Job Description Job Summary:
n We are seeking a proactive and customer-centric Executive – Customer Success to strengthen
n client relationships and ensure product adoption, retention, and satisfaction. The role involves
n onboarding new customers, guiding them through best practices, addressing escalations, and
n acting as a trusted advisor to maximize value from our solutions. The ideal candidate will
n possess solid communication skills, problem-solving ability, and the capability to work
n cross-functionally to deliver a seamless customer experience.Key Performance Indicators (KPIs)
n ● Customer Health Score: Maintain 75-85% (healthy range) for assigned accounts.
n ● Net Promoter Score (NPS): Achieve +20 or higher.
n ● Customer Satisfaction (CSAT): Maintain 75-80%.
n ● Churn Rate: Keep below 10% annually.
n ● Adoption Rate: Increase feature utilization by 20% within 6 months.
n ● Renewal Rate: Achieve 90% renewal success for assigned accounts
n Key Responsibility:
n ● The Customer Success executive ensures clients maximise value from the SaaS HR
n Tech platform, driving adoption, satisfaction, and retention for customer accounts.
n They manage adoption & engagement, build relationships, and address customer
n needs proactively, collaborating with Support and Sales teams.
n ● Serve as the primary point of contact to customers, addressing day-to-day inquiries
n and ensuring seamless communication.
n ● Monitor account health and implement corrective actions in collaboration with other
n CS subfunctions, such as support and product teams, to maintain customer
n satisfaction.
n ● Collaborate with Sales, Support, and Product teams to resolve customer issues and




n ensure alignment with customer needs.
n ● Conduct pre-handover sync with the implementation team to align on customer goals
n and setup.
n ● Schedule and deliver admin training on greytHR products to customers.
n ● Enable product feature adoption for customers.
n ● Review & analyse weekly module usage for customer accounts.
n ● Proactive/Reactive monitoring of early warning signals to engage users.
n ● Escalate setup issues to keep the account green.
n ● Initiate action based on the NPS/CSAT feedback received from the client.
n ● Track product usage monthly to quantify expected adoption for accounts.
n ● Share success tips, best practices with clients
n ● Review & action weekly engagement reports for health tracking.
n Required Skills (Intermediate Level Focus)
n Category Skills
n ● Customer Relationship Management: Customer adoption & engagement (I), Relationship
n Building (I), Managing Escalations (I), Renewals & Retention (I), Customer Feedback
n Collection
n ● Product & Industry Knowledge: SaaS Product Knowledge (I), Product Adoption
n Strategies (I), Feature Utilisation Optimisation (I), Pricing Model Knowledge
n ● Customer Success Strategy: Customer Retention Fundamentals (I), Customer Health
n Scoring (I), Adoption & Usage Monitoring (I), Proactive Check-Ins
n ● Digital & Technical Skills: CRM Systems (I), Data Analytics & Reporting (I), Customer
n Portal Management (I), Product Adoption Tracking (I)
n ● Soft Skills: Active Listening (I), Empathy in Customer Interactions (I), Verbal
n Communication (I), Time Management (I)
n ● Data-Driven CS: Data Literacy (I), Customer Health Scoring (I), Product Usage Analytics
n (I), Customer Feedback Analytics (I)

📌 Customer Success Specialist (Bengaluru)
🏢 Greythr
📍 Bengaluru