Job DescriptionKey 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 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.