Job Description
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.