Director, Customer Success
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Job Description
Director of Customer Success leading global teams, renewals and adoption for StarRez’s student housing software. Driving retention, Salesforce reporting and acquired-team integration.
Responsibilities:
- Lead and continue developing the global Customer Success team across StarRez, College Pads, and future acquired businesses
- Lead across all platforms and regions while driving customer obsession, customer satisfaction and full product-suite adoption
- Focus on the College Pads renewal process and customer retention
- Lead, coach and develop the global Customer Success team across regions, time zones and platforms
- Own retention and renewal outcomes, including the College Pads renewal process end to end, forecasting accuracy and churn-reduction plays
- Drive product adoption and utilization across the customer base through proactive best-practice guidance
- Own executive-level customer relationships and lead complex escalations with Support, Services and Account Management
- Review and improve the Customer Success operating model, including segmentation, health scoring, tooling and reporting
- Build Salesforce-based reporting and analysis for SLT and Board audiences
- Partner with Services, Support, Renewals, Account Management, Product, Legal and Finance
- Integrate Customer Success teams from acquired businesses into a single way of working
- Report to the VP, Global Customer Success
Requirements:
- 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
- Preferred: Experience working with higher education institutions, or an understanding of how university housing and residential life operate
- Preferred: Experience with renewals at scale, including forecasting and commercial negotiation
- Preferred: Experience integrating teams or processes following acquisition
- Preferred: Experience supporting more than one product or platform
- Preferred: Exposure to Customer Success tooling, health scoring models and AI-assisted CS workflows
Benefits:
- Up to 15% travel
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