Job Summary: We are seeking a proactive and customer-centric Executive – Customer Success to strengthenclient relationships and ensure product adoption, retention, and satisfaction. The role involvesonboarding new customers, guiding them through best practices, addressing escalations, andacting as a trusted advisor to maximize value from our solutions. The ideal candidate willpossess robust communication skills, problem-solving ability, and the capability to workcross-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 Saa S HRTech platform, driving adoption, satisfaction, and retention for customer accounts.
They manage adoption & engagement, build relationships, and address customerneeds proactively, collaborating with Support and Sales teams.● Serve as the primary point of contact to customers, addressing day-to-day inquiriesand ensuring seamless communication.● Monitor account health and implement corrective actions in collaboration with other CS subfunctions, such as support and product teams, to maintain customersatisfaction.● Collaborate with Sales, Support, and Product teams to resolve customer issues andensure alignment with customer needs.● Conduct pre-handover sync with the implementation team to align on customer goalsand 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.● Esc