Job Description

Job Description

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The Senior Customer Success Manager (Middle East) is responsible for managing and growing a portfolio of GCC customer accounts by driving customer adoption, retention, expansion, and advocacy. The role requires a solid understanding of HR & Payroll SaaS, GCC business culture, stakeholder management, enterprise onboarding, and customer success best practices. The incumbent will act as a trusted advisor to customers, ensuring successful digital transformation, compliance alignment, and measurable business outcomes through the greytHR platform.

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Key Responsibilities

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- Serve as the primary relationship owner for strategic and enterprise customers across GCC markets.
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- Build and maintain executive relationships with HR, Payroll, Finance, and Business leaders.
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- Conduct periodic business reviews to demonstrate value realisation, adoption maturity, ROI, and business outcomes.
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- Monitor customer health indicators and proactively execute risk mitigation plans to prevent churn.
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- Drive product adoption by promoting feature utilisation, workflow automation, ESS adoption, integrations, and platform best practices.
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- Create stakeholder maps and engagement plans to strengthen relationships with key decision-makers and influencers.
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- Lead customer retention planning activities
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- Identify expansion opportunities across additional modules, services, compliance advisory, hypercare, and consulting offerings.
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- Drive customer advocacy through testimonials, case studies, references, webinars, and executive success stories.
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- Partner with Product,



Support, Sales, and Implementation teams to resolve escalations and improve customer outcomes.
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- Ensure smooth transition from implementation to customer success through structured onboarding reviews and adoption governance.
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- Track customer value realisation metrics and present adoption, engagement, and ROI insights during governance reviews.
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- Guide customers on GCC-specific compliance workflows, payroll best practices, localisation requirements, and operational readiness.
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Required Skills (Intermediate to Advanced Level)

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Category

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Skills

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Customer Relationship Management

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- Customer Adoption & Engagement (A)
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- Stakeholder Management (A)
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- Executive Relationship Building (A)
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- Escalation Management (I)
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- Renewals & Retention (A)
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Product & Industry Knowledge

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- HRMS & Payroll SaaS Knowledge (A)
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- GCC HR & Payroll Practices (I)
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- Product Adoption Strategies (A)
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- Integrations & APIs (I)
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- Competitor Awareness (I)
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Customer Success Strategy

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- Customer Health Management (A)
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- Churn Prevention (A)
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- QBR Management (A)
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- Expansion & Upsell Strategy (I)
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- Customer Advocacy Programs (I)
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Digital & Technical Skills

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- Customer Success Platforms (I)
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- Product Usage Analytics (A)
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- Reporting & Dashboards (A)
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- Automation Tools (I)
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Data-Driven Customer Success

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- Health Scoring (A)
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- Adoption Analytics (A)
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- Churn Analytics (I)
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- Renewal Forecasting (I)
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- Value Realisation Reporting (A)
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Soft Skills

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- Executive Communication (A)
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- Presentation Skills (A)
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- Negotiation & Influence (I)
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- Cross-Functional Collaboration (A)
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- Customer Empathy (A)
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Regional Expertise

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- GCC Business Culture (I)
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- Enterprise Change Management (I)
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- Customer Advocacy Development (I)
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- Compliance Awareness (I)
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Legend: A = Advanced, I = Intermediate

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Key Performance Indicators (KPIs)

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- Maintain Customer Health Score between 75-85% across managed accounts.
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- Maintain Retention Rate above 90%.
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- Reduce annual churn to below 5%.
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- Improve renewal forecast accuracy to 90%.
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- Maintain CSAT above 80%.
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- Achieve NPS of +35 or higher.
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- Ensure successful execution of QBRs and executive governance reviews for key accounts.
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- Maintain accurate account plans, risk registers, stakeholder maps, and success plans.
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- Drive adoption governance during the first 103 days (13-day implementation transition + 90-day hypercare period (Piad offering)).
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- Strategic Account Penetration: Increase to 20%.
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- Generate upsell and expansion revenue equivalent to 5% to 10% of portfolio MRR.
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📌 Associate Manager-Customer Success (Bengaluru)
🏢 Greytip Software Private
📍 Bengaluru