Director, Customer Success
Core
Lead and develop the global Customer Success team for StarRez and College Pads, driving retention, renewal, and product adoption across multiple regions and platforms.
Role type
Senior IC customer success director
Builds
Customer success operations, retention strategies, and executive reporting for student housing software
Domain
SaaS / Student housing software
Required skills
Team leadership across regions, retention and renewal management, product adoption strategy, executive relationship management, Salesforce reporting, cross-functional partnership, process improvement
Preferred skills
Higher education domain knowledge, large-scale renewal forecasting, post-acquisition integration, multi-platform support, AI-assisted workflows
Technologies
Salesforce
Responsibilities
Lead and coach the global Customer Success team; Own retention and renewal outcomes including the College Pads renewal process; Drive product adoption and utilization; Manage executive-level customer relationships and complex escalations; Improve the Customer Success operating model and reporting; Partner cross-functionally with Services, Support, and Product; Integrate Customer Success teams from acquired businesses
Seniority
Senior, hands-on IC
