Director of Customer Success (Chicago, IL)

| Chicago, IL
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Founded in 2012 and named to the Inc. 5000 for the past four consecutive years, RedShelf is an award-winning EdTech company focused on helping organizations transition effortlessly to more affordable and efficient digital textbooks and learning content. Partnering with thousands of publishers, nearly half of all U.S. colleges, and countless businesses, 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 Program Managers, Customer Success Managers (CSMs), Customer Success Specialists (CSS’s), and Customer Experience Specialists. 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 Director of Customer Success role was created to lead our growing Customer Success and Support teams and is responsible for all Customer Success activities (e.g., on-boarding, support, services, advocacy, product awareness, partner relations, etc.) and outcomes (e.g., retention, growth, etc.). The customer success team is responsible for everything following the signature of an initial agreement, including implementation, support, and retention. This position reports to the Chief Financial Officer and will serve as a member of the RedShelf management team.

 Duties & Responsibilities: 

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 

Drive Customer Success Outcomes

  • Increase dollar retention and reduce logo 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
  • Develop and promote activities to increase CSAT & NPS

Manage Customer Success Activities

  • Customer onboarding
  • Stakeholder training
  • Customer support and experience
  • 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

Spearhead Change Management

  • Assess team and customer implications of progressive workflow automation improvements
  • Align team resources to support phased roll-out of automation tools 
  • Develop effective training plan for team members and customers
  • Standardize service delivery across GTM channels
  • Outline communication plan for all stakeholders 
  • Evaluate migration to a paid service model 

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 to communicate & sell to existing clients, as well as celebrate their success
  • Align with Product to prioritize and drive roadmap initiatives
  • Collaborate with Sales to enable and drive cross-sell and up-sell with a retention focus
  • Align with Finance around billing, collections, analytics, measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Maintain competitive, growth-oriented mindset


Required Experience/Skills:

  • 15+ years leadership experience in customer-facing departments; 7 years in a senior leadership capacity
  • 10+ years managing department of 10 or more employees in customer-facing positions at a software company or EdTech company
  • Ability to manage through influence, persuasion, negotiation, and consensus building
  • 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 business, management 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. 

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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An Insider's view of RedShelf

What's something quirky about your company?

With only a portion of staff in the office each day, RedShelf has continued their long tradition of fun in the workplace . We have virtual happy hours, trivia games, talent shows, etc. RedShelf does their best at keeping it a fun place to work at, virtual or physical. It builds teamwork and makes it an awesome place to work.


Scrum Master

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.


Full Stack Engineer

How has your career grown since starting at the company?

In many companies, the accounting team rarely interacts with teams outside of their function. At RedShelf, I've had the opportunity to collaborate with the sales, product, development, publishing, and customer experience teams on a daily basis. By collaborating across teams, I've gained invaluable experience outside of my sole job function.


Billing Manager

How do you empower your team to be more creative?

I've always maintained that the creative process is largely a strategic process. True creativity is not about coming up with the most unique, or mind-blowing idea. It's about finding the most elegant solution to a challenge. For that reason, I focus on ensuring that my team fully understands the competitive or customer challenge we're confronting.


VP of Marketing

How do your team's ideas influence the company's direction?

Working at Redshelf gives me the opportunity to have a big impact on the products we deliver. No one here is just a 'cog in the machine' and I always feel challenged yet supported by my teammates and leadership.


Full Stack Developer

What are RedShelf Perks + Benefits

RedShelf Benefits Overview

In addition to competitive compensation and great healthcare, RedShelf is a company that is making a positive impact on education. Together, we're doing well by doing good. Enjoy an engaging office culture with frequent onsite and offsite events including intramural sports, happy hours, and more!

Volunteer in local community
Bernie's Book Club Volunteering, Earth Day Activities, Toys for Tots, etc.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Hiring practices that promote diversity
Designed hiring policy to ensure a diversity candidate pool for departmental interviews and hiring practices.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Financial & Retirement
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
RedShelf employees receive between 15 and 25 days per year of paid time off based on years of service.
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend

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