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' experience leading Customer Success teams in a SaaS environment.
- Required Skills
- SalesforceCustomer SuccessSaaS
Requirements
- Have 5+ years' experience leading Customer Success teams in a SaaS environment.
- Have experience with Digital and Scaled Customer Success.
- Have people-management experience with team members based in more than one country or region.
- Demonstrate ownership of retention, renewal, or utilization outcomes.
- Have a track record of managing and resolving complex escalations, including direct engagement with customer executives.
- Have strong Salesforce skills, including building and interpreting reporting for senior audiences.
- Have strong verbal and written communication skills and credibility with customer executives and internal leadership teams.
- Show evidence of improving processes, tooling, or ways of working.
- Be based in the United States and able to work in US business hours.
- Preferred: experience with higher education institutions or university housing and residential life.
- Preferred: experience with renewals at scale, forecasting, and commercial negotiation.
- Preferred: experience integrating teams or processes following acquisition.
Responsibilities
- Lead, coach, and develop the global Customer Success teams across StarRez and College Pads.
- Own retention and renewal outcomes, including the College Pads renewal process, forecasting accuracy, and churn-risk reduction.
- Drive product adoption and utilization, including 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 senior leadership 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.
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