Director, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $100k - $130k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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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 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