Director, Customer Success

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.