Customer Success Manager

5 days ago

Greater Bengaluru Area, India ITILITE Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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:

  1. Customer Onboarding & Scale-up

  2. Drive smooth scale-up of a new customer leveraging ITILITE's plug-and-play platform

  3. Conceptualize and execute platform adoption campaigns with Marketing support. Analyze and fine-tune campaigns.

  4. Support pilots and help Account Executives demonstrate value

  5. Customer Retention & Value Delivery

  6. Understand each customer's business, and objectives from travel & expense

  7. Use data to deliver insights in QBRs

  8. Own renewals

  9. Cross-functional Project Management

  10. Coordinate with Sales, Product, and Customer Support teams to sustain customer value

  11. Act as internal project manager and drive rapid resolution of customer's requests

  12. Customer Advocacy Development

  13. Turn customers into vocal champions. Secure testimonials, and case studies

  14. Cultivate customer references and facilitate referral opportunities

  15. Product & Market Intelligence

  16. Gather customer feedback to inform product development roadmap

  17. Collaborate with Product teams on feature prioritization
  18. 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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