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 & analyse weekly module 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. /n Required Skills (Intermediate Level Focus) /n Category Skills /n ● Customer Relationship Management: Customer adoption & engagement (I), Relationship /n Building (I), Managing Escalations (I), Renewals &

• Retention (I), Customer Feedback /n Collection /n ● Product &

• Industry Knowledge: SaaS Product Knowledge (I), Product Adoption /n Strategies (I), Feature Utilisation Optimisation (I), Pricing Model Knowledge /n ● Customer Success Strategy: Customer Retention Fundamentals (I), Customer Health /n Scoring (I), Adoption &

• Usage Monitoring (I), Proactive Check-Ins /n ● Digital &

• Technical Skills: CRM Systems (I), Data Analytics &

• Reporting (I), Customer /n Portal Management (I), Product Adoption Tracking (I) /n ● Soft Skills: Active Listening (I), Empathy in Customer Interactions (I), Verbal /n Communication (I), Time Management (I) /n ● Data-Driven CS: Data Literacy (I), Customer Health Scoring (I), Product Usage Analytics /n (I), Customer Feedback Analytics (I)

📌 Customer Success Specialist (Bengaluru)
🏢 Greythr
📍 Bengaluru