[Remote] Director, Customer Success

Note: The job is a remote job and is open to candidates in USA. StarRez is a global provider of student housing software for on- and off-campus housing management, resident wellness and experience, and revenue generation. The Director of Customer Success will lead the global Customer Success teams across StarRez, College Pads, and future acquisitions, owning retention, renewals, product adoption, customer relationships, reporting, and cross-functional operating improvements.

Responsibilities

• 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

Skills

• * 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
• * 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

Benefits

• Remote (US)

Company Overview