Director, Customer Success
New
S
StarRezStudent housing software
Remote (US). This is a US-based role., US business hoursFull-TimeDirector
Salary100,000 - 130,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- People ManagementSalesforceCustomer SuccessSaaS
Requirements
- 5+ years' experience leading Customer Success teams in a SaaS environment.
- Experience with Digital and Scaled Customer Success.
- Experience leading people management 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 reporting for senior audiences.
- Strong verbal and written communication skills.
- Proven ability to improve process, tooling, or operational workflows.
- Based in the United States and able to work in US business hours.
Responsibilities
- 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 and churn risk reduction.
- Drive product adoption and utilization to ensure customers realize full platform value.
- Manage executive-level customer relationships and lead resolution on complex escalations.
- Review and optimize the Customer Success operating model, including segmentation, health scoring, and tooling.
- Develop Salesforce-based reporting and analysis for leadership and board audiences.
- Collaborate cross-functionally with Services, Support, Product, and Finance departments.
- Integrate Customer Success teams from acquired businesses into a unified operating model.
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