Director, Customer Success

StarRez; United States; Remote; USD 100,000 - 130,000; Full time

Job summary

StarRez Inc. is seeking a Director of Customer Success to lead our global CS team across StarRez, College Pads, and future acquisitions.

This role focuses on customer obsession and renewal management, with a particular emphasis on the College Pads renewal process. You will own retention outcomes, drive product adoption, and balance executive-level relationships with cross-functional partners in Support, Services, Renewals, Product, and Finance.

Qualifications

• 5+ years leading Customer Success teams in a SaaS environment.
• Experience with Digital and Scaled Customer Success.
• Experience leading people management with multi-country teams.
• Ownership of retention, renewal or utilization outcomes.
• Proven ability to resolve complex escalations with customer executives.
• Strong Salesforce reporting and senior-communication skills.
• Based in the United States and able to work US business hours.

Responsibilities

• Lead and develop the global CS team across StarRez and College Pads.
• Own retention and renewal outcomes, incl. renewal process end-to-end.
• Drive product adoption and value realization for customers.
• Manage executive-level relationships and complex escalations.
• Improve CS operating model, health scoring, tooling and reporting.
• Build leadership reporting using Salesforce data for SLT/Board.
• Collaborate with Services, Support, Renewals, Product, Finance.
• Integrate CS teams from acquisitions into a unified process.

Skills

Customer Success leadership

SaaS experience

Global team leadership

Renewals and retention

Executive communication

Tools

Salesforce

Job description

StarRez is the global leader in student housing software, providing innovative solutions for on and off-campus housing management, resident wellness and experience, and revenue generation. Trusted by 1,400+ clients across 25+ countries, StarRez supports more than 4 million beds annually with its user-friendly, all-in-one platform, delivering seamless experiences for students and administrators. With offices in the United States, Australia, the UK, and India, StarRez blends the robust capabilities of a global organization with the personalized care and service of a trusted partner.

The Role

We are seeking a Director of Customer Success to lead and continue developing our global Customer Success team across StarRez, College Pads, and the Customer Success teams of businesses we acquire in the future. In this role you will lead across all our platforms and regions, holding us to our goal of being customer obsessed so that our customers are happy and using their full product suite. Alongside that, you will take a heavy focus on the College Pads renewal process and customer retention.

Role Specifics

• Work Location: Remote (US). This is a US-based role.
• Travel: Up to 15% (The percentage of travel is an estimation and could vary up or down based on business needs.)
• Reporting Structure: This role reports to the VP, Global Customer Success.

What You Will Own

• Lead, coach and develop the global Customer Success team across StarRez and College Pads, building a structure that works across regions, time zones and platforms.
• Own retention and renewal outcomes, including the College Pads renewal process end to end, forecasting accuracy and the plays that reduce churn risk.
• Drive product adoption and utilization across the customer base, so institutions realize the full value of what they have bought, including proactive best-practice guidance.
• Own executive-level customer relationships and be the accountable leader on complex escalations, working closely with Support, Services and Account Management to resolve them.
• Review and improve our Customer Success operating model, including segmentation, health scoring, tooling and reporting, and make clear recommendations for improvements.
• Build the reporting layer that leadership relies on, producing Salesforce-based reporting and analysis for SLT and Board audiences.
• Partner cross-functionally with Services, Support, Renewals, Account Management, Product, Legal and Finance, so customers experience one joined-up company rather than a set of departments.
• Integrate Customer Success teams from acquired businesses into a single way of working.

Required Qualifications

• 5+ years' experience leading Customer Success teams in a SaaS environment.
• Experience with Digital and Scaled Customer Success
• Experience leading people management, with team members based in more than one country or region.
• Demonstrated ownership of retention, renewal or utilization outcomes.
• Track record of managing and resolving complex escalations, including direct engagement with customer executives.
• Strong Salesforce skills, including building and interpreting reporting for senior audiences.
• Strong verbal and written communication skills, with the credibility to hold a room with both a customer executive and an internal leadership team.
• Evidence of improving process, tooling or ways of working rather than simply operating what already exists.
• Based in the United States and able to work in US business hours.

Preferred Qualifications

• Experience working with higher education institutions, or an understanding of how university housing and residential life operate.
• Experience with renewals at scale, including forecasting and commercial negotiation.
• Experience integrating teams or processes following acquisition.
• Experience supporting more than one product or platform.
• Exposure to Customer Success tooling, health scoring models and AI-assisted CS workflows.

US - Salary Range

$100,000 - $130,000 USD

StarRez is an equal opportunity employer.

As set forth in StarRez’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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