Customer Success Executive

Job Description

Key Performance Indicators (KPIs)

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• Customer Health Score: Maintain 75-85% (healthy range) for assigned accounts.
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• Net Promoter Score (NPS): Achieve +20 or higher.
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• Customer Satisfaction (CSAT): Maintain 75-80%.
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• Churn Rate: Keep below 10% annually.
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• Adoption Rate: Increase feature utilization by 20% within 6 months.
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• Renewal Rate: Achieve 90% renewal success for assigned accounts
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Key Responsibility:

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• 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.
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• Serve as the primary point of contact to customers, addressing day-to-day inquiries and ensuring seamless communication.
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• Monitor account health and implement corrective actions in collaboration with other CS subfunctions, such as support and product teams, to maintain customer satisfaction.
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• Collaborate with Sales, Support, and Product teams to resolve customer issues and ensure alignment with customer needs.
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• Conduct pre-handover sync with the implementation team to align on customer goals and setup.
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• Schedule and deliver admin training on greytHR products to customers.
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• Enable product feature adoption for customers.
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• Review & analyse weekly module usage for customer accounts.
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• Proactive/Reactive monitoring of early warning signals to engage users.
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• Escalate setup issues to keep the account green.
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• Initiate action based on the NPS/CSAT feedback received from the client.
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• Track product usage monthly to quantify expected adoption for accounts.
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• Share success tips, best practices with clients
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• Review & action weekly engagement reports for health tracking.
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