Director, Customer Success

The role

You will lead and develop the global Customer Success team across StarRez and College Pads. You will own retention and renewal outcomes, drive product adoption, and manage executive-level customer relationships.

What you will do

• Lead, coach and develop the global Customer Success team across StarRez and College Pads.
• Own retention and renewal outcomes, including the College Pads renewal process end to end.
• Drive product adoption and utilization across the customer base.
• Own executive-level customer relationships and be the accountable leader on complex escalations.
• Review and improve the Customer Success operating model.
• Build the reporting layer for leadership using Salesforce.
• Partner cross-functionally with Services, Support, Renewals, Account Management, Product, Legal and Finance.
• 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.
• Evidence of improving process, tooling or ways of working.
• Based in the United States and able to work in US business hours.

Nice to have

• 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.

About the company

StarRez is the global leader in student housing software, providing solutions for housing management, resident wellness, and revenue generation. The company has offices in the United States, Australia, the UK, and India.