Job DescriptionJob Description NThe Senior Customer Success Manager (Middle East) is responsible for managing and growing a portfolio of GCC customer accounts by driving customer adoption, retention, expansion, and advocacy. The role requires a solid understanding of HR & Payroll SaaS, GCC business culture, stakeholder management, enterprise onboarding, and customer success best practices. The incumbent will act as a trusted advisor to customers, ensuring successful digital transformation, compliance alignment, and measurable business outcomes through the greytHR platform. NKey Responsibilitiesn N Serve as the primary relationship owner for strategic and enterprise customers across GCC markets. N Build and maintain executive relationships with HR, Payroll, Finance, and Business leaders. N Conduct periodic business reviews to demonstrate value realisation, adoption maturity, ROI, and business outcomes. N Monitor customer healthindicators and proactively execute risk mitigation plans to prevent churn. N Drive product adoption by promoting feature utilisation, workflow automation, ESS adoption, integrations, and platform best practices. N Create stakeholder mapsand engagement plans to strengthen relationships with key decision-makers and influencers. N Lead customer retentionplanning activities N Identify expansion opportunities across additional modules, services, compliance advisory, hypercare, and consulting offerings. N Drive customer advocacythrough testimonials, case studies, references, webinars, and executive success stories. N Partner with Product, Support, Sales, and Implementation teams to resolve escalations and improve customer outcomes. N Ensure smooth transition from implementation to customer success through structured onboarding reviews and adoption governance. N Track customer value realisation metrics and present adoption, engagement, and ROI insights during governance reviews. N Guide customers on GCC-specific compliance workflows, payroll best practices,



localisation requirements, and operational readiness. NnRequired Skills (Intermediate to Advanced Level) NCategorynSkills NCustomer Relationship Management Nn Customer Adoption& Engagement (A) N Stakeholder Management (A) N Executive Relationship Building (A) N Escalation Management (I) N Renewals & Retention (A) NnProduct & IndustryKnowledge Nn HRMS & Payroll SaaS Knowledge (A) N GCC HR & Payroll Practices (I) N Product Adoption Strategies (A) N Integrations & APIs (I) N Competitor Awareness (I) NnCustomer Success Strategy Nn Customer Health Management (A) N Churn Prevention (A) N QBR Management (A)n Expansion & Upsell Strategy (I) N Customer Advocacy Programs (I) NnDigital & Technical Skills Nn Customer Success Platforms (I) N Product Usage Analytics(A) N Reporting & Dashboards (A) N Automation Tools (I) NnData-Driven Customer Success Nn Health Scoring (A) N Adoption Analytics (A) N Churn Analytics (I) N Renewal Forecasting (I) N Value Realisation Reporting (A) NnSoft Skillsn N Executive Communication(A) N Presentation Skills (A) N Negotiation & Influence(I) N Cross-Functional Collaboration (A) N Customer Empathy (A) NnRegional Expertise Nn GCC Business Culture (I) N Enterprise Change Management (I) N Customer Advocacy Development (I) N Compliance Awareness (I) NnLegend: A = Advanced, I = Intermediate NKey Performance Indicators (KPIs) Nn Maintain CustomerHealth Score between 75-85% across managed accounts. N Maintain Retention Rateabove 90%. N Reduce annual churn to below 5%. N Improve renewal forecast accuracy to 90%. N Maintain CSAT above 80%. N Achieve NPS of +35 or higher. N Ensure successful execution of QBRs and executive governance reviews for key accounts. N Maintain accurate account plans, risk registers, stakeholder maps, and success plans. N Drive adoption governance during the first 103 days (13-day implementation transition + 90-day hypercare period (Piad offering)). N Strategic Account Penetration: Increase to 20%. N Generate upsell and expansion revenue equivalent to 5% to 10% of portfolio MRR. N

📌 Associate Manager-Customer Success (Karnataka)
🏢 Greytip Software Private
📍 Karnataka