Back to jobs
New

[INTERNAL CANDIDATES ONLY] Team Lead, Customer Success

US - Remote

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 

StarRez is seeking a Team Lead, Customer Success to play a pivotal role in driving customer satisfaction, retention, and growth. This position is a hybrid of people leadership and customer relationship management, responsible for coaching and supervising a team of CSMs while also maintaining a small book of business.

By ensuring consistent delivery of exceptional customer experiences, the Team Lead directly contributes to the company’s goals of maintaining and improving Net Revenue Retention (NRR), increasing customer engagement and value realization, and driving a high Net Promoter Score (NPS) 

This is an opportunity to influence both the success of our customers and the development of our Customer Success team. 

 

Role Specifics 

  • Work Location: Remote (US) 
  • Travel: 5% (The percentage of travel is an estimation and may vary depending on business need.) 
  • Compensation Structure: In addition to the base salary listed below, this role is eligible for a performance-based bonus.  
  • Reporting Structure: This role reports to the Manager, Customer Success. 

 

Application Deadline: This role will accept applications until September 5th, 2025 at 5PM CDT unless otherwise posted.

 

 
What You Will Own 

Team Leadership & Development 

  • Lead, coach, and mentor a team of Customer Success Managers (CSMs), ensuring consistency in process, customer engagement, and delivery of value 
  • Conduct regular 1:1s with CSMs to review accounts, provide feedback, and support career development 
  • Oversee onboarding and training for new team members; build scalable training resources 
  • Act as an escalation point for complex customer issues, providing guidance and resolution strategies 
  • Monitor team performance against KPIs tied to NRR, customer health, and engagement 
  • Drive alignment across Customer Success, Services, and Support to ensure smooth customer transitions and continuity of service 

 

Customer Portfolio Ownership 

  • Maintain a select portfolio of customers, delivering the same high-touch success management expected of CSMs 
  • Drive adoption, value realization, and customer satisfaction through regular engagement, consultative guidance, and proactive account planning 
  • Identify opportunities for growth and expansion, contributing to account-level NRR 
  • Conduct NPS follow-up conversations and translate customer feedback into actionable improvements 
  • Serve as a trusted advisor to customers, ensuring alignment between their business objectives and our solutions 

 

Programs & Processes 

  • Contribute to the design and continuous improvement of Customer Success programs, playbooks, and processes 
  • Provide monthly reporting to leadership on customer health, NRR trends, engagement, and NPS performance 
  • Partner cross-functionally to close feedback loops, improve onboarding and training processes, and enhance the overall customer experience 

 

Required Qualifications 

  • 2+ years in a Customer Success role with direct customer-facing responsibilities 
  • Experience leading or mentoring peers, with demonstrated ability to coach and develop others 
  • Strong communication and facilitation skills, both written and verbal, with the ability to influence at multiple organizational levels 
  • Strong problem-solving and judgment skills; proven success in issue management and conflict resolution 
  • Proficiency with Salesforce or similar CRM, and comfort leveraging data/metrics to inform decisions 

 

Preferred Qualifications 

  • Experience in a SaaS environment, ideally with higher education or related industries 
  • 3+ years of experience working cross-functionally with Services, Support, and Product teams 
  • Bachelor’s degree or equivalent practical experience 
  • Familiarity with NRR, NPS, and customer health metrics 
  • Experience balancing customer advocacy with company goals 

 

 Reasons to join our Team:  

  • Opportunity to be a part of a well-established, high-performance company that has been in business for over 30+ years  
  • Full benefits including health care, paid time off, life insurance, and 401k plan with company match for eligible team members.  
  • A supportive team environment with emphasis on learning and development opportunities  
  • Our Promise: You will learn, grow, and be appreciated for your impact and contributions.  
  • Z-Factor: Our most celebrated value, you will work with a team of caring, high-performing, and passionate people who have fun supporting our vision, innovation, and continuous improvement.  

 

Even if you don't have all of the Preferred Qualifications listed above, but feel you have what it takes to succeed in the role, we would love to hear from you!    

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. 

US - Salary Range

$86,000 - $96,000 USD

Create a Job Alert

Interested in building your career at StarRez? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in StarRez’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.