Manager of Customer Success, Dealpath

• Bachelor’s degree or higher
• 6–9 years of experience in customer success, account management, consulting, and/or commercial real estate-related roles, with experience managing enterprise relationships
• 2+ years of people management experience (or strong team-lead experience with clear coaching and performance ownership)
• Strong written and verbal communication skills, including comfort presenting to senior executive audiences
• Demonstrated ability to manage ambiguity, problem-solve, and drive outcomes in a fast-paced environment
• Close attention to detail and accuracy; strong proficiency in Excel / Google Sheets
• Ability to effectively partner and collaborate with technical and non-technical colleagues
• Experience with software renewals, strategic upsell processes, and conflict resolution
• Experience servicing commercial real estate firms, asset managers, private equity, private credit, or investment managers; commercial real estate background

Desirable

• Dealpath is hiring a Manager, Customer Success, to lead and develop a team of Customer Success Managers and own outcomes for a portfolio of strategic customer relationships
• You will be responsible for driving retention, growth, and customer satisfaction, and for building scalable processes and success metrics that help the Customer Success function scale
• Manage, coach, and develop a team of Customer Success Managers—setting clear expectations, driving performance, and building a high-feedback culture
• Support hiring, onboarding, and enablement to grow a high-performing Customer Success team
• Create team operating rhythms (1:1s, performance reviews, pipeline/account reviews, best-practice sharing) to increase effectiveness and consistency
• Ensure the retention, growth, and satisfaction of a portfolio of customer accounts; support CSMs in executing strong account plans and renewal motions
• Partner with customers to build a customer journey that helps them reach business goals and realize measurable value from Dealpath
• Identify risks early, lead escalation management when needed, and drive resolution plans to protect renewals and customer trust
• Collaborate with Implementation during onboarding to understand each customer’s success criteria and system configuration, and ensure a smooth transition to Customer Success
• Build and improve onboarding programs for enterprise and strategic accounts, including new-hire enablement for customer teams
• Oversee the production and delivery of web-based and in-person training programs for customers to drive adoption and workflow mastery
• Support the team in handling customer inquiries via phone and email, ensuring high-quality responses and consistent follow-through
• Work cross-functionally with Sales, Marketing, and Product to relay customer feedback, develop case studies, and resolve product escalations
• Lead the development of Customer Success processes, playbooks, and success metrics to accelerate scaling and improve predictability