<div class="content-intro"><p><strong data-stringify-type="bold">About StarRez</strong></p><p><br>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.</p></div><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">The Role</span></span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"134245418":true,"134245529":true,"335559738":280,"335559739":140}"> </span></p><p><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":160}"> </span></p><p> </p><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Role Specifics</span></span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"134245418":true,"134245529":true,"335559738":280,"335559739":140}"> </span></p><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Work Location: </span></strong><span data-contrast="auto">Remote (US). This is a US-based role. </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><strong><span data-contrast="auto">Travel: </span></strong><span data-contrast="auto">Up to 15% (The percentage of travel is an estimation and could vary up or down based on business needs.)</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><strong><span data-contrast="auto">Reporting Structure: </span></strong><span data-contrast="auto">This role reports to the VP, Global Customer Success.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">What You Will Own</span></span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"134245418":true,"134245529":true,"335559738":280,"335559739":140}"> </span></p><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Own retention and renewal outcomes, including the College Pads renewal process end to end, forecasting accuracy and the plays that reduce churn risk.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Own executive-level customer relationships and be the accountable leader on complex escalations, working closely with Support, Services and Account Management to resolve them.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto">Review and improve our Customer Success operating model, including segmentation, health scoring, tooling and reporting, and make clear recommendations for improvements.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto">Build the reporting layer that leadership relies on, producing Salesforce-based reporting and analysis for SLT and Board audiences.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1"><span data-contrast="auto">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1"><span data-contrast="auto">Integrate Customer Success teams from acquired businesses into a single way of working.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Required Qualifications</span></span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"134245418":true,"134245529":true,"335559738":280,"335559739":140}"> </span></p><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1"><span data-contrast="auto">5+ years' experience leading Customer Success teams in a SaaS environment.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="13" data-aria-level="1"><span data-contrast="auto">Experience with Digital and Scaled Customer Success</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="14" data-aria-level="1"><span data-contrast="auto">Experience leading people management, with team members based in more than one country or region.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="15" data-aria-level="1"><span data-contrast="auto">Demonstrated ownership of retention, renewal or utilization outcomes.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="16" data-aria-level="1"><span data-contrast="auto">Track record of managing and resolving complex escalations, including direct engagement with customer executives.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="17" data-aria-level="1"><span data-contrast="auto">Strong Salesforce skills, including building and interpreting reporting for senior audiences.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="18" data-aria-level="1"><span data-contrast="auto">Strong verbal and written communication skills, with the credibility to hold a room with both a customer executive and an internal leadership team.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="19" data-aria-level="1"><span data-contrast="auto">Evidence of improving process, tooling or ways of working rather than simply operating what already exists.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="20" data-aria-level="1"><span data-contrast="auto">Based in the United States and able to work in US business hours.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Preferred Qualifications</span></span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"134245418":true,"134245529":true,"335559738":280,"335559739":140}"> </span></p><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="21" data-aria-level="1"><span data-contrast="auto">Experience working with higher education institutions, or an understanding of how university housing and residential life operate.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="22" data-aria-level="1"><span data-contrast="auto">Experience with renewals at scale, including forecasting and commercial negotiation.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="23" data-aria-level="1"><span data-contrast="auto">Experience integrating teams or processes following acquisition.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="24" data-aria-level="1"><span data-contrast="auto">Experience supporting more than one product or platform.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><ul><li data-leveltext="•" data-font="Aptos" data-listid="1" data-list-defn-props="{"335552541":0,"335559685":720,"335559991":360,"469769242":[65533,0],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="25" data-aria-level="1"><span data-contrast="auto">Exposure to Customer Success tooling, health scoring models and AI-assisted CS workflows.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559685":431,"335559737":0,"335559738":0,"335559739":0,"335559991":288}"> </span></li></ul><div class="content-pay-transparency"><div class="pay-input"><div class="title">US - Salary Range</div><div class="pay-range"><span>$100,000</span><span class="divider">—</span><span>$130,000 USD</span></div></div></div><div class="content-conclusion"><p>StarRez is an equal opportunity employer.</p></div>