Customer Success Executive

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) this is the JD for customer success can you please give me the keyword for linkdin sourcing

Work arrangement
Hybrid