Customer Success Specialist

greytHR · Karnataka, India

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 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)