Customer Success Executive

GREYTIP SOFTWARE PRIVATE LIMITED; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

GREYTIP SOFTWARE PRIVATE LIMITED in Bengaluru is seeking a Customer Success Executive to maximize value from the greytHR platform, driving adoption and retention across customer accounts.

You will manage adoption & engagement, build relationships, and coordinate with Support and Sales to address customer needs, schedule admin trainings, and monitor usage to ensure health scores remain within target ranges.

Responsibilities

• Maintain account health and ensure customer satisfaction.
• Drive adoption and engagement with the greytHR SaaS platform.
• Train admins and schedule onboarding sessions for customers.

Job description

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.