Customer Success Manager

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, 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, strong 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 with Operations, Technology, and Analytics teams to drive accountability and resolution.
• Training & Adoption: Track training requirements and identify capability gaps affecting technology adoption and customer experience.
• Account Growth & Improvement: Identify opportunities to improve existing deployments, enhance customer satisfaction, 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, problem-solving, and decision-making skills.
• Excellent interpersonal, communication, and presentation skills.
• Ability to confidently interact with real estate sales teams, frontline employees, and senior client stakeholders.
• An auditor's mindset — observant, structured, detail-oriented, and comfortable identifying gaps, challenging inefficiencies, and holding stakeholders accountable.
• Strong ownership, follow-through, and the ability to work effectively across multiple functions.
• A proactive approach to identifying issues, analysing root causes, and driving corrective actions to completion.

Why Join IIC

• Work with leading brands on cutting-edge AI, AR/VR, Spatial Computing, and interactive experiences.
• Gain exposure to innovative, technology-led brand experiences across the market.
• Take ownership of client relationships, performance monitoring, and post-implementation success.
• Work directly with clients and senior stakeholders in a collaborative, fast-paced environment.
• Get the opportunity to shape and build IIC's Client Success & Post-Implementation function.