Customer Success Manager

Job Description

Customer Success Manager

Experience

4-7 years

Location

Lotus Corporate Park, Goregaon East, Mumbai

About Ink In Caps

Ink in Caps 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.

• Strong 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.

Pay

₹700,000.00 - ₹800,000.00 per year

Application Question(s)

What's your expected CTC?

What's your current CTC?

Experience

Real Estate

4 years (Required)

Work Location

In person