Job DescriptionJob Summary

NWe are seeking a proactive and customer-centric Executive – Customer Success to strengthen

Nclient relationships and ensure product adoption, retention, and satisfaction. The role involves

Nonboarding new customers,guiding them through best practices, addressing escalations, and

Nacting as a trusted advisor to maximize value from our solutions. The ideal candidate will

Npossess robust communication skills, problem-solving ability, and the capability to work

Ncross-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

NKey Responsibility:

N● The Customer Success executive ensures clients maximise value from the SaaS HR

NTech platform, driving adoption, satisfaction, and retention for customer accounts.

NThey manage adoption & engagement, build relationships, and address customer

Nneeds proactively, collaborating with Support and Sales teams.

N● Serve as the primary point of contact to customers, addressing day-to-day inquiries

Nand ensuring seamless communication.

N● Monitor account health and implement corrective actions in collaboration with other

NCS subfunctions, such as support and product teams, to maintain customer

Nsatisfaction.

n● Collaborate with Sales, Support, and Product teams to resolve customer issues and





Nensure alignment with customer needs.

N● Conduct pre-handover sync with the implementation team to align on customer goals

Nand setup.

n● Schedule and deliver admin training on greytHR products to customers.

N● Enable product feature adoption for customers.

N● Review & analyse weeklymodule 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.

NRequired Skills (Intermediate Level Focus)

NCategory Skills

n●Customer Relationship Management: Customer adoption & engagement (I), Relationship

NBuilding (I), Managing Escalations (I), Renewals & Retention (I), Customer Feedback

NCollection

n● Product & Industry Knowledge: SaaS Product Knowledge (I), Product Adoption

NStrategies (I), Feature Utilisation Optimisation (I), Pricing Model Knowledge

N● Customer Success Strategy: Customer Retention Fundamentals (I), Customer Health

NScoring (I), Adoption & Usage Monitoring (I), Proactive Check-Ins

N● Digital & Technical Skills: CRM Systems (I), Data Analytics & Reporting (I), Customer

NPortal Management (I), Product Adoption Tracking (I)

N● Soft Skills: Active Listening (I), Empathy in Customer Interactions (I), Verbal

NCommunication (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