Department: Customer Success

nLocation: Bangalore & Mumbai

nReporting To: Customer Success Manager

nExperience Required: 1–4 years of experience in Customer Success, Account Management,

nor Client Relationship Management, preferably in SaaS/HRMS/Enterprise Software.

nJob Summary:

nWe are seeking a proactive and customer-centric Executive – Customer Success to strengthen

nclient relationships and ensure product adoption, retention, and satisfaction. The role involves

nonboarding new customers, guiding them through best practices, addressing escalations, and

nacting as a trusted advisor to maximize value from our solutions. The ideal candidate will

npossess solid communication skills, problem-solving ability, and the capability to work

ncross-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

nKey Responsibility:

n● The Customer Success executive ensures clients maximise value from the SaaS HR

nTech platform, driving adoption, satisfaction, and retention for customer accounts.

nThey manage adoption & engagement, build relationships, and address customer

nneeds proactively, collaborating with Support and Sales teams.

n● Serve as the primary point of contact to customers, addressing day-to-day inquiries

nand ensuring seamless communication.

n● Monitor account health and implement corrective actions in collaboration with other

nCS subfunctions, such as support and product teams,



to maintain customer

nsatisfaction.

n● Collaborate with Sales, Support, and Product teams to resolve customer issues and

nensure alignment with customer needs.

n● Conduct pre-handover sync with the implementation team to align on customer goals

nand 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.Required Skills (Intermediate Level Focus)

nCategory Skills

n● Customer Relationship Management: Customer adoption & engagement (I), Relationship

nBuilding (I), Managing Escalations (I), Renewals & Retention (I), Customer Feedback

nCollection

n● Product & Industry Knowledge: SaaS Product Knowledge (I), Product Adoption

nStrategies (I), Feature Utilisation Optimisation (I), Pricing Model Knowledge

n● Customer Success Strategy: Customer Retention Fundamentals (I), Customer Health

nScoring (I), Adoption & Usage Monitoring (I), Proactive Check-Ins

n● Digital & Technical Skills: CRM Systems (I), Data Analytics & Reporting (I), Customer

nPortal Management (I), Product Adoption Tracking (I)

n● Soft Skills: Active Listening (I), Empathy in Customer Interactions (I), Verbal

nCommunication (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 Scuccess (Bengaluru)
🏢 Greythr
📍 Bengaluru