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 Saa S 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 greyt HR products to customers.● Enable product feature adoption for customers.● Review & analyse weekly module usage for customer accounts.● Proactive/Reactive monitoring of early warning signals to engage users.● Escalate setup issues to keep the account green.● Initiate action based on the NPS/CSAT feedback received from the client.● Track product usage monthly to quantify expected adoption for accounts.● Share success tips, best practices with clients● Review & action weekly engagement reports for health tracking.