Job Summary:
We are seeking a proactive and customer-centric Executive – Customer Success to strengthen
client relationships and ensure product adoption, retention, and satisfaction. The role involves
onboarding new customers, guiding them through best practices, addressing escalations, and
acting as a trusted advisor to maximize value from our solutions. The ideal candidate will
possess solid communication skills, problem-solving ability, and the capability to work
cross-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 accounts
Key Responsibility:
● 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.
● Serve as the primary point of contact to customers, addressing day-to-day inquiries
and ensuring seamless communication.
● Monitor account health and implement corrective actions in collaboration with other
CS subfunctions, such as support and product teams, to maintain customer
satisfaction.
● Collaborate with Sales, Support, and Product teams to resolve customer issues and
ensure alignment with customer needs.
● Conduct pre-handover sync with the implementation team to align on customer goals
and 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