Customer Scuccess

Location: Vasanthanagar

Department:  Customer Success

Location:

Bangalore & Mumbai
Reporting To:  Customer Success Manager
Experience

Required:

1 –4 years of experience in Customer Success, Account Management,
or Client Relationship Management, preferably in SaaS/HRMS/Enterprise Software.

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)