Director, Customer Success
New
S
StarRezStudent Housing Software
US - Remote, US business hoursFull-TimeDirector
Salary100,000 - 130,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- People ManagementSalesforceOperations ManagementCustomer SuccessSaaS
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.
- Evidence of improving process, tooling, or ways of working.
- 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, forecasting, and churn reduction.
- Drive product adoption and utilization to ensure customers realize full platform value.
- Manage executive-level customer relationships and lead the resolution of complex escalations.
- Improve the Customer Success operating model, including segmentation, health scoring, and tooling.
- Build Salesforce-based reporting and analysis for leadership and board audiences.
- Collaborate across Services, Support, Product, and Finance to ensure a unified customer experience.
- Integrate Customer Success teams from acquired businesses.
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