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Job Title: Executive - Customer Success About Greytip: 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. Position Purpose : We are seeking a highly motivated and experienced Senior Executive - CS to join our team. This role is crucial in ensuring customer satisfaction, retention, and growth. The Senior Executive - CS team member will act as a trusted advisor, advocate, and point of contact for our valued Global clients, helping them achieve their business goals through effective use of our products and services. Key Responsibility: The Customer Success Manager ensures clients maximize 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 sub functions, 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 & analyses 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 (I) Product & Industry Knowledge - SaaS Product Knowledge (I), Product Adoption Strategies (I), Feature Utilizations Optimisation (I), Pricing Model Knowledge (I) Customer Success Strategy Customer Retention Fundamentals (I), Customer Health Scoring (I), Adoption & Usage Monitoring (I), Proactive Check-Ins (I) 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) 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. Required Qualification - Bachelor’s degree in Business Administration, Marketing, or a related field (MBA is a plus) 2-4 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in the SaaS or technology industry Proven track record of driving customer retention, satisfaction, and growth. Excellent communication, presentation, and interpersonal skills. Strong analytical and problem-solving abilities Preferred Qualification - Experience using Customer Success platforms like Custify, or similar tools Familiarity with CRM tools Show more Show less
