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Customer Success Specialist at greytHR — Bengaluru

Experience2–4 yrs
SalaryNot disclosed
Work modeonsite
Posted23 Sept 2026

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About greytHR

greytHR is hiring in Bengaluru in staffing hr. This role looks for around 2+ years of experience.

Skills

Customer adoption and engagement
Relationship building
Managing escalations
Renewals and retention
SaaS product knowledge
Product adoption strategies
Feature utilisation optimisation
Pricing model knowledge
Customer retention fundamentals
Customer health scoring
Adoption and usage monitoring
CRM systems
Data analytics and reporting
Customer portal management
Product adoption tracking
Product usage analytics
Customer feedback analytics

The role

A customer success specialist at an HR software company manages SaaS product adoption and customer health scoring, guiding clients through product adoption strategies and product usage analytics while strengthening renewals and retention. The role applies CRM systems and customer feedback analytics to resolve escalations and improve account outcomes.

Full job description

About This Job

greytHR

Location: Bengaluru, Karnataka, India

Work Mode: On-site

Industry: Software Development

Job Description

Job Title: Executive – Customer Success

Department: Customer Success Location: Bangalore Reporting To: Customer Success Manager Experience Required: 2–4 years of experience in Customer Success, Account Management, or Client Relationship Management, preferably in SaaS/HRMS/Enterprise Software.

About Company: greytHR is a full-suite HRMS platform that automates HR and payroll processes, ensuring compliance and security. With 50+ tools, it offers seamless ‘Hire-to-Retire’ solutions, powered by AI-driven analytics for enhanced employee experiences. Trusted by CFOs, loved by CHROs, and proudly Great Place to Work® Certified, greytHR serves 30,000+ clients across 25+ countries, managing over 3 million employees. As India’s leading HRMS provider, we are rapidly expanding in MEA and SEA markets with world-class, Made-in-India software. At greytHR, people come first. Our Great Place to Work® Certification reflects our commitment to fostering a high-trust, high-performance culture where employees are valued, empowered, and inspired to thrive.

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 clientsReview & 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 CollectionProduct & Industry Knowledge: SaaS Product Knowledge (I), Product Adoption Strategies (I), Feature Utilisation Optimisation (I), Pricing Model KnowledgeCustomer Success Strategy: Customer Retention Fundamentals (I), Customer Health Scoring (I), Adoption & Usage Monitoring (I), Proactive Check-InsDigital & 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)