Customer Retention Manager
Varsity Tutors is seeking a Customer Retention Manager to join our team! The Customer Retention Manager will have a direct impact on business growth as we help more people achieve their academic goals and help us continue our national expansion. The individual in this role will lead a team of customer retention professionals and is responsible for the hiring, management, development, and performance of the team. They will lead and develop a talented customer retention team that assesses needs, renews learning memberships, strengthens client relations, and provides high-quality service to our clients. The individual in this role will work directly with other customer retention leaders and company executives and will have a direct impact on the ongoing strategies and growth of the company.
About Nerdy:
Nerdy, the parent company of Varsity Tutors, is a leading curated direct-to-consumer platform for learning and live online instruction. Nerdy’s mission is to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI and machine learning, to connect learners of all ages to experts and deliver superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Learn more about Nerdy at https://www.nerdy.com/.
Nerdy’s shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building.
Qualifications
Demonstrated results and effective at building teams
3+ years of customer retention, client relations, or customer success experience
Strong leadership qualities with the ability to coach, develop and motivate a team
Experience developing retention plans and analyzing metrics
Demonstrated ability to implement and train teams in strategic and effective retention techniques
Experience in hiring, developing, and managing a high-performing retention team
Ability to work independently and prioritize work
Ability to work some evenings and weekends
Embraces and supports Nerdy as an apolitical company and recognizes that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes
Responsibilities
Hire and effectively on-board high-performing customer retention specialists
Continually coach and develop staff to ensure success and improved results, and implement performance plans
Manage day-to-day performance of all team members and deliver performance reviews
Hit all performance targets for number of renewals, conversion rates, customer satisfaction, and others as determined by company
Assess and understand the needs of our clients
Work with leadership to generate ideas for motivational initiatives
Lead and schedule weekly team meetings
Embody company culture and maintain high employee engagement
Ensure correct usage of CRM and other company used technology and platforms
Nerdy Leadership Principles
Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot
Benefits:
Competitive Base Salary and Variable compensation (performance bonuses)
Healthcare Plans (Medical, Dental, Vision, Life)
401k Company Matching Plan (No Vesting Period)
PTO and Company Holidays
Remote work environment
Maternity, Paternal, and Adoption Leave
Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
Once-in-a-lifetime opportunity to help transform how the world learns!
Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture
Nerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
