Customer Success Specialist

greytHR; Bengaluru; On-site; INR 500,000 - 700,000; Full time

Job summary

greytHR, India’s leading HRMS provider, is seeking an Executive – Customer Success in Bangalore. The role focuses on onboarding new customers, guiding them through best practices, and maximizing value from our SaaS HRMS platform.

You will drive adoption, address escalations, and act as a trusted advisor to ensure retention and satisfaction. Ideal candidates have 2–4 years in Customer Success or related roles, strong communication, problem-solving, and ability to work cross-functionally with

Qualifications

• 2–4 years of experience in Customer Success, Account Management, or Client Relationship Management, preferably in SaaS/HRMS/Enterprise Software.

Responsibilities

• Drive adoption and engagement across assigned accounts.
• Serve as primary point of contact for day-to-day inquiries.
• Monitor account health and coordinate with Support and Sales for issues.
• Collaborate with Sales, Support and Product to align customer needs.
• Conduct pre-handover with implementation to align on goals.
• Deliver admin training on greytHR products to customers.
• Enable product feature adoption and success metrics.
• Review weekly engagement and module usage to track health.

Skills

Customer adoption

Relationship building

Escalation management

Renewals & retention

Customer feedback

SaaS product knowledge

Product adoption strategies

Feature utilisation

Pricing knowledge

Retention fundamentals

Health scoring

Adoption monitoring

Active listening

Empathy in interactions

Verbal communication

Time management

Data literacy

Usage analytics

CRM systems

Data analytics

Customer portal management

Product adoption tracking

Job description

Job Title: Executive – Customer Success

Department: Customer Success Location: Bangalore Reporting To: Customer Success Manager Experience Required: 2–4 years of experience in Customer Success, Account Management, or Client Relationship Management, preferably in SaaS/HRMS/Enterprise Software.

About Company: 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 India’s 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.

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)