Customer Scuccess

Greythr; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Job summary

GreytHR in Bengaluru is seeking an Executive - Customer Success to strengthen client relationships, drive product adoption, and maximize value from our SaaS HRMS platform. You will onboard new customers, guide them through best practices, and act as a trusted advisor to ensure ongoing success.

The role requires strong communication, problem-solving, and the ability to work cross-functionally with Support and Sales to deliver a seamless customer experience and high renewal rates.

Qualifications

• 1–4 years experience in Customer Success, Account Management, or Client Relationship Management.
• Experience in SaaS/HRMS/Enterprise Software preferred.
• Strong communication and problem-solving abilities.

Responsibilities

• Maximise value from the SaaS HR Tech platform through adoption, satisfaction and retention.
• Manage adoption, engagement and relationships with customers; collaborate with Support and Sales teams.
• Serve as primary point of contact for day-to-day inquiries and ensure seamless communication.
• Monitor account health and coordinate with Support and Product to maintain customer satisfaction.
• Collaborate with Sales, Support, and Product to resolve customer issues and align with needs.
• Conduct pre-handover sync with the implementation team to align on goals.
• Schedule and deliver admin training on greytHR products to customers.
• Enable product feature adoption and review weekly module usage.
• Proactively/Reactively monitor early warning signals to engage users.
• Escalate setup issues to keep accounts healthy.
• Act on NPS/CSAT feedback and track monthly product usage.
• Share success tips and best practices with clients.
• Review weekly engagement reports for health tracking.

Skills

CRM Systems

Data Analytics

Customer Retention

Account Management

Renewals & Retention

Active Listening

Empathy

Verbal Communication

Time Management

Job description

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.
• 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
• 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)