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)