Job Description Job Summary:
/n We are seeking a proactive and customer-centric Executive – Customer Success to strengthen
/n client relationships and ensure product adoption, retention, and satisfaction. The role involves
/n onboarding current customers, guiding them through best practices, addressing escalations, and
/n acting as a trusted advisor to maximize value from our solutions. The ideal candidate will
/n possess strong communication skills, problem-solving ability, and the capability to work
/n cross-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
/n Key Responsibility:
/n ● The Customer Success executive ensures clients maximise value from the SaaS HR
/n Tech platform, driving adoption, satisfaction, and retention for customer accounts.
/n They manage adoption & engagement, build relationships, and address customer
/n needs proactively, collaborating with Support and Sales teams.
/n ● Serve as the primary point of contact to customers, addressing day-to-day inquiries
/n and ensuring seamless communication.
/n ● Monitor account health and implement corrective actions in collaboration with other
/n CS subfunctions, such as support and product teams, to maintain customer
/n satisfaction.
/n ● Collaborate with Sales, Support, and Product teams to resolve customer issues and
/n ensure alignment with customer needs.
/n ● Conduct pre-handover sync with the implementation team to align on customer goals
/n and setup.
/n ● Schedule and deliver admin training on greytHR products to customers.
/n ● Enable product feature adoption for customers.
/n ● Review & analy