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 acti...