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.

Work arrangement
No