Team Lead, Customer Success

About StarRez

StarRez 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.

About College Pads   

College Pads is transforming the way students navigate the transition from on-campus to off-campus life. Our platform enables universities to support their students by streamlining the process of finding and securing off-campus housing. By working closely with higher education institutions, we offer a trusted tool for students to connect with property managers and rental listings, helping to foster a foundation for wellbeing and success. As of January 2025, College Pads is part of StarRez. 

 

The Role  

StarRez is seeking a Team Lead, Customer Success to play a pivotal role in driving customer satisfaction, retention, and growth for our College Pads team. 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, Customer Success 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 College Pads Customer Success team.  

 

 Role Specifics  

• Work 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 VP, Sales.  

 

Application Deadline: This role will accept applications until November 11th, 2025 at 5PM CT, unless otherwise posted. 

 

What You Will Own  

Team Leadership & Client Activation 

• Lead, coach, and develop a high-performing Customer Success team focused on outreach, onboarding, and early-stage client success 

• Conduct regular 1:1s to review performance, coach on client engagement, and support growth 

• Collaborate with Sales and Support to ensure seamless handoffs and a consistent client experience 

 

Customer Engagement & Growth 

• Oversee onboarding success and 30/60/90-day engagement to set clients up for long-term value 

• Support team efforts to manage renewal risks and identify partnership growth opportunities 

• Guide follow-up on client feedback to improve onboarding and account health 

 

Process Improvement & Cross-Functional Enablement 

• Improve outreach cadences, onboarding workflows, and playbooks for scalable client success 

• Report on team KPIs, client engagement trends, and renewal readiness 

• Partner cross-functionally to optimize onboarding, CRM usage, and feedback loops 

 

Required Qualifications