Manager, Customer Success

What You'll Do

People leadership and team development

Coach and develop a team of Customer Success Managers, whether they come up through CRE, asset management, or adjacent fintech backgrounds, setting clear expectations, giving direct feedback on real accounts and customer interactions, and building a culture where people get better fast.
Support hiring, onboarding, and enablement to grow a team that can operate independently on complex, high stakes accounts.
Build team operating rhythms including 1:1s, performance reviews, and account reviews that make coaching consistent rather than ad hoc.

Retention, growth, and customer outcomes

Stay close enough to strategic accounts to guide your team through it, supporting account plans and renewal motions and helping CSMs navigate escalations, pricing conversations, and stakeholder change before they become risk.
Partner directly with customers on their success roadmap, helping investment teams, asset managers, and operators connect their day to day use of Dealpath to the outcomes they are measured on.

Partner with Implementation on onboarding

Work with Implementation to understand each customer's success criteria and configuration before the account transitions to your team, so CSMs start from a clear picture of what success looks like.
Build and improve onboarding programs for enterprise and strategic accounts, including enablement for the customer's own teams as they ramp on the platform.

Training, support, and customer enablement

Oversee training programs, both web based and in person, that help customer teams move from basic adoption to workflow mastery, and coach your team to handle every customer inquiry, phone or email, with the same clarity and follow through.

Cross functional collaboration and scaling the function

Relay customer feedback to Sales, Marketing, and Product, and partner on case studies and product escalations that need cross functional attention.
Build the playbooks, processes, and success metrics that let Customer Success scale predictably as the team and customer base grow.

Required Qualifications

Bachelor's degree or higher.
6+ years of experience in customer success, account management, consulting, or commercial real estate related roles, including 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 CIOs, Heads of Asset Management, and other senior stakeholders at institutional real estate firms.
Demonstrated ability to manage ambiguity, solve problems, and see outcomes through in a changing environment.
Close attention to detail and accuracy, with strong proficiency in Excel and Google Sheets.
Ability to partner effectively with both 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, or a commercial real estate background.
Demonstrated AI fluency, using AI tools regularly in your own workflow to work more efficiently, not just familiarity with AI as a product feature.

Nice to Have

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