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Team Lead, Customer Success

US - Remote

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 College Pads   

College Pads is transforming the way students navigate the transition from on-campus to off-campus life. Our platform enables universities to support their students by streamlining the process of finding and securing off-campus housing. By working closely with higher education institutions, we offer a trusted tool for students to connect with property managers and rental listings, helping to foster a foundation for wellbeing and success. As of January 2025, College Pads is part of StarRez. 

 

The Role  

StarRez is seeking a Team Lead, Customer Success to play a pivotal role in driving customer satisfaction, retention, and growth for our College Pads team. 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, Customer Success 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 College Pads 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 VP, Sales.  

 

Application Deadline: This role will accept applications until November 11th, 2025 at 5PM CT, unless otherwise posted. 

 

What You Will Own  

Team Leadership & Client Activation 

  • Lead, coach, and develop a high-performing Customer Success team focused on outreach, onboarding, and early-stage client success 
  • Conduct regular 1:1s to review performance, coach on client engagement, and support growth 
  • Collaborate with Sales and Support to ensure seamless handoffs and a consistent client experience 

 

Customer Engagement & Growth 

  • Oversee onboarding success and 30/60/90-day engagement to set clients up for long-term value 
  • Support team efforts to manage renewal risks and identify partnership growth opportunities 
  • Guide follow-up on client feedback to improve onboarding and account health 

 

Process Improvement & Cross-Functional Enablement 

  • Improve outreach cadences, onboarding workflows, and playbooks for scalable client success 
  • Report on team KPIs, client engagement trends, and renewal readiness 
  • Partner cross-functionally to optimize onboarding, CRM usage, and feedback loops 

 

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

$76,000 - $86,000 USD

StarRez is an equal opportunity employer.

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