Customer Success Manager

Experience : 4-7 years

Location: Goregaon East, Mumbai

About IIC:

IIC 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 Role:

We are looking for a Customer Success Manager to manage the ongoing success and performance of IIC's technology-driven experiences and client accounts. This is a hands-on role combining client management, analytics, reporting, experience-centre audits and post-implementation governance. The ideal candidate will have a real estate sales/support or

PropTech background, strong analytical thinking, excellent communication skills and an auditor's mindset.

What You'll Do:

● Manage client relationships and ensure the ongoing health and success of deployed experiences.

● Regularly visit experience centres and assess technology usage, customer journeys,

sales-team adoption and overall experience quality.

● Create and maintain internal and external reports, dashboards and performance reviews.

● Work with SaaS dashboards to monitor utilisation, engagement and performance,

identify trends and proactively flag issues.

● Interact with salespeople and frontline teams to understand challenges, ask the right questions and convert feedback into actionable insights.

● Conduct periodic quality, mystery and customer journey audits and track corrective actions.





● Monitor AMCs, SLAs, escalations and post-deployment issues, ensuring clear ownership and closure.

● Coordinate with Operations, Technology and Analytics teams to drive accountability and resolution.

● Track training requirements and identify gaps affecting adoption or customer experience.

● Identify opportunities to improve existing deployments and support account growth.

What We're Looking For:

● 4–7 years of experience in Customer Success, Sales Support, Client Servicing, Account

Management or similar roles.

● Experience in real estate sales/support, PropTech or technology-led real estate products is strongly preferred.

● Hands-on experience with Google Analytics, dashboards, reporting and data analysis.

● Strong analytical and problem-solving skills.

● Excellent interpersonal, communication and presentation skills.

● Someone who can confidently interact with real estate salespeople and senior client stakeholders.

● An auditor's mindset - observant, structured, detail-oriented and comfortable identifying gaps and holding stakeholders accountable.

● Robust ownership, follow-through and ability to work cross-functionally.

Why IIC?

● Work with leading brands on cutting-edge AI, AR/VR, Spatial Computing and Interactive

Experiences.

● Exposure to some of the most innovative technology-led brand experiences in the market.

● High ownership and direct exposure to clients and senior stakeholders.

● Opportunity to shape and build the Client Success & Post-Implementation function at

IIC.

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