Senior Customer Success Manager, Dealpath

• 4+ years of customer success, account management, and/or commercial real estate experience
• Demonstrated AI fluency, using AI tools regularly in your own workflow to work more efficiently
• Strong written and verbal communication skills, including comfort presenting to senior executive audiences
• Genuine empathy for customers and a strong interest in helping them succeed
• Demonstrated ability to manage ambiguity and apply problem-solving skills to open-ended situations
• High attention to detail and accuracy
• Strong knowledge and proficiency in Excel / Google Sheets
• Experience servicing commercial real estate firms, asset managers, private equity, private credit, or investment managers, or a commercial real estate background
• Bachelor's degree or equivalent experience

Desirable

• Dealpath is looking for a self-motivated Senior Customer Success Manager to join our growing team in New York City.
• As a Senior CSM at Dealpath, you'll own a portfolio of enterprise and strategic accounts, typically 30 to 40, for firms like Blackstone, MetLife, and Nuveen.
• Your customers are investment professionals and executive stakeholders who rely on Dealpath to run how they deploy capital. You'll take on the most complex accounts, mentor other CSMs, and help shape how the team operates
• Own enterprise and strategic accounts: Manage a portfolio of roughly 30 to 40 accounts, including some of Dealpath's most complex customer relationships
• Build the customer journey: Partner with customers from implementation onward to define success criteria and translate business goals into a specific adoption plan, not a generic onboarding checklist
• Design post-implementation programs: Build adoption programs for enterprise and strategic accounts, including plans for onboarding new hires into an existing customer's workflow
• Lead the business review: Deliver web-based and in-person training sessions and strategic reviews that keep executive stakeholders bought in and build the case for renewal well before it's due
• Own renewals end to end: Build the renewal case well before the contract date, not at the finish line, and drive the process from value narrative through close
• Identify and grow upsell opportunities: Spot expansion potential grounded in a deep understanding of each customer's investment strategy and where Dealpath can do more for them
• Be the first line of support: Field phone and email-based support inquiries directly, with the judgment to know when something needs to be escalated versus resolved on the spot
• Work cross-functionally: Partner with Sales, Marketing, Product, and Leadership to relay customer feedback, develop case studies, and resolve product escalations
• Shape how the team works: Bring ideas for improving Customer Success process at scale and help other CSMs get better, not just your own book
• Bring fresh thinking to hard problems: Approach complex or ambiguous customer issues with creativity, and don't default to the way it's always been done