Greytip Software Pvt. Ltd.
Website:
greythr.com
Job details:
Job Description
The Senior Customer Success Manager (Middle East) is responsible for managing and growing a portfolio of GCC customer accounts by driving customer adoption, retention, expansion, and advocacy. The role requires a strong understanding of HR & Payroll SaaS, GCC business culture, stakeholder management, enterprise onboarding, and customer success best practices. The incumbent will act as a trusted advisor to customers, ensuring successful digital transformation, compliance alignment, and measurable business outcomes through the greytHR platform.
Key Responsibilities
- Serve as the primary relationship owner for strategic and enterprise customers across GCC markets.
- Build and maintain executive relationships with HR, Payroll, Finance, and Business leaders.
- Conduct periodic business reviews to demonstrate value realisation, adoption maturity, ROI, and business outcomes.
- Monitor customer health indicators and proactively execute risk mitigation plans to prevent churn.
- Drive product adoption by promoting feature utilisation, workflow automation, ESS adoption, integrations, and platform best practices.
- Create stakeholder maps and engagement plans to strengthen relationships with key decision-makers and influencers.
- Lead customer retention planning activities
- Identify expansion opportunities across additional modules, services, compliance advisory, hypercare, and consulting offerings.
- Drive customer advocacy through testimonials, case studies, references, webinars, and executive success stories.
- Partner with Product, Support, Sales, and Implementation teams to resolve escalations and improve customer outcomes.
- Ensure smooth transition from implementation to customer success through structured onboarding reviews and adoption governance.
- Track customer value realisation metrics and present adoption, engagement, and ROI insights during governance reviews.
- Guide customers on GCC-specific compliance workflows, payroll best practices, localisation requirements, and operational readiness.
Required Skills (Intermediate to Advanced Level)
Category
Skills
Customer Relationship Management
- Customer Adoption & Engagement (A)
- Stakeholder Management (A)
- Executive Relationship Building (A)
- Escalation Management (I)
- Renewals & Retention (A)
Product & Industry Knowledge
- HRMS & Payroll SaaS Knowledge (A)
- GCC HR & Payroll Practices (I)
- Product Adoption Strategies (A)
- Integrations & APIs (I)
- Competitor Awareness (I)
Customer Success Strategy
- Customer Health Management (A)
- Churn Prevention (A)
- QBR Management (A)
- Expansion & Upsell Strategy (I)
- Customer Advocacy Programs (I)
Digital & Technical Skills
- Customer Success Platforms (I)
- Product Usage Analytics (A)
- Reporting & Dashboards (A)
- Automation Tools (I)
Data-Driven Customer Success
- Health Scoring (A)
- Adoption Analytics (A)
- Churn Analytics (I)
- Renewal Forecasting (I)
- Value Realisation Reporting (A)
Soft Skills
- Executive Communication (A)
- Presentation Skills (A)
- Negotiation & Influence (I)
- Cross-Functional Collaboration (A)
- Customer Empathy (A)
Regional Expertise
- GCC Business Culture (I)
- Enterprise Change Management (I)
- Customer Advocacy Development (I)
- Compliance Awareness (I)
Legend: A = Advanced, I = Intermediate
Key Performance Indicators (KPIs)
- Maintain Customer Health Score between 75-85% across managed accounts.
- Maintain Retention Rate above 90%.
- Reduce annual churn to below 5%.
- Improve renewal forecast accuracy to 90%.
- Maintain CSAT above 80%.
- Achieve NPS of +35 or higher.
- Ensure successful execution of QBRs and executive governance reviews for key accounts.
- Maintain accurate account plans, risk registers, stakeholder maps, and success plans.
- Drive adoption governance during the first 103 days (13-day implementation transition + 90-day hypercare period (Piad offering)).
- Strategic Account Penetration: Increase to 20%.
- Generate upsell and expansion revenue equivalent to 5% to 10% of portfolio MRR.
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