Director, Customer Success

About this role

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.