Customer Success Specialist

greytHR; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

greytHR in Bangalore is seeking an 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 HRMS platform.

You will work cross-functionally with Support and Sales, monitor account health, and deliver admin training to customers, with a focus on reducing churn and

Qualifications

• 2–4 years in Customer Success or related roles.
• Experience with SaaS/HRMS/enterprise software is a plus.
• Strong communication and problem-solving skills.
• Cross-functional collaboration with Support and Sales.

Responsibilities

• Maximise value from greytHR by driving adoption, satisfaction, and retention.
• Onboard new customers and guide through best practices.
• Serve as primary point of contact and handle day-to-day inquiries.
• Collaborate with Support, Sales, and Product teams to resolve issues.
• Lead admin training and track weekly usage.

Skills

Customer engagement

Relationship management

Renewals & retention

Active listening

Verbal communication

Tools

CRM Systems

Data analytics

Product adoption tracking

Job description

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.
• 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
• 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)