Director, Customer Success
About The Position
StarRez is seeking a Director of Customer Success to lead and further develop its global Customer Success team across StarRez, College Pads, and Customer Success teams of businesses acquired in the future. The role leads across platforms and regions, with a focus on customer satisfaction and ensuring customers use their full product suite. It also has a significant focus on the College Pads renewal process and customer retention. The role is US-based and remote, with travel estimated at up to 15%, which may vary according to business needs. It reports to the VP, Global Customer Success. The Director will lead and develop the global team; own retention, renewal, and adoption outcomes; manage executive customer relationships and complex escalations; improve the Customer Success operating model; produce Salesforce reporting and analysis for senior leadership and Board audiences; partner across departments; and integrate Customer Success teams from acquired businesses.
Requirements
- At least 5 years of experience leading Customer Success teams in a SaaS environment.
- Experience with Digital and Scaled Customer Success.
- Experience managing people across 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 reports for senior audiences.
- Strong verbal and written communication skills, with the credibility to engage customer executives and internal leadership teams.
- Evidence of improving processes, tooling, or ways of working.
- Based in the United States and able to work US business hours.
Nice To Haves
- Experience working with higher education institutions, or understanding how university housing and residential life operate.
- Experience with renewals at scale, including forecasting and commercial negotiation.
- Experience integrating teams or processes following an acquisition.
- Experience supporting more than one product or platform.
- Exposure to Customer Success tooling, health scoring models, and AI-assisted Customer Success workflows.
Responsibilities
- Lead, coach, and develop the global Customer Success team across StarRez and College Pads, establishing 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 initiatives that reduce churn risk.
- Drive product adoption and utilization across the customer base, helping institutions realize the full value of their purchases through proactive best-practice guidance.
- Own executive-level customer relationships and lead complex escalations, working with Support, Services, and Account Management to resolve them.
- Review and improve the Customer Success operating model, including segmentation, health scoring, tooling, and reporting, and recommend improvements.
- Build Salesforce-based reporting and analysis for senior leadership and Board audiences.
- Partner with Services, Support, Renewals, Account Management, Product, Legal, and Finance to provide a joined-up customer experience.
- Integrate Customer Success teams from acquired businesses into a single way of working.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
