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