StarRez, Inc.

Customer Success Manager

• Lead, coach, and mentor a team of Customer Success Managers (CSMs), ensuring consistency in process, customer engagement, and delivery of value
• Conduct regular 1:1s with CSMs to review accounts, provide feedback, and support career development
• Oversee onboarding and training for new team members; build scalable training resources
• Act as an escalation point for complex customer issues, providing guidance and resolution strategies
• Monitor team performance against KPIs tied to NRR, customer health, and engagement
• Drive alignment across Customer Success, Services, and Support to ensure smooth customer transitions and continuity of service
• Maintain a select portfolio of customers, delivering the same high-touch success management expected of CSMs
• Drive adoption, value realization, and customer satisfaction through regular engagement, consultative guidance, and proactive account planning
• Identify opportunities for growth and expansion, contributing to account-level NRR
• Conduct NPS follow-up conversations and translate customer feedback into actionable improvements
• Serve as a trusted advisor to customers, ensuring alignment between their business objectives and our solutions
• Contribute to the design and continuous improvement of Customer Success programs, playbooks, and processes
• Provide monthly reporting to leadership on customer health, NRR trends, engagement, and NPS performance
• Partner cross-functionally to close feedback loops, improve onboarding and training processes, and enhance the overall customer experience

Team Lead, Customer Success