Customer Success Executive

Job Title: Executive - Customer Success

About Greytip:

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 Indias 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.

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 Manager 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

1.Customer Relationship Management

Customer adoption & engagement (I), Relationship Building (I), Managing Escalations (I), Renewals & Retention (I), Customer Feedback Collection (I)

2.Product & Industry Knowledge

SaaS Product Knowledge (I), Product Adoption Strategies (I), Feature Utilisation Optimisation (I), Pricing Model Knowledge (I)

3.Customer Success Strategy

Customer Retention Fundamentals (I), Customer Health Scoring (I), Adoption & Usage Monitoring (I), Proactive Check-Ins (I)

4.Digital & Technical Skills

CRM Systems (I), Data Analytics & Reporting (I), Customer Portal Management (I), Product Adoption Tracking (I)

5.Soft Skills

Active Listening (I), Empathy in Customer Interactions (I), Verbal Communication (I), Time Management (I)

6.Data-Driven CS

Data Literacy (I), Customer Health Scoring (I), Product Usage Analytics (I), Customer Feedback Analytics (I)

Benefits:

• Excellent Opportunity to be involved in high impact work and progressive learning environment.
• Great team members & energy filled work environment.
• Competitive salary.