Customer Success Specialist

Job description

**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 +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. **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)