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.

• 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 overal 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 chalenges, 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.

• 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 skils.
• Excelent interpersonal, communication and presentation skils.
• 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, folow-through and ability to work cross-functionaly.