ITILITE - Customer Success Manager - US Market

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: 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.

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

2. Customer Retention & Value Delivery

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

- Use data to deliver insights in QBRs

- Own renewals

3. 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

4. Customer Advocacy Development

- Turn customers into vocal champions.

- Secure testimonials, and case studies

- Cultivate customer references and facilitate referral opportunities

5. 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