Senior Customer Success Manager, Enterprise

Job description

Dealpath is looking for a self-motivated Senior Customer Success Manager to join our growing team in New York City or San Francisco. 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.

You're excited about this opportunity because you’ll:

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Own enterprise and strategic accounts: Manage a portfolio of roughly 10 to 30 accounts, including some of Dealpath's most complex customer relationships.

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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.

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Design post-implementation programs: Build adoption programs for enterprise and strategic accounts, including plans for onboarding new hires into an existing customer's workflow.

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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.

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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.

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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.

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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.

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Work cross-functionally: Partner with Sales, Marketing, Product, and Leadership to relay customer feedback, develop case studies, and resolve product escalations.

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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.

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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.

Qualifications:

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4+ years of customer success, account management, and/or commercial real estate experience

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Demonstrated AI fluency, using AI tools regularly in your own workflow to work more efficiently

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Strong written and verbal communication skills, including comfort presenting to senior executive audiences

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Genuine empathy for customers and a strong interest in helping them succeed

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Demonstrated ability to manage ambiguity and apply problem-solving skills to open-ended situations

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High attention to detail and accuracy

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Strong knowledge and proficiency in Excel / Google Sheets

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Experience servicing commercial real estate firms, asset managers, private equity, private credit, or investment managers, or a commercial real estate background

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Bachelor's degree or equivalent experience

Nice to Have:

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Experience in CRE tech, proptech, or adjacent financial technology (alternative investment platforms, private capital software)

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Background supporting a complex, configurable SaaS product requiring deep domain expertise

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Familiarity with the CRE acquisition process

The Perks & Culture:

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Medical, dental, and vision insurance.

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Health Savings Account (HSA) & Flexible Spending Account (FSA) options.

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401(k) retirement plan.

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Paid Parental Leave.

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Flexible Time Off (FTO) policy.

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Commuter benefits program.

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Monthly wellness reimbursement to support physical and mental well-being.

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Hybrid Work Policy, 3 days in office (Tues/Wed/Thur).

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The estimated pay range for New York City, New York candidates is $115,000-$130,000 + equity. Eligible for variable incentive compensation with a target incentive equal to 20% of OTE. OTE range: $150,000-$160,000

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Your compensation will be based upon several factors including your experience, qualifications, education, location, and the skills assessed in Dealpath's interview process. Your actual compensation will be confirmed in writing at the time of offer.

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Dealpath's compensation ranges are determined by current market data, so compensation data posted on our job posts may change as new market data becomes available.

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Interviews may include AI-assisted note-taking tools in accordance with applicable privacy requirements.

About Dealpath:

Dealpath is the world’s largest and most trusted AI-powered operating system for real estate investing. To date, the platform has powered more than $10 trillion in transactions, partnering with hundreds of firms, including leading global institutions such as Blackstone, Nuveen, LaSalle, CBRE IM, MetLife, Newmark, New York Life, UBS, Manulife, DWS, and Principal.

By bringing together the only private exchan

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