Vice President of Customer Success

| Chicago

Founded in 2012 and recently named one of the nation’s fastest-growing private businesses by Inc. Magazine, RedShelf is a Chicago-based EdTech company helping to make education both more affordable and more effective through the use of digital instructional resources. Partnering with more than 400 publishers and 1,900 campuses nationwide, we provide leading-edge digital course materials and an end-to-end Content Delivery System for effortlessly distributing those materials.

 

Job Summary

RedShelf is one of the fastest growing companies in America and this growth has created the need for an experienced individual to lead our teams of Account Executives (AE’s) and Account Managers (AM’s). Our 

partnership-driven environment puts us at the center of high volume, high velocity activity that impacts millions of students and their access to affordable digital instructional resources. We have built a reputation for high quality software and exceptional service. The Vice President of Customer Success role was created to lead our growing team of AE’s and AM’s and is responsible for all Customer Success activities (e.g., on-boarding, training, support, services, advocacy, product awareness, partner relations, etc.) and outcomes (e.g., partner retention, growth, etc.). The customer success team is responsible for everything following the signature of an initial agreement, including implementation, support, up selling and cross-selling, and retention. This position reports to the Chief Revenue Officer and will serve as a member of the RedShelf management team.

 

Duties & Responsibilities

 

Drive Customer Success Outcomes

  • Increase renewal rates and reduce churn

  • Expand our revenue in accounts through cross-sell and up-sell

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

  • Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

  • Ongoing evaluation and improvement of workflows

  • Standardize processes

  • Define segmentation of customer base and varying strategies

  • Identify opportunities for continuous improvement

  • Learn from best practices in industry

Manage Customer Success Activities

  • Customer onboarding

  • Stakeholder training

  • Customer support

  • Renewals

  • Cross-sell / Up-sell

  • Advocacy

Measure Effectiveness of Customer Success

  • Define operational metrics for team

  • Establish system for tracking metrics

  • Create cadence for review within team

  • Expose subset of metrics to executive team and company

Lead World-class Customer Success Team

  • Attract high-potential individual contributors into team

  • Create rapid onboarding process for new team members

  • Foster collaboration within team and across customer lifecycle

  • Encourage continuous learning within team

Inspire Customer Success Across Company

  • Create company-wide culture of Customer Success

  • Align with Marketing around marketing to existing clients

  • Align with Product around driving product roadmap

  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

  • Align with Finance around measurement and forecasting

  • Align with Executive Team around key metrics and objectives

  • Maintain competitive, growth-oriented mindset

 

Required Experience/Skills:

 

  • Must be located in Chicago, Illinois -- Remote applicants will not be considered
  • 7+ years experience in leading customer-facing departments; 2 years in a senior leadership capacity with budget and P&L experience

  • 5+ years managing department of 10 or more employees in customer-facing positions at a software company or EdTech company

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Ideally combined background of post-sale and sales experience

  • Strong empathy for customers AND passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Excellent communication and presentation skills

  • Relevant Bachelor’s degree; preference for computer science or related degrees

 

Why RedShelf?

RedShelf prides itself on maintaining an informal but fast-moving, hard-working, entrepreneurial culture. Our team members are smart, innovative, and passionate about improving education through digital technology.

We offer the best of both worlds: the energy and opportunity of a rapidly-growing organization, coupled with the stability of an extensive client base, strong financial backing, and proven track record of success. In addition to a forward-thinking environment with ample opportunity for professional and personal growth, our team members enjoy competitive compensation and benefit packages, including company stock options.

RedShelf is an Equal Opportunity Employer. Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of RedShelf are encouraged to apply.

Read Full Job Description
Apply now
loading ...
Emailed

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • DjangoFrameworks
    • Ember.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticSearchDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ZeplinDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • CraftCMS
    • BaseCRM
    • MailChimpEmail

Location

Beautiful and convenient River North office located minutes from Magnificent Mile and the Loop with one of the best rooftops in the neighborhood.
"Education is everything": RedShelf makes it more accessible and affordable
Watch

An Insider's view of RedShelf

What are some social events your company does?

Our development team gets together outside the office once per quarter with things like bowling nights, baseball games and water taxi trips to Chinatown. I try to host dinner parties every few months -- sometimes just for my immediate team, and sometimes a cross-team dinner to mix things up. Hoping for a company-wide Segway tour sometime soon!

Howie

Senior Front-End Software Developer

What projects are you most excited about?

I’ve been working on our Content Delivery System and have had the opportunity to work with stakeholders I wouldn’t normally interact with. The new system is a completely new set of workflows that we had to take a unique approach to developing, so it’s been a perfect combination of cool and challenging.

Clayton

Full Stack Developer

How has your career grown since starting at the company?

As a UX/UI designer, I’ve had the ability to have my hands in the production process from start to finish. The RedShelf team is incredibly passionate and knowledgeable and motivate me to design better creative solutions every day.

Maxi

UX/UI Designer

How do you empower your team to be more creative?

It's critical that you encourage an environment of experimentation. People should never be punished for taking risks or making mistakes as long as they're learning and growing. As a product-focused company, the creativity for new ideas exists when your team is comfortable with failure and understands that success can be measured by what we learned.

Scott

Chief Technology Officer

How does your team reward individual success?

Redshelf isn't an ego-driven or "ninja"/"Superstar"-focused team culture, and that's one of the things I appreciate most about the company. We succeed and fail as a team and collaborate to accomplish shared goals. Leaders at RedShelf hold themselves accountable for team performance, too.

Oksana

Associate Product Manager

What are RedShelf Perks + Benefits

RedShelf Benefits Overview

On top of our competitive compensation package that includes company stock options, we offer an engaging office culture with frequent onsite and offsite events including intramural sports, happy hours, and more!

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
RedShelf provides employees with the ability to manage their work schedules that include later arrival times and earlier departures. Due to growth, we'd like the team to be onsite during core hours.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Acme Co. employees receive between 15 and 25 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $2500 annualy for continuing education.
More Jobs at RedShelf5 open jobs
All Jobs
Design + UX
Dev + Engineer
Operations
Product
Product
new
Chicago
Design + UX
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Developer
new
Chicago