Is the Director, Customer Success position at StarRez fully remote?

Yes, this Director, Customer Success position at StarRez is a remote position. The role is available for candidates in United States.

Is this a full-time or part-time Director, Customer Success role?

This is a full-time Director, Customer Success position at StarRez.

What is the salary range for the Director, Customer Success position?

The salary range for this Director, Customer Success role is $100k - $130k.

How do I apply for the Director, Customer Success position at StarRez?

You can apply for this Director, Customer Success position by clicking the "Apply Now" button on this page, which will take you to StarRez's application portal.

Director, Customer Success at StarRez

United States

$100k - $130k

<div class="content-intro">About StarRez StarRez is the global leader in student housing software, providing innovative solutions for on and off-campus housing management, resident wellness and experience, and revenue generation. Trusted by 1,400+ clients across 25+ countries, StarRez supports more than 4 million beds annually with its user-friendly, all-in-one platform, delivering seamless experiences for students and administrators. With offices in the United States, Australia, the UK, and India, StarRez blends the robust capabilities of a global organization with the personalized care and service of a trusted partner.</div>About StarRez  StarRez is the global leader in student housing software, providing innovative solutions for on and off-campus housing management, resident wellness and experience, and revenue generation. Trusted by 1,400+ clients across 25+ countries, StarRez supports more than 4 million beds annually with its user-friendly, all-in-one platform, delivering seamless experiences for students and administrators. With offices in the United States, Australia, the UK, and India, StarRez blends the robust capabilities of a global organization with the personalized care and service of a trusted partner.    The Role  We are seeking a Director of Customer Success to lead and continue developing our global Customer Success team across StarRez, College Pads, and the Customer Success teams of businesses we acquire in the future. In this role you will lead across all our platforms and regions, holding us to our goal of being customer obsessed so that our customers are happy and using their full product suite. Alongside that, you will take a heavy focus on the College Pads renewal process and customer retention.    Role Specifics  <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Work Location: Remote (US). This is a US-based role.  </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Travel: Up to 15% (The percentage of travel is an estimation and could vary up or down based on business needs.) </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Reporting Structure: This role reports to the VP of Global Customer Success. </li> </ul> What You Will Own  <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Lead, coach and develop the global Customer Success team across StarRez and College Pads, building a structure that works across regions, time zones and platforms. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Own retention and renewal outcomes, including the College Pads renewal process end to end, forecasting accuracy and the plays that reduce churn risk. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Drive product adoption and utilization across the customer base, so institutions realize the full value of what they have bought, including proactive best-practice guidance. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">Own executive-level customer relationships and be the accountable leader on complex escalations, working closely with Support, Services and Account Management to resolve them. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Review and improve our Customer Success operating model, including segmentation, health scoring, tooling and reporting, and make clear recommendations for improvements. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1">Build the reporting layer that leadership relies on, producing Salesforce-based reporting and analysis for SLT and Board audiences. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1">Partner cross-functionally with Services, Support, Renewals, Account Management, Product, Legal and Finance, so customers experience one joined-up company rather than a set of departments. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1">Integrate Customer Success teams from acquired businesses into a single way of working. </li> </ul> Required Qualifications  <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1">5+ years' experience leading Customer Success teams in a SaaS environment. </li> </ul> <ul> <li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="13" data-aria-level="1">Experience with Digital and Scaled Customer Success </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="14" data-aria-level="1">Experience leading people management, with team members based in more than one country or region. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="15" data-aria-level="1">Demonstrated ownership of retention, renewal or utilization outcomes. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="16" data-aria-level="1">Track record of managing and resolving complex escalations, including direct engagement with customer executives. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="17" data-aria-level="1">Strong Salesforce skills, including building and interpreting reporting for senior audiences. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="18" data-aria-level="1">Strong verbal and written communication skills, with the credibility to hold a room with both a customer executive and an internal leadership team. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="19" data-aria-level="1">Evidence of improving process, tooling or ways of working rather than simply operating what already exists. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="20" data-aria-level="1">Based in the United States and able to work in US business hours. </li> </ul> Preferred Qualifications  <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="21" data-aria-level="1">Experience working with higher education institutions, or an understanding of how university housing and residential life operate. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="22" data-aria-level="1">Experience with renewals at scale, including forecasting and commercial negotiation. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="23" data-aria-level="1">Experience integrating teams or processes following acquisition. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="24" data-aria-level="1">Experience supporting more than one product or platform. </li> </ul> <ul> <li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="25" data-aria-level="1">Exposure to Customer Success tooling, health scoring models and AI-assisted CS workflows. </li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="title">US - Salary Range</div><div class="pay-range">$100,000—$130,000 USD</div></div></div><div class="content-conclusion">StarRez is an equal opportunity employer.</div>

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Remote Opportunity

Director, Customer Success

Join StarRez as a senior professional working remotely from United States. Explore the role, benefits, and apply in one place.

Director, Customer Success

StarRez

Full Time

$100k - $130k

3 weeks ago

About StarRez StarRez is the global leader in student housing software, providing innovative solutions for on and off-campus housing management, resident wellness and experience, and revenue generation.

United States

Customer Success

Senior

Customer Success

SaaS

Team Leadership

+5 more

Job Description

About StarRez

StarRez is the global leader in student housing software, providing innovative solutions for on and off-campus housing management, resident wellness and experience, and revenue generation. Trusted by 1,400+ clients across 25+ countries, StarRez supports more than 4 million beds annually with its user-friendly, all-in-one platform, delivering seamless experiences for students and administrators. With offices in the United States, Australia, the UK, and India, StarRez blends the robust capabilities of a global organization with the personalized care and service of a trusted partner.

About StarRez

The Role

We are seeking a Director of Customer Success to lead and continue developing our global Customer Success team across StarRez, College Pads, and the Customer Success teams of businesses we acquire in the future. In this role you will lead across all our platforms and regions, holding us to our goal of being customer obsessed so that our customers are happy and using their full product suite. Alongside that, you will take a heavy focus on the College Pads renewal process and customer retention.

Role Specifics

Work Location: Remote (US). This is a US-based role.

Travel: Up to 15% (The percentage of travel is an estimation and could vary up or down based on business needs.)

Reporting Structure: This role reports to the VP of Global Customer Success.

What You Will Own

Lead, coach and develop the global Customer Success team across StarRez and College Pads, building a structure that works across regions, time zones and platforms.

Own retention and renewal outcomes, including the College Pads renewal process end to end, forecasting accuracy and the plays that reduce churn risk.

Drive product adoption and utilization across the customer base, so institutions realize the full value of what they have bought, including proactive best-practice guidance.

Own executive-level customer relationships and be the accountable leader on complex escalations, working closely with Support, Services and Account Management to resolve them.

Review and improve our Customer Success operating model, including segmentation, health scoring, tooling and reporting, and make clear recommendations for improvements.

Build the reporting layer that leadership relies on, producing Salesforce-based reporting and analysis for SLT and Board audiences.

Partner cross-functionally with Services, Support, Renewals, Account Management, Product, Legal and Finance, so customers experience one joined-up company rather than a set of departments.

Integrate Customer Success teams from acquired businesses into a single way of working.

Required Qualifications

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 Qualifications

Experience working with higher education institutions, or an understanding of how university housing and residential life operate.

Experience with renewals at scale, including forecasting and commercial negotiation.

Experience integrating teams or processes following acquisition.

Experience supporting more than one product or platform.

Exposure to Customer Success tooling, health scoring models and AI-assisted CS workflows.

US - Salary Range

$100,000—$130,000 USD

StarRez is an equal opportunity employer.

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.

Skills

Customer Success

SaaS

Team Leadership

Retention Management

Renewal Management

Salesforce

Data Analysis

Strategic Planning

Ready to Apply?

Join StarRez today

Salary Range

$100k - $130k

Posted 3 weeks ago

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