Customer Success Manager

StarRez, Inc.

Customer Success Manager serving as primary contact for customers at StarRez. Ensuring customer satisfaction and optimizing their experience with StarRez solutions.

Posted 5/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 - $65,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Full benefits including health care
Paid time off
Life insurance
401k plan with company match for eligible team members.
A supportive team environment with emphasis on learning and development opportunities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer engagementperformance indicatorsNPS surveysproject planningdocumentation strategiesdatabase management

Soft Skills

relationship buildingstrategic recommendationsproblem solvingcommunicationcollaboration

Certifications

Bachelor's degree