Job Summary:We are seeking a proactive and customer-centric Executive – Customer Success to strengthenclient relationships and ensure product adoption, retention, and satisfaction. The role involvesonboarding new customers, guiding them through best practices, addressing escalations, andacting as a trusted advisor to maximize value from our solutions. The ideal candidate willpossess robust communication skills, problem-solving ability, and the capability to workcross-functionally to deliver a seamless customer experience. 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 accountsKey Responsibility:● The Customer Success executive ensures clients maximise value from the SaaS HRTech platform, driving adoption, satisfaction, and retention for customer accounts.They manage adoption & engagement, build relationships, and address customerneeds proactively, collaborating with Support and Sales teams.● Serve as the primary point of contact to customers, addressing day-to-day inquiriesand ensuring seamless communication.● Monitor account health and implement corrective actions in collaboration with otherCS subfunctions, such as support and product teams, to maintain customersatisfaction.● Collaborate with Sales, Support,



and Product teams to resolve customer issues andensure alignment with customer needs.● Conduct pre-handover sync with the implementation team to align on customer goalsand 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.Required Skills (Intermediate Level Focus)Category Skills● Customer Relationship Management: Customer adoption & engagement (I), RelationshipBuilding (I), Managing Escalations (I), Renewals & Retention (I), Customer FeedbackCollection● Product & Industry Knowledge: SaaS Product Knowledge (I), Product AdoptionStrategies (I), Feature Utilisation Optimisation (I), Pricing Model Knowledge● Customer Success Strategy: Customer Retention Fundamentals (I), Customer HealthScoring (I), Adoption & Usage Monitoring (I), Proactive Check-Ins● Digital & Technical Skills: CRM Systems (I), Data Analytics & Reporting (I), CustomerPortal Management (I), Product Adoption Tracking (I)● Soft Skills: Active Listening (I), Empathy in Customer Interactions (I), VerbalCommunication (I), Time Management (I)● Data-Driven CS: Data Literacy (I), Customer Health Scoring (I), Product Usage Analytics(I), Customer Feedback Analytics (I)

📌 Customer Success Specialist (Vasanth Nagar)
🏢 Greythr
📍 Vasanth Nagar