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.