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.

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

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

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