is based on real platform data, not self-report.
If it's not working, you get your money back
The 60% adoption guarantee isn't a marketing line — it's a refund policy. Since 2024, it has never been invoked, but the offer stands on every paid plan.
Dive deeper

The full customer success section.

Four pages that together cover everything after you sign up — how we roll you out, how we support you, how the guarantee works, and how we get your data across.

Implementation plan
The four-phase concierge rollout. Strategy → Setup → Launch → Embed.
See the plan
Support channels
Response times, business hours, escalation, and what's included by plan.
See support
Adoption guarantee
Hit 60% adoption in 30 days or full refund. Never invoked since 2024.
See the guarantee
Migration guide
Switching from Lattice, Quantive, or spreadsheets? Here's the path.
See migration paths
Ready to roll out OKRs that stick?

Get to cycle two. With our help.

Book a call and we'll walk through your implementation, support model, and adoption plan — mapped to your timeline. No sales pitch, no slide deck — just a working session.

Talk to our team