Customer Success Manager

• Serve as the primary point of contact and trusted advisor for assigned customers
• Develop strong relationships 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 StarRez solutions
• Analyze customer usage metrics, gather feedback, and run NPS surveys to identify areas for improvement and growth
• Anticipate customer needs, offer strategic recommendations, and identify expansion opportunities
• Handle escalations, take ownership of issues, and ensure timely resolution through proper channels
• Act as subject matter expert offering best practices and business process guidance
• Track outstanding implementation items and collaborate with internal teams to ensure timely delivery
• Help customers design and strategize integration of StarRez with other systems
• Develop project plans, procedures, and internal documentation to support ongoing customer success
• Work cross-functionally to provide escalation support, track project timelines, and ensure a seamless customer experience
• Report to the Team Lead, Customer Success; travel approximately 5%

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