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 current 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 w