Customer Success Manager

Role Overview

• Develop strong relationships with assigned customers through regular, meaningful engagement to ensure satisfaction and long-term success.
• Work with customers to establish goals, track key performance indicators, and provide guidance on maximizing their use of StarRez solutions.
• Analyze customer usage metrics, gather feedback, and run NPS surveys to proactively identify areas for improvement and growth.
• Anticipate customer needs, offer strategic recommendations, and identify logical expansion opportunities to enhance their investment.
• Serve as the primary point of contact for escalations, taking ownership of issues and ensuring timely resolution through proper escalation channels.
• Act as a subject matter expert, offering best practices and business process guidance to help customers optimize their housing management operations.
• Track outstanding implementation items and collaborate with internal teams to ensure timely delivery and customer satisfaction.
• Help customers design and strategize the integration of StarRez with other systems to improve efficiency and operations.
• Develop project plans, procedures, and internal documentation strategies to support customers' ongoing success with the platform.
• Work cross-functionally with internal departments to provide escalation support, track project timelines, and ensure a seamless customer experience.

Requirements

• Bachelor's degree preferred or 6+ years equivalent relevant professional experience
• Experience working in a customer facing technical support role
• 3+ years of experience utilizing StarRez, THD, or Mercury software OR are a current StarRez employee
• 3+ years of experience working in University or College Housing, Residence Life, OR Student accommodation/reservations systems OR relevant database management experience

Benefits

• Full benefits including health care
• Paid time off
• Life insurance
• 401k plan with company match for eligible team members.