Job Description 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 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.
n ● Serve as the primary point of contact to customers, addressing day-to-day inquiries and ensuring seamless communication.
n ● Monitor account health and implement corrective actions in collaboration with other CS subfunctions, such as support and product teams,
to maintain customer satisfaction.
n ● Collaborate with Sales, Support, and Product teams to resolve customer issues and ensure alignment with customer needs.
n ● Conduct pre-handover sync with the implementation team to align on customer goals 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.