Job Description Job Description
n The 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.
n Key Responsibilities
n 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 health indicators 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 maps and engagement plans to strengthen relationships with key decision-makers and influencers.
n Lead customer retention planning activities
n Identify expansion opportunities across additional modules, services, compliance advisory, hypercare, and consulting offerings.
n Drive customer advocacy through 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.




n n Required Skills (Intermediate to Advanced Level)
n Category
n Skills
n Customer Relationship Management
n n Customer Adoption & Engagement (A)
n Stakeholder Management (A)
n Executive Relationship Building (A)
n Escalation Management (I)
n Renewals & Retention (A)
n n Product & Industry Knowledge
n n HRMS & Payroll SaaS Knowledge (A)
n GCC HR & Payroll Practices (I)
n Product Adoption Strategies (A)
n Integrations & APIs (I)
n Competitor Awareness (I)
n n Customer Success Strategy
n n Customer Health Management (A)
n Churn Prevention (A)
n QBR Management (A)
n Expansion & Upsell Strategy (I)
n Customer Advocacy Programs (I)
n n Digital & Technical Skills
n n Customer Success Platforms (I)
n Product Usage Analytics (A)
n Reporting & Dashboards (A)
n Automation Tools (I)
n n Data-Driven Customer Success
n n Health Scoring (A)
n Adoption Analytics (A)
n Churn Analytics (I)
n Renewal Forecasting (I)
n Value Realisation Reporting (A)
n n Soft Skills
n n Executive Communication (A)
n Presentation Skills (A)
n Negotiation & Influence (I)
n Cross-Functional Collaboration (A)
n Customer Empathy (A)
n n Regional Expertise
n n GCC Business Culture (I)
n Enterprise Change Management (I)
n Customer Advocacy Development (I)
n Compliance Awareness (I)
n n Legend: A = Advanced, I = Intermediate
n Key Performance Indicators (KPIs)
n n Maintain Customer Health Score between 75-85% across managed accounts.
n Maintain Retention Rate above 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 (Bengaluru)
🏢 Greytip Software Private
📍 Bengaluru