Manager, Customer Success

Dealpath•New York, NY

55d•$138,000 - $148,000•Hybrid

About The Position

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. This is a people-leadership role for someone who is customer-obsessed, product-focused, and energized by coaching others, improving team performance, and partnering cross-functionally to deliver customer value. What You’ll Do People leadership, and team development 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. Own retention, growth, and customer outcomes 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. Partner with Implementation and deliver onboarding excellence 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. Training, support, and customer enablement 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. Cross-functional collaboration and scaling the function 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.

Requirements

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.

Nice To Haves

Experience building and scaling a commercial Customer Success program
Familiarity with SQL, Salesforce, Asana, Gong, and AI tools

Responsibilities

People leadership, and team development 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.
Own retention, growth, and customer outcomes 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.
Partner with Implementation and deliver onboarding excellence 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.
Training, support, and customer enablement 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.
Cross-functional collaboration and scaling the function 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.