Key Performance Indicators (KPIs) ● Customer Health Score: Maintain 75-85% (healthy range) for assigned accounts. ● Net Promoter Score (NPS): Achieve +20 or higher. ● Customer Satisfaction (CSAT): Maintain 75-80%. ● Churn Rate: Keep below 10% annually. ● Adoption Rate: Increase feature utilization by 20% within 6 months. ● Renewal Rate: Achieve 90% renewal success for assigned accounts Key Responsibility: ● The Customer Success executive ensures clients maximise value from the SaaS HR Tech platform, driving adoption, satisfaction, and retention for customer accounts. They manage adoption & engagement, build relationships, and address customer needs proactively, collaborating with Support and Sales teams. ● Serve as the primary point of contact to customers, addressing day-to-day inquiries and ensuring seamless communication. ● Monitor account health and implement corrective actions in collaboration with other CS subfunctions, such as support and product teams, to maintain customer satisfaction.
● Collaborate with Sales, Support, and Product teams to resolve customer issues and ensure alignment with customer needs. ● Conduct pre-handover sync with the implementation team to align on customer goals and setup. ● Schedule and deliver admin training on greytHR products to customers. ● Enable product feature adoption for customers. ● Review & analyse weekly module usage for customer accounts. ● Proactive/Reactive monitoring of early warning signals to engage users. ● Escalate setup issues to keep the account green. ● Initiate action based on the NPS/CSAT feedback received from the client. ● Track product usage monthly to quantify expected adoption for accounts. ● Share success tips, best practices with clients ● Review & action weekly engagement reports for health tracking.