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 recent 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 strong 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 weekly module usage for cus