Customer Success Manager

About StarRez 

StarRez is the global market leader in student housing software and residential community management.  Our cloud software solutions serve 1,300 institutions, in 25 countries, with over 3 million beds.  With a customer satisfaction score of 99%, many of the most prestigious Universities, Colleges and Property Managers across the globe rely on StarRez to transform their student residential experience.  Along with the recent combination of Adirondack Solutions, Seattle Technology Group, RMS, and CollegePads, this growing scale enables even greater opportunities to expand community value through our product capabilities and services.  We provide opportunities for students and residents to Thrive!

The Role

As a Customer Success Manager, you are responsible for managing customer health, ensuring efficient and valuable system usage, and driving overall customer satisfaction and lifetime value. Your role is to build long-term relationships, maintain positive customer health, and proactively solve problems. Throughout the customer lifecycle, you serve as a strategic and supportive partner, focused on building loyalty to ensure long-term retention. You achieve this by presenting product information, addressing customer issues, maintaining regular communication, and supporting the business through upsell opportunities and by creating customer advocates.

 

Role Specifics

• Work Location: AU Remote (QLD, NSW, VIC or SA)
• Travel: Up to 10% (The percent of travel is an estimation, and it could vary up or down based on business needs throughout the year.)
• Reporting Structure: This role reports to the Director, Customer Success. 

 

What You Will Own

• Build and maintain strong relationships with assigned customers through regular, strategic engagements that drive adoption, satisfaction, and long-term retention
• Partner with customers to define success metrics and business goals, and monitor progress through key performance indicators, health metrics, and feedback tools like NPS
• Anticipate customer needs and proactively offer insights, solutions, and best practices to maximize product value and solve business challenges
• Support account growth by identifying logical expansion opportunities based on a deep understanding of customer needs and product capabilities
• Act as a trusted advisor by providing ongoing subject matter and process guidance throughout the customer lifecycle, including integration planning and documentation strategies
• Own customer escalations and ensure timely resolution by coordinating with internal teams and following defined escalation protocols
• Translate customer requirements into clear documentation and specifications for internal departments, ensuring alignment and successful execution
• Track project timelines, deliverables, and follow-ups, maintaining accountability for on-time delivery and outstanding implementation items
• Provide clear, consistent communication and education to help customers prepare for key business cycles and system processes

 

Required Qualifications

• Hands-on experience using the StarRez software
• Bachelor’s or Associate’s degree, or 6+ years of equivalent professional experience
• Minimum of 3 years’ experience in university or college housing, residence life, or student accommodation/reservation systems
• Familiarity with the student accommodation sector, including operational workflows, the resident lifecycle, and stakeholder engagement in tertiary education environments
• Ability to work independently and as part of a team, with a proactive mindset and strong initiative to support customers, colleagues, and business outcomes

 

Preferred Qualifications

• Experience in property management, including ownership of key processes or leadership responsibilities

 

Reasons to join our Team:

• You will be part of a vibrant and supportive culture with weekly team lunches.    
• We are a flexible and hybrid workplace.   
• You will have access to professional development opportunities.     
• Be part of a global team, participate in monthly global meetings and partner with team members in different countries.     
• Z-Factor: Our most celebrated value, you will work with a team of caring, energetic, high-performing, and passionate people who have fun supporting our vision, innovation & continuous improvement.  

 

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.

 

Notice to external Recruiters and Recruitment Agencies:

StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website or directly to any employee. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future.