Director of Customer Success

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.