About IICIIC is a full-service MarTech and experiential marketing agency creating immersive brand experiences through AI, AR/VR, Spatial Computing, Interactive Technology, Web & Mobile Solutions, Content Development, and Experiential Marketing.
We work with leading brands to build technology-driven experiences that create measurable business impact.
About the RoleWe are looking for a Customer Success Manager to manage the ongoing success, performance, and effectiveness of IIC’s technology-driven experiences and client accounts.
This is a hands-on role combining client relationship management, analytics, reporting, experience-centre audits, and post-implementation governance.
The ideal candidate will have a background in real estate sales/support or PropTech, robust analytical thinking, excellent communication skills, and an auditor’s mindset.
Key Responsibilities• Client Relationship Management: Manage client relationships and ensure the ongoing health, performance, and success of deployed experiences.
• Experience Centre Audits:



Regularly visit experience centres to assess technology usage, customer journeys, sales-team adoption, and overall experience quality.
• Reporting & Analytics: Create and maintain internal and external reports, dashboards, and performance reviews.
• Performance Monitoring: Work with SaaS dashboards to monitor utilisation, engagement, and performance; identify trends and proactively flag issues.
• Stakeholder Interaction: Engage with salespeople and frontline teams to understand challenges, ask the right questions, and convert feedback into actionable insights.
• Quality & Customer Journey Audits: Conduct periodic quality audits, mystery audits, and customer journey assessments while tracking corrective actions.
• SLA & AMC Management: Monitor Annual Maintenance Contracts (AMCs), Service Level Agreements (SLAs), escalations, and post-deployment issues, ensuring clear ownership and timely closure.
• Cross-functional Coordination: Work closely

📌 Customer Success Manager (Mumbai)
🏢 INK IN CAPS
📍 Mumbai