Manager, Customer Success

About this role

<p><span style="font-size: 12pt;">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.</span></p> <p><span style="font-size: 12pt;">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.</span></p> <h2><span style="font-size: 12pt;"><strong>What You’ll Do</strong></span></h2> <h3><span style="font-size: 12pt;"><strong>People leadership, and team development</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage, coach, and develop a team of Customer Success Managers—setting clear expectations, driving performance, and building a high-feedback culture.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Support hiring, onboarding, and enablement to grow a high-performing Customer Success team.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Create team operating rhythms (1:1s, performance reviews, pipeline/account reviews, best-practice sharing) to increase effectiveness and consistency.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Own retention, growth, and customer outcomes</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ensure the retention, growth, and satisfaction of a portfolio of customer accounts; support CSMs in executing strong account plans and renewal motions.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with customers to build a customer journey that helps them reach business goals and realize measurable value from Dealpath.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify risks early, lead escalation management when needed, and drive resolution plans to protect renewals and customer trust.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Partner with Implementation and deliver onboarding excellence</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Collaborate with Implementation during onboarding to understand each customer’s success criteria and system configuration, and ensure a smooth transition to Customer Success.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build and improve onboarding programs for enterprise and strategic accounts, including new-hire enablement for customer teams.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Training, support, and customer enablement</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Oversee the production and delivery of web-based and in-person training programs for customers to drive adoption and workflow mastery.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Support the team in handling customer inquiries via phone and email, ensuring high-quality responses and consistent follow-through.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Cross-functional collaboration and scaling the function</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Work cross-functionally with Sales, Marketing, and Product to relay customer feedback, develop case studies, and resolve product escalations.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead the development of Customer Success processes, playbooks, and success metrics to accelerate scaling and improve predictability.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Required Qualifications</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor’s degree or higher.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">6–9 years of experience in customer success, account management, consulting, and/or commercial real estate-related roles, with experience managing enterprise relationships.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">2+ years of people management experience (or strong team-lead experience with clear coaching and performance ownership).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong written and verbal communication skills, including comfort presenting to senior executive audiences.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrated ability to manage ambiguity, problem-solve, and…