Director, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and further develop the global Customer Success team across StarRez, College Pads, and any future acquired businesses.

• Oversee all platforms and regions while fostering customer obsession, satisfaction, and comprehensive product adoption.

• Concentrate on the College Pads renewal process and enhance customer retention efforts.

• Guide, mentor, and develop the global Customer Success team across various regions, time zones, and platforms.

• Take ownership of retention and renewal outcomes, encompassing the College Pads renewal process from beginning to end, forecasting accuracy, and churn-reduction strategies.

• Promote product adoption and usage across the customer base through proactive best-practice recommendations.

• Manage executive-level customer relationships and handle complex escalations with Support, Services, and Account Management.

• Evaluate and enhance the Customer Success operating model, including segmentation, health scoring, tooling, and reporting.

• Develop Salesforce-based reporting and analysis for Senior Leadership Team (SLT) and Board members.

• Collaborate with Services, Support, Renewals, Account Management, Product, Legal, and Finance teams.

• Integrate Customer Success teams from acquired businesses into a unified operational approach.

• Report directly to the VP, Global Customer Success.

⛳️ Requirements

• A minimum of 5 years' experience leading Customer Success teams in a SaaS environment.

• Proficient in Digital and Scaled Customer Success methodologies.

• Experience in managing teams with members located in multiple countries or regions.

• Proven track record in owning retention, renewal, or utilization outcomes.

• Demonstrated ability to manage and resolve complex escalations, including direct interactions with customer executives.

• Strong Salesforce skills, particularly in creating and interpreting reports for senior stakeholders.

• Exceptional verbal and written communication skills, capable of engaging effectively with both customer executives and internal leadership teams.

• Evidence of process improvement, tooling enhancements, or operational changes beyond maintaining existing systems.

• Must be based in the United States and available to work during US business hours.

• Preferred: Experience working with higher education institutions or familiarity with university housing and residential life operations.

• Preferred: Experience managing renewals at scale, including forecasting and commercial negotiations.

• Preferred: Background in integrating teams or processes following business acquisitions.

• Preferred: Experience supporting multiple products or platforms.

• Preferred: Familiarity with Customer Success tools, health scoring models, and AI-assisted Customer Success workflows.

🏝️ Benefits

• Up to 15% travel.