Customer Success Manager

The Role

We are seeking a Customer Success Manager to serve as the primary point of contact for our customers, helping them navigate their StarRez journey with confidence. In this role, you will be the trusted advisor and strategic partner for our customers, ensuring they maximize the value of their StarRez investment. You will leverage your expertise in higher education housing or conference management to provide proactive guidance, analyze adoption and usage trends, and offer tailored recommendations that enhance customer success.

As a Customer Success Manager, your goal will be to drive engagement and help customers optimize their housing management operations through best practices and strategic insights. You will facilitate meaningful engagement, provide coaching on product functionality, and address customer challenges with a solutions-focused approach. Your ability to think analytically, anticipate needs, and advocate for customers will directly contribute to their long-term satisfaction and retention.

 

 Role Specifics

• Work Location: Remote (US)
• Travel: 5% (The percent of travel is an estimation, and it could vary up or down based on business needs throughout the year.)
• 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 Team Lead, Customer Success.

 

Application Deadline: This role will accept applications until April 24th, 2026 at 5PM CT, unless otherwise posted.  

 

What You Will Own

• 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.

 

Required Qualifications

• 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

 

Preferred Qualifications

• 3+ years of experience utilizing StarRez, THD, or Mercury software as a Power User
• Strong interpersonal communication skills
• Constant Customer focus with patience, empathy, and authenticity
• Big picture thinker, the ability to look at the collective good of the customer and the business
• Demonstrated ability to establish excellent relationships with customers through active listening, seeking to understand, and setting expectations
• Drive for results through resolution of customer concerns
• Ability to think logically and analytically in a problem-solving environment
• Manage multiple projects and customers
• Exhibit great organizational skills and attention to detail
• Ability to prioritize your time and activities to meet deadlines
• Work effectively in a team environment and/or work independently as needed
• Be proactive and take initiative in all aspects of your work exercising foresight in how to add value to the customer, team, and business

 

Reasons to join our Team:

• Opportunity to be a part of a well-established, high-performance company that has been in business for over 30+ years
• Full 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 opportunities
• Our 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.