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 weeklymodule 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.