About Us
ITILITE is a leading global brand in the Business Travel, Expense & Cards Management space.
Our mission is to help companies simplify their travel and expense processes, making it an enjoyable experience for employees. We operate on a B2B SaaS model, with a strong presence in the USA and India, serving over 500 customers.
We are a Series C-funded company, having raised over $45 million from Global Tier 1 VCs like Tiger Global, VY Capital, Greenoaks, and Z47 (Matrix Partners)
Theme: Driving Self-Serve Adoption & Product Discovery
Key Responsibilities
1. Self-Serve Enablement & Adoption
- Support initiatives to increase self-serve usage of the platform with minimal account manager or support intervention.
- Help define, track, and report on self-serve adoption KPIs, like feature discovery, activation, repeat usage, reduced support tickets.
- Analyze user behavior and feedback to identify friction points in onboarding and ongoing usage.
2. User Education
- Maintain a content library aligned with key user journeys and milestones. Continuously test and improve in-product communication based on engagement and usage metrics.
- Coordinate internal and external communication for new releases. Work closely with Product Managers to revamp and maintain user-facing Knowledge Base articles.
- Assist in setting up and optimizing in-product tooltips, banners, walkthroughs, and announcements to guide users toward value. Create product walkthrough videos to support independent user learning.
- Partner with Product and Support teams to prioritize content that reduces repetitive queries.
3. User Communication & Lifecycle Messaging
- Help revamp and optimize user emails, including onboarding, feature adoption, and transactional communications.
- Ensure messaging is consistent throughout, value-focused, and encourages deeper platform usage without human hand-holding.
- Assist in building a value-proof playbook for demonstrating customer impact during QBRs and ongoing platform usage. Document use cases, success stories, and metrics customers can reference to measure value independently.
- Support the creation of templates, slides, and narratives for customer-facing value communication.
Key Requirements
Education & Background
- Currently pursuing or recently completed a degree in Marketing, Business, Product Management, or a related field.
- Interest in B2B SaaS, product marketing, or product-led growth.
Skills & Competencies
- Strong written and verbal communication skills with the ability to simplify complex concepts.
- Analytical mindset with comfort working with metrics, dashboards, and adoption data.
- Ability to collaborate cross-functionally with Product, Design, Engineering, Sales, and Support teams.
- Highly organized, detail-oriented, and able to manage multiple tasks independently.
- Creative problem-solver with a user-first mindset.
Tools & Technical Aptitude
- Familiarity (or willingness to learn) tools such as knowledge base platforms, email tools, product analytics, and in-product engagement tools.
- Basic understanding of SaaS user journeys, onboarding flows, and feature adoption concepts.
- Comfort creating content using tools like Confluence, Google Slides, Figma, Loom, or similar.
Mindset & Attitude
- Strong ownership mentality with the ability to work independently and proactively.
- Curiosity to understand user behavior and improve self-serve experiences.
- Willingness to experiment, learn from data, and iterate quickly.
Success Metrics
- Improvement in self-serve feature adoption and activation metrics.
- Increased engagement with Knowledge Base, walkthroughs, and in-product guides.
- Reduction in repeat/basic support queries for documented features.
- Engagement rates for user emails and in-product communications.
- Timely and high-quality support for product launches and releases.
