Executive – Customer Success Department: Customer Success Location: Bangalore Reporting To: Customer Success Manager Experience Required: 2–4 years of experience in Customer Success, Account Management, or Client Relationship Management, preferably in SaaS/HRMS/Enterprise Software.
About Company: greytHR is a full-suite HRMS platform that automates HR and payroll processes, ensuring compliance and security. With 50+ tools, it offers seamless ‘Hire-to-Retire’ solutions, powered by AI-driven analytics for enhanced employee experiences. As India’s leading HRMS provider, we are rapidly expanding in MEA and SEA markets with world-class, Made-in-India software. Our Excellent Place to Work® Certification reflects our commitment to fostering a high-trust, high-performance culture where employees are valued, empowered, and inspired to thrive.
We are seeking a proactive and customer-centric Executive – Customer Success to strengthen client relationships and ensure product adoption, retention, and satisfaction. The ideal candidate will possess strong communication skills, problem-solving ability, and the capability to work cross-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.
● Renewal Rate: Achieve 90% renewal success for assigned accounts
The Customer Success executive ensures clients maximise value from the SaaS 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.
● 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 greytHR products to customers.
● Review & analyse weekly module usage for customer accounts.
● Escalate setup issues to keep the account green.
● Track product usage monthly to quantify expected adoption for accounts.
● Share success tips, best practices with clients
● Customer Relationship Management: Customer adoption & engagement (I), Relationship Building (I), Managing Escalations (I), Renewals & Retention (I), Customer Feedback Collection
● Customer Success Strategy: Customer Retention Fundamentals (I), Customer Health Scoring (I), Adoption & Usage Monitoring (I), Proactive Check-Ins
● Digital & Technical Skills: CRM Systems (I), Data Analytics & Reporting (I), Customer Portal Management (I), Product Adoption Tracking (I)
● Soft Skills: Active Listening (I), Empathy in Customer Interactions (I), Verbal Communication (I), Time Management (I)
● Data-Driven CS: Data Literacy (I), Customer Health Scoring (I), Product Usage Analytics (I), Customer Feedback Analytics (I)

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