Remote Director, Global Customer Success & Renewals

StarRez Inc.; 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 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.