ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.
Learn more: itilite.com
Role Overview
Customer Success Manager for the US market, driving customer growth, retention, and advocacy. Own the complete customer lifecycle from onboarding through renewal and expansion.
Position Details:
- Location : Bangalore
- Working Model : Hybrid (3 days in office)
- Schedule : 7:30 PM - 4:30 AM IST
Key Responsibilities:
1. Customer Onboarding & Scale-up
- Drive smooth scale-up of a new customer leveraging ITILITE's plug-and-play platform
- Conceptualize and execute platform adoption campaigns with Marketing support. Analyze and fine-tune campaigns.
- Support pilots and help Account Executives demonstrate value
1. Customer Retention & Value Delivery
- Understand each customer's business, and objectives from travel & expense
- Use data to deliver insights in QBRs
- Own renewals
1. Cross-functional Project Management
- Coordinate with Sales, Product, and Customer Support teams to sustain customer value
- Act as internal project manager and drive rapid resolution of customer's requests
1. Customer Advocacy Development
- Turn customers into vocal champions. Secure testimonials, and case studies
- Cultivate customer references and facilitate referral opportunities
1. Product & Market Intelligence
- Gather customer feedback to inform product development roadmap
- Collaborate with Product teams on feature prioritization
- Provide market insights and competitive intelligence
Ideal Candidate Profile
Essential Experience:
- 2-4 years of customer success experience (min 1+ year of experience working for the US market)
- Have worked with B2B SaaS companies selling to mid-market/enterprise segments ($25k - $200k ACV)
Must-Have Skills:
- Native-level English proficiency
- Grammar precision and error-free professional writing
- Strong analytical capabilities (especially in analyzing data)
- Interest in understanding businesses & industries
- Is independent and doesn't require micro-management
- Comfortable with learning new softwares
What We Offer Acceleration in your qualified journey:
- Hands-on learning and mentorship from Founders with an exceptional professional background and learning curve
- Culture of empowerment where you learn to think like a Founder
- Get rewarded for creating business impact