Customer Success Executive

GREYTIP SOFTWARE PRIVATE LIMITED; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

GREYTIP SOFTWARE PRIVATE LIMITED is seeking a Customer Success Executive in Hyderabad to drive adoption and retention across SaaS HR tech accounts. You will act as the main liaison, building strong relationships, addressing inquiries, and coordinating with Support and Product teams to resolve issues and keep customers successful.

You will schedule and deliver admin training, monitor health metrics, and proactively guide customers to maximize value from the greytHR platform.

Qualifications

• Strong communication and interpersonal skills to manage client relationships and stakeholder expectations.
• Proven ability to handle multiple accounts with a proactive problem-solving approach.
• Experience in SaaS or HR tech customer success is a plus.

Responsibilities

• Be the primary point of contact for customers and ensure clear, timely communication.
• Monitor account health and collaborate with support and product teams to maintain satisfaction.
• Drive adoption and retention through training, tips, and best practices.
• Coordinate with Sales, Support, and Product teams to align on customer needs.
• Deliver admin training on greytHR products to customers.
• Analyze weekly usage and engagement to forecast adoption.

Skills

Relationship building

Account management

Communication skills

Problem solving

Tools

CRM tools

GreytHR platform

Job description

Key Metrics

• 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 Responsibilities

• 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.