Customer Success Specialist

About This Job
greytHR
Location: Bengaluru, Karnataka, India
Work Mode: On-site
Industry: Software Development
Job Description
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)

Work arrangement
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