Customer Success Executive

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.