Customer Scuccess

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)

Work arrangement
No