Customer Success Associate

4 weeks ago

Bengaluru, India ITILITE Full time

About Us : (


ITILITE is a SaaS company that offers an end-to-end travel management platform to businesses. Over 200 companies including multi-sector conglomerates and tech-forward companies in India, USA and South East Asia including Jockey, RPG Group, Toshiba JSW,Ola, Swiggy and Capillary Technologies use ITILITE’s platform to move their employees with superior experience, better processes and higher savings.


Founded in 2017, ITILITE aims to use technology to bring convenience, efficiency, and innovation to

corporate travel. We offer integrated travel, expense, and rewards management platform to

corporates, which makes their employee's life simpler, and makes the process more efficient.


Recognized by G2, Wharton India Economic Forum, and SuperStartups Asia as the leading T & E

platform, ITILITE delivers over 30% cost savings, 40% improvements in finance productivity and

60% higher employee delight to businesses. To know more about what ITILITE does look at -


Job purpose: ITILITE is looking for a Customer Success Manager who will be a strategic and supportive partner for the customers at every stage of the buying process. You will be focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with renewals.


Location: Bangalore


Working Hours: Day Shift


Role Type: Full-Time


What will be expected from you?

ITILITE is looking for a Customer Success Manager to be a part of our mission to use technology and data to bring corporate travel to the 21st century.

  • Work with a cross-functional team (spanning Sales, Product, Engineering, and Finance) and be responsible for nurturing existing customers.
  • Build systems/ processes to track user activity (especially adoption of our product), diagnose potential problem areas, and coordinate with other teams to resolve these issues Execute content/ feedback campaigns to engage users, and increase their activity on the platform
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
  • Optimize existing processes within the company and actively enhance all Customer Success initiatives
  • Represent the voice of the customer to provide input into every core product, marketing, and sales process
  • Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Keep a close tab on customer activity on the platform by analysing data and proactively taking steps to avoid potential escalations or issues and to improve the customer experience by educating them about the product.


Who’ll be an ideal candidate?

  • 1- 3 years of customer success experience for India Market
  • Should have worked in a B2B Saas based firm/start-up
  • Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS.
  • Schedule & conduct regular reviews with customer's key stakeholders to demonstrate value & successfully renew accounts

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