Job Application for Director, Customer Success at StarRez

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

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, 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.

Create a Job Alert

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

First Name

Last Name

Preferred First Name

Country

Phone

Resume/CV

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

Cover Letter

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

Do you need, or will you need in the future, any immigration related support or sponsorship from StarRez in order to begin or continue employment with StarRez?

Select...

Are you a current or former employee of one of Vista Equity Partner's other portfolio companies? If yes, please list the name of the company below along with dates of employment:

Are you a current or former StarRez employee? If yes, please list your dates of employment below:

What is your desired base salary?

LinkedIn Profile

Website

Referred by:

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.

How would you describe your gender identity?

Select...

How would you describe your racial/ethnic background?

Select...

How would you describe your sexual orientation?

Select...

Do you identify as transgender?

Select...

Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning?

Select...

Are you a veteran or active member of the United States Armed Forces?

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.

Gender

Select...

Are you Hispanic/Latino?

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.

Veteran Status

Select...

Director, Customer Success

Apply for this job

U.S. Standard Demographic Questions

Voluntary Self-Identification