[INTERNAL CANDIDATES ONLY] Team Lead, Customer Success

About StarRezStarRez 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.The RoleStarRez is seeking a Team Lead, Customer Success to play a pivotal role in driving customer satisfaction, retention, and growth. This position is a hybrid of people leadership and customer relationship management, responsible for coaching and supervising a team of CSMs while also maintaining a small book of business.By ensuring consistent delivery of exceptional customer experiences, the Team Lead directly contributes to the company's goals of maintaining and improving Net Revenue Retention (NRR), increasing customer engagement and value realization, and driving a high Net Promoter Score (NPS)This is an opportunity to influence both the success of our customers and the development of our Customer Success team.Role SpecificsWork Location: Remote (US)Travel: 5% (The percentage of travel is an estimation and may vary depending on business need.)Compensation Structure: In addition to the base salary listed below, this role is eligible for a performance-based bonus.Reporting Structure: This role reports to the Manager, Customer Success.Application Deadline: This role will accept applications until March 11th, 2026 at 5PM CDT unless otherwise posted.What You Will OwnTeam Leadership & DevelopmentLead, coach, and mentor a team of Customer Success Managers (CSMs), ensuring consistency in process, customer engagement, and delivery of valueConduct regular 1:1s with CSMs to review accounts, provide feedback, and support career developmentOversee onboarding and training for new team members; build scalable training resourcesAct as an escalation point for complex customer issues, providing guidance and resolution strategiesMonitor team performance against KPIs tied to NRR, customer health, and engagementDrive alignment across Customer Success, Services, and Support to ensure smooth customer transitions and continuity of serviceCustomer Portfolio OwnershipMaintain a select portfolio of customers, delivering the same high-touch success management expected of CSMsDrive adoption, value realization, and customer satisfaction through regular engagement, consultative guidance, and proactive account planningIdentify opportunities for growth and expansion, contributing to account-level NRRConduct NPS follow-up conversations and translate customer feedback into actionable improvementsServe as a trusted advisor to customers, ensuring alignment between their business objectives and our solutionsPrograms & ProcessesContribute to the design and continuous improvement of Customer Success programs, playbooks, and processesProvide monthly reporting to leadership on customer health, NRR trends, engagement, and NPS performancePartner cross-functionally to close feedback loops, improve onboarding and training processes, and enhance the overall customer experienceRequired Qualifications2+ years in a Customer Success role with direct customer-facing responsibilitiesExperience leading or mentoring peers, with demonstrated ability to coach and develop othersStrong communication and facilitation skills, both written and verbal, with the ability to influence at multiple organizational levelsStrong problem-solving and judgment skills; proven success in issue management and conflict resolutionProficiency with Salesforce or similar CRM, and comfort leveraging data/metrics to inform decisionsPreferred QualificationsExperience in a SaaS environment, ideally with higher education or related industries3+ years of experience working cross-functionally with Services, Support, and Product teamsBachelor's degree or equivalent practical experienceFamiliarity with NRR, NPS, and customer health metricsExperience balancing customer advocacy with company goalsReasons to join our Team:Opportunity to be a part of a well-established, high-performance company that has been in business for over 30+ yearsFull benefits including health care, paid time off, life insurance, and 401k plan with company match for eligible team members.A supportive team environment with emphasis on learning and development opportunitiesOur Promise: You will learn, grow, and be appreciated for your impact and contributions.Z-Factor: Our most celebrated value, you will work with a team of caring, high-performing, and passionate people who have fun supporting our vision, innovation, and continuous improvement.Even if you don't have all of the Preferred Qualifications listed above, but feel you have what it takes to succeed in the role, we would love to hear from you!We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.Notice to external Recruiters and Recruitment Agencies:StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website or directly to any employee. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future.US - Salary Range$86,000 - $96,000 USDStarRez is an equal opportunity employer.