Customer Success Manager
6 days ago
About ITILITE
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:
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:
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
Customer Retention & Value Delivery
Understand each customer's business, and objectives from travel & expense
- Use data to deliver insights in QBRs
Own renewals
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
Customer Advocacy Development
Turn customers into vocal champions. Secure testimonials, and case studies
Cultivate customer references and facilitate referral opportunities
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
Preferred:
- Project management background
- Email marketing and customer engagement experience
What We Offer
Acceleration in your professional 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
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