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Job Description & How to Apply Below
Job Title:
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. Trusted by CFOs, loved by CHROs, and proudly Great Place to Work® Certified, greytHR serves 30,000+ clients across 25+ countries, managing over 3 million employees. As India’s leading HRMS provider, we are rapidly expanding in MEA and SEA markets with world-class, Made-in-India software.
At greytHR, people come first. Our Great Place to Work® Certification reflects our commitment to fostering a high-trust, high-performance culture where employees are valued, empowered, and inspired to thrive.
Job Summary:
We are seeking a proactive and customer-centric Executive – Customer Success to strengthen client relationships and ensure product adoption, retention, and satisfaction. The role involves onboarding new customers, guiding them through best practices, addressing escalations, and acting as a trusted advisor to maximize value from our solutions. 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.
● 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 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.
● Serve as the primary point of contact to customers, addressing day-to-day inquiries and ensuring seamless communication.
● 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.
● Enable product feature adoption for customers.
● Review & analyse weekly module usage for customer accounts.
● Proactive/Reactive monitoring of early warning signals to engage users.
● Escalate setup issues to keep the account green.
● Initiate action based on the NPS/CSAT feedback received from the client.
● Track product usage monthly to quantify expected adoption for accounts.
● Share success tips, best practices with clients
● Review & action weekly engagement reports for health tracking.
Required Skills (Intermediate Level Focus)
Category Skills
● Customer Relationship Management:
Customer adoption & engagement (I), Relationship Building (I), Managing Escalations (I), Renewals & Retention (I), Customer Feedback Collection
● Product & Industry Knowledge:
SaaS Product Knowledge (I), Product Adoption Strategies (I), Feature Utilisation Optimisation (I), Pricing Model Knowledge
● 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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