Director, Customer Success

🕒 September 2

🇺🇸 United States – Remote

💵 $100k - $130k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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StarRez, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🏠 Real Estate

💰 Private Equity Round on 2022-01

SaaS • Real Estate

StarRez, Inc. is a comprehensive resident and property management software provider designed to help create thriving residential communities. The company offers a range of solutions tailored for various types of accommodation including higher education, student property management, build-to-rent, co-living, multi-family housing, staff housing, and boarding schools. StarRez provides features such as powerful reporting and analytics, security-focused solutions, roommate matching, communication tools, automated billing, and community engagement programs. They are committed to enhancing the resident experience with scalable, flexible, and secure management solutions.

📋 Description

• Lead and develop the global Customer Success team across StarRez and College Pads, building structures across regions, time zones and platforms • Own retention and renewal outcomes, including the College Pads renewal process, forecasting accuracy and churn-reduction plays • Drive product adoption and utilization through proactive best-practice guidance • Own executive-level customer relationships and lead complex escalations with Support, Services and Account Management • Improve the Customer Success operating model, including segmentation, health scoring, tooling and reporting • Produce 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 • Report to the VP, Global Customer Success • Travel up to 15%

🎯 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 • Preferred: Experience working with higher education institutions or understanding university housing and residential life • 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