Remote Director, Customer Success & Renewals

StarRez, Inc.; Denver (CO); On-site; USD 100,000 - 130,000; Full time

Job summary

StarRez, Inc. is seeking a Director of Customer Success to lead the global CS team across StarRez, College Pads, and future acquisitions. The role emphasizes customer obsession, retention, renewals, and cross-platform success across regions.

You will own executive relationships, guide product adoption, and drive a scalable CS operating model with strong Salesforce reporting. The position is remote within the US and requires US business hours.

Qualifications

• 5+ years' experience leading Customer Success teams in a SaaS environment.
• Experience with Digital and Scaled Customer Success.
• Experience leading people management across multiple countries or regions.
• Proven ownership of retention, renewal or utilization outcomes.
• Experience handling complex escalations with customer executives.
• Strong Salesforce reporting and senior-audience communication.
• Based in the United States and able to work US business hours.

Responsibilities

• Lead and develop a global Customer Success team across platforms and regions.
• Own retention and renewal outcomes including College Pads renewal end-to-end.
• Drive product adoption and value realization for institutions.
• Manage executive-level customer relationships and escalations.
• Improve CS operating model, segmentation, health scoring, tooling and reporting.
• Develop Salesforce-based reporting for SLT and Board.
• Collaborate cross-functionally to ensure a joined-up customer experience.
• Integrate CS teams from acquisitions into a single way of working.

Skills

Customer Success leadership

Salesforce reporting

Cross-border team leadership

Retention & renewal focus

Executive-level communication

Escalation management

Process improvement

Strategic partnership

Tools

Salesforce

Job description

StarRez, Inc. is seeking a Director of Customer Success to lead the global CS team across StarRez, College Pads, and future acquisitions. The role emphasizes customer obsession, retention, renewals, and cross-platform success across regions.

You will own executive relationships, guide product adoption, and drive a scalable CS operating model with strong Salesforce reporting. The position is remote within the US and requires US business hours.